Title: Customer satisfaction towards Islamic banking in Saudi Arabia: an application of CARTER model

Authors: Fayaz Ahmad Lone; Ebraheem Mohamad Aldawood; Ulfat Rashid Bhat

Addresses: Department of Accounting and Finance, College of Business Administration, Prince Sattam Bin Abdulaziz University, Saudi Arabia ' College of Science and Humanities, Prince Sattam Bin Abdulaziz University, Saudi Arabia ' Ulfat Rashid Bhat, College of Science and Humanities, Prince Sattam Bin Abdulaziz University, Saudi Arabia

Abstract: The purpose of this paper is to view the satisfaction level of customers of Islamic banks in Saudi Arabia through solicitation of the CARTER model. This study is expected to help practitioners predict the future of Islamic finance in Saudi Arabia while taking the overall response of customers into consideration. The paper presents primary data collected through a self-designed questionnaire on a five-point Likert scale from four regions of Saudi Arabia. ANOVA test was used to interpret the data collected on the basis of six dimensions of CARTER model. The results reveal that customers are satisfied with the working of Islamic finance as far as various dimensions of CARTER model are concerned. Of the six dimensions, a relatively lower rating was found with respect to compliance (the only dimension that makes Islamic banks different from conventional banks), indicating that Islamic banking institutions should pay due attention towards compliance dimension.

Keywords: CARTER model; customer satisfaction; customer service quality; Islamic banks; Islamic and conventional banks.

DOI: 10.1504/IJSOI.2017.086585

International Journal of Services Operations and Informatics, 2017 Vol.8 No.4, pp.333 - 351

Received: 16 Feb 2017
Accepted: 03 Mar 2017
Published online: 12 Sep 2017 *

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