The Muamalat Newsletter Vol. 2 2023

61 FEM eNewsletter | Dec 2023 customer service expectations, all of which have an effect on satisfaction. Thus, providers that prioritise and excel in customer satisfaction are better positioned to thrive in this competitive and dynamic environment. Customer satisfaction has been a longstandingandperennial issue for businesses across various industries, including telecommunications. Previous studies suggest various factors can predict consumer satisfaction, including service quality and trust, but the results are inconsistent, indicating further exploration is needed. Service quality and trust evaluation is a continuous commitment, requiring responsiveness to customer needs, technological advancements, regulatory compliance, and active management of the customer experience. By doing so, telco providers can build and maintain trust, retain customer loyalty, and thrive in a competitive and ever- changing market. Customer satisfaction is defined as the extent to which products or services meet or exceed the expectations of the customer (Fornell et al., 1996). Customer satisfaction is achieved when performancemeets or exceeds their expectations, while dissatisfaction arises when the result falls short of their expectations. Customer satisfaction is predicted by assessing service quality and trust, which are critical factors that significantly influence the overall customer experience, and these factors are often investigated in assessing satisfaction. Service quality is the customer’s overall evaluation of a service provider based on their expectations and perceived quality (Parasuraman et al., 1988). Previous studies have indicated that service quality significantly predicts and enhances customer satisfaction. Also, trust is found to be a precursor to satisfaction, in addition to service quality. Trust is a set of beliefs that others are likely to maintain their for face and content validation. Their feedback and responses were gathered, and if any changes are necessary, the questionnaire will be amended accordingly. Second, the updated questionnaire were distributed to 30 samples to verify its reliability. Hair et al. (2013) defined reliability as the assessment of the degree of consistency between variables. Because reliability is an essential condition for validity, examining the reliability of any instrument prior to analysing its validity is critical (Cooper&Schindler, 2003). Thestudy evaluates the scale’s consistency using Cronbach’s alpha, a statistical method used to test the reliability of research constructs. Most studies generally accept an alpha score above 0.7 as appropriate (Nunnally, 1978; Zikmund, 2003). The study’s samples for pilot study were acquired by non-probability convenience sampling, with respondents completing an online survey on financial attitudes, environmental sustainability, and FWB. The constructs were derived from the previous works of various scholars. Respondents were asked to rate their agreement on a five- point Liker scale with a statement from 1 (strongly disagree) to 5 The prediction is that customer satisfaction is significantly influenced by the quality of service and the trust it fosters. “ “ Figure 1: Research Model