Service Quality from Customer Perception: Evidence from Carter Model on Bank Islam Brunei Darussalam (BIBD)

Abstract

The main focus of this study is to examine the relationship between service quality and customers' perception. The study deployed modified Carter model by introducing two unique dimensions of corporate social responsibility and innovation to examine this relationship. A self-administrated questionnaire based field survey was conducted. The research instrument was designed using eight dimensions of service quality. The content of the questionnaire was adjusted for relevance and friendliness purpose through pilot testing. Data was collected from 155 Bank Islam Brunei Darussalam (BIBD) customers from Muara district of Brunei. The sample data were statistically analyzed through descriptive, Cronbachs' Alpha, Kaiser-Meyer-Olkin and Bartlett's test, Pearson correlation test and confirmatory factory analysis (CFA). Pearson test was used to represent significant relationship between service quality and customer perception and CFA test was done to suggest the fitness of proposed Carter model suitability for Brunei's Islamic banking. Results of the study revealed that service quality and customer perception are significantly related and Carter model is suitable for Islamic banking system in Brunei. Furthermore the study has practical implications for BIBD policy makers and managers to understand customer perception and adjust its service quality according to customer desire.

Price, service quality and trust on online transportation towards customer satisfaction

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“…Furthermore, service quality is considered as adequate if expectations are met, but it is assumed to be unsatisfactory if it does not meet customer expectations (Ali, 2018). There are five dimensions to measure service quality Wilson, Zeithaml, Bitner and Gremler (2012), which are (1) physical evidence (tangibles), that focuses on the elements that represent the physical services; (2) Reliability that is the ability to provide services; (3) Responsiveness is the willingness to help and provide fast service and appropriate to customers; (4) Assurance, which is the ability to create trust and confidence for customer; (5) Empathy that emphasizes on customer's treatment as an individual.…”

Measuring the service quality of BPJS health in Indonesia: a sharia perspective

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“…The difference between CARTER and SERVQUAL models is the presence of compliance dimension in the CARTER model. The CARTER model, as described above, has been used to see the service quality in various banks (Fauzi and Suryani, 2018; Abedniya and Zaeim, 2011; Ali, 2018; Othman and Owen, 2001). However, no one has used the CARTER model to measure service quality in hospitals.…”

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