| Abstract: |
"Objective - The primary objective of the paper is to examine the impact of
the CARTER model dimensions (Compliance, Assurance, Reliability, Tangibility,
Empathy, and Responsiveness) on university students' satisfaction with Islamic
banks. The study aims to identify the dimensions that are most influential in
enhancing service quality within this specific demographic.
Methodology/Technique - The research employs a quantitative approach,
utilizing primary data collected through a survey of 150 respondents aged 18
to 27 from Universiti Sains Islam Malaysia. The study employs various
statistical analyses using SPSS, including descriptive analysis, factor
analysis, reliability analysis, and multiple regression analysis, to assess
the relationships between CARTER dimensions and customer satisfaction.
Findings - The findings reveal that empathy and assurance are the most
significant factors influencing customer satisfaction among university
students in relation to Islamic banks. Conversely, compliance, reliability,
tangibility, and responsiveness were found to have an insignificant
relationship with customer satisfaction. The study suggests that Islamic banks
should prioritize effective communication and personalized services to enhance
the banking experience for students. Additionally, it highlights the
importance of integrating financial literacy programs within universities to
better equip students in their interactions with banking services. Novelty -
The novelty of the research lies in its application of the CARTER model
specifically to Islamic banking, with a focus on university students as a
significant and underexplored demographic. By collecting empirical data from
150 respondents at Universiti Sains Islam Malaysia, the study offers unique
insights into which dimensions of service quality, specifically empathy and
assurance, most significantly influence student satisfaction. Additionally, it
provides practical recommendations for Islamic banks to enhance their service
delivery and highlights the role of universities in promoting financial
literacy, thereby contributing to the broader discussion on improving customer
relationships in the financial sector. Type of Paper - Empirical" |