Abstract
Abstract: This research aims knowing how big service quality factors from CARTER model influence customer satisfaction, knowing the rate of customer satisfaction of sharia bank that analyzed with CARTER model, and making improvement priority to enhance service quality for it. To fulfill the aims, it is used factor analysis and path analysis.The result of this research has got several conclusions( 1) Factor analysis showed that factogrouped to 8 factors.The eight factors is influencing customer satisfaction directly as big as 12,01% and indirectly as big as 36%. (2)The rate of customer satisfaction of sharia banking that analyzed by CARTER model adaptation show that 56% respondents told satisfied over ally with sharia banking service in Pekanbaru. (3)Quality improvement can be done for reliability, competence, responsiveness, assurance, emphaty, tangible knowing the customer and compliance.
 Keywords: Service quality, Customer satisfaction, SERVQUAL, CARTER Model.
Highlights
Bank Syariah adalah bank umum yang melaksanakan kegiatan usaha berdasar prinsip syariah yang dalam kegiatannya memberikan jasa dalam lalu lintas pembayaran (UU no. 10 tahun 1998 tentang perubahan UU no. 7 tahun 1992 tentang perbankan)
knowing the rate of customer satisfaction of sharia bank that analyzed with CARTER model
Factor analysis showed that factogrouped to 8 factors
Summary
Bank Syariah adalah bank umum yang melaksanakan kegiatan usaha berdasar prinsip syariah yang dalam kegiatannya memberikan jasa dalam lalu lintas pembayaran (UU no. 10 tahun 1998 tentang perubahan UU no. 7 tahun 1992 tentang perbankan). Pada kondisi produk yang relatif beragam antar bank syariah, maka yang menjadi faktor penentu daya saing dari perbankan syariah adalah kualitas layanan yang diberikan oleh bank syariah kepada nasabahnya.
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