The Effect of Service Quality Based on The Carter Model on Bank Customer Loyalty

Abstract

This study aims to examine the effect of service quality with the CARTER model on satisfaction and how it builds customer loyalty. This research was conducted in Indonesia with a population of all customers of Bank Syariah Indonesia The sampling technique in this study is by considering the criteria, namely, respondents are active bank customers who have had a account for at least 3 months. The data analysis technique in this study uses SEM analysis. The results show that the CARTER model has a significant influence on satisfaction , and satisfaction has a significant influence on customer loyalty. In addition, satisfaction has a mediating role on the effect of CARTER model service quality on loyalty.