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

DOI

10.2991/978-94-6463-817-2_56How to use a DOI?

Keywords

Customer Satisfaction; Islamic Service Quality; CARTER Model; Microfinance

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.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Allysa Zahra Hershafira
AU  - Aas Nurasyiah
AU  - Rumaisah Azizah Al Adawiyah
AU  - Rifka Aulia
AU  - Shafinar Ismail
PY  - 2025
DA  - 2025/09/12
TI  - Islamic Service Quality and Customer Satisfaction on Islamic Microfinance in Bank Syariah Indonesia
BT  - Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024)
PB  - Atlantis Press
SP  - 457
EP  - 466
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-817-2_56
DO  - 10.2991/978-94-6463-817-2_56
ID  - Hershafira2025
ER  -