Article2011

Impact of corporate social responsibility on customer satisfaction in banking service

N. Senthikumar · A. Ananth · Arulraj Arockiasamy

33 citations0/0 files storedAFRICAN JOURNAL OF BUSINESS MANAGEMENT

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Customer Service Quality and Loyalty Corporate Social Responsibility Reporting Banking Sector Performance and Management

Abstract

The past three decades have witnessed the emergence of Corporate Social Responsibility (CSR) as a field of study and a framework for the role of business corporations and financial institutions in society. After the Tsunami in 2004 people were need financial assistance to recover from the loss of tsunami and revamping their life. Only source they perceive is availing loans from banking sector and other guidance. The topic of Impact of Corporate social responsibility on Customer Satisfaction in banking service is of relevance especially for those suffered from Tsunami. This study aims to explore the perception of the customer on CSR in banking service. The data were analyzed by modeling it using Structural Equation Modelling (SEM) using AMOS 18 and found that customer satisfaction is the mediating factor for banking service quality and the CSR is the most influential factor for the customer satisfaction. Key words: Corporate social responsibility, customer satisfaction, Tsunami, India.

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References

1992Measuring Service Quality: A Reexamination and Extension 2001Corporate Social Responsibility: A Theory of the Firm Perspective 2001Does Doing Good Always Lead to Doing Better? Consumer Reactions to Corporate Social Responsibility 1997The Company and the Product: Corporate Associations and Consumer Product Responses 2006Corporate Social Responsibility, Customer Satisfaction, and Market Value 1997CORPORATE SOCIAL PERFORMANCE AND ORGANIZATIONAL ATTRACTIVENESS TO PROSPECTIVE EMPLOYEES.2001Do Consumers Expect Companies to be Socially Responsible? The Impact of Corporate Social Responsibility on Buying Behavior 2004Corporate Social Responsibility and Marketing: An Integrative Framework

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2018Effect of corporate social responsibility on Jordan pharmaceutical industry’s business performance 2012Customer Satisfaction: A Comparison of Public and Private Banks of Pakistan 2018Responsabilidad social empresarial en banca. Su aplicación al caso de la banca cooperativa

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