The multi-dimensionality of Carter model to measure customer service quality (SQ) in Islamic banking industry: a study in Kuwait Finance House

The CARTER model can be used to measure the importance of service quality items. An analysis of the Kuwait Finance House suggested that the CARTER model is multidimensional and provides important implications for both academics and managers. For example, religious factors rated as the most important factor on the CARTER scale, with customers displaying strong religious preferences. CARTER can be adjusted in light of changing customers’ attitudes and preferences.