Adopting and measuring customer service quality (SQ) in Islamic banks: A case study in Kuwait finance house

Due to strong competition and high technological demands, Islamic banks must think strategically to provide high quality products and services to their customers. It is essential for Islamic banks to take cultural differences into account when assessing and adopting plans for service quality. A new model, CARTER, has been developed to assess service quality based on 15 data points. There is a strong link between customer satisfaction and service quality, which can be viewed mathematically as a system of CARTER inputs and outputs. Kuwait Finance House should adopt a new plan for service quality in order to better satisfy and retain customers.