Islamic Service Quality and Customer Satisfaction on Islamic Microfinance in Bank Syariah Indonesia

Allysa Zahra Hershafira (), Aas Nurasyiah, Rumaisah Azizah Al Adawiyah, Rifka Aulia and Shafinar Ismail
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Allysa Zahra Hershafira: Universitas Pendidikan Indonesia
Aas Nurasyiah: Universitas Pendidikan Indonesia
Rumaisah Azizah Al Adawiyah: Universitas Pendidikan Indonesia
Rifka Aulia: Universitas Pendidikan Indonesia
Shafinar Ismail: Universiti Teknologi MARA-Melaka

A chapter in Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024), 2025, pp 457-466 from Springer

Abstract: Abstract One of the Islamic banks in Indonesia is Bank Syariah Indonesia (BSI), which has products that can help overcome problems related to the lack of business capital for MSMEs. This study examines service quality and its effect on customer satisfaction in Islamic microfinance. Service quality in Islam, namely the CARTER model, is seen from several variables: compliance, assurance, reliability, tangibles, empathy, and responsiveness provided by Islamic banks. This study intends to determine the level of compliance, level of assurance, level of reliability, level of tangibles, level of empathy, and level of responsiveness to customer satisfaction. In this study, the method used was quantitative with descriptive causality research design. The analytical tool used is Partial Least Square-Structural Equation Modeling (PLS-SEM) with the SmartPLS application. Respondents of this study were BSI microfinance customers in West Java, with a total of 205 respondents. The research results on descriptive analysis show that compliance and tangibles variables are in the very high category, while the assurance, reliability, empathy, and responsiveness variables are in the high category. The results showed that compliance, assurance, reliability, tangibles, empathy, and responsiveness positively and significantly affected BSI microfinance customer satisfaction. This research implies that it can be a consideration, knowledge, and valuable information for stakeholders involved in the Islamic banking sector to develop microfinance in Islamic banks better.

Keywords: Customer Satisfaction; Islamic Service Quality; CARTER Model; Microfinance (search for similar items in EconPapers)
Date: 2025
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DOI: 10.2991/978-94-6463-817-2_56

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