TAILIEUCHUNG - Investigation of customer loyalty and customer satisfaction with respect to corporate social responsibility: a model for the Indian banking industry

This paper aims to study the roles of corporate social responsibility (a non-service related concept) and perceived service quality (a service-related concept) in determining the attitudinal and behavioral loyalty and satisfaction of customers in the retail banking sector in India. | Investigation of customer loyalty and customer satisfaction with respect to corporate social responsibility a model for the Indian banking industry International Journal of Management IJM Volume 6 Issue 9 Sep 2015 pp. 93-101 Article ID IJM_06_09_010 Available online at http IJM JType IJM amp VType 6 amp IType 9 ISSN Print 0976-6502 and ISSN Online 0976-6510 IAEME Publication _ INVESTIGATION OF CUSTOMER LOYALTY AND CUSTOMER SATISFACTION WITH RESPECT TO CORPORATE SOCIAL RESPONSIBILITY A MODEL FOR THE INDIAN BANKING INDUSTRY Victor Saha and Abhilas ha Sharma BITS Pilani ABSTRACT This paper aims to study the roles of corporate social responsibility a non-service related concept and perceived service quality a service-related concept in determining the attitudinal and behavioral loyalty and satisfaction of customers in the retail banking sector in India. The study is quantitative in nature and uses the responses of 1067 respondents who answered a survey questionnaire. Data analysis was performed using partial least squares PLS a variance based structural equation modeling method. The results of the study demonstrate that corporate social responsibility CSR has a significant strong and positive association with attitudinal loyalty and satisfaction. While the results are clear and have strong salience for the retail banking industry future research should take into account the specific industry context within the national culture. The study provides a set of findings relating to CSR initiatives and perception of service quality that could be readily incorporated into banks corporate strategic plans. The paper demonstrates an empirical operationalization of CSR initiatives measured from the customers point of view and from which banks could learn for corporate strategy development. Key words Corporate Social Responsibility Customer loyalty Customer Satisfaction and India. .

• Ngân hàng - Tín dụng
• Corporate social responsibility
• Non service related concept
• Perceived service quality
• Service related concept
• Retail banking sector
• External corporate social responsibility
• Sustainable development
• Perception of CSR
• Corporate social responsibility and accounting restatement
• Evidence from pakistan
• Non financial firms
• Impact of corporate social responsibility
• Social responsibility factor
• Business performance of enterprise
• Cohesion and opportunistic workers’ behavior
• Business and society
• The Corporate Social Responsibility
• Traditional Arguments Against
• Corporate Social Responsiveness
• Corporate Social Performance
• Corporate Citizenship
• Activities of corporate social responsibility
• Enhancing Corporate Reputation
• Assessing Corporate Social Responsibility
• Private sector banks
• Employees of the bank
• The challenges and benefits of corporate social responsibility in Nigeria
• Bbayelsa state education development trust fund
• Corporate governance
• Measurement index
• Social sciences
• Corporate social responsibility dimensions
• Customer satisfaction
• Brand image mediating
• Report choice
• Corporate social responsibility disclosuredchoic
• Positive accounting
• Top manager’s characteristics
• Family controlled companies
• Applying Carroll’s CSR pyramid in studying employees’ perceptions
• Applying Carroll’s CSR
• Decision makers in business organizations
• Dissertation summary
• The influence of corporate social responsibility
• Employee commintment
• Firm’s performance
• Nong Lam University students' perceptions of corporate social responsibility
• Structural equation modelling
• Nong Lam University students
• Thinking and behavior
• Independent directors
• Stakeholder theory
• Corporate social responsibility disclosure between Japan
• Two national contexts
• Corporate social responsibility toward employees on employee motivation in enterprises
• Opportunistic behavior in enterprises
• The factors of opportunistic behavior
• Corporate social responsibility toward employees
• Applying 2 stage DEA model
• The corporate social responsibility implementing efficiency of FDI firms
• Foreign direct investment
• Promote FDI firms’ efficient commitment to CSR
• Corporate social responsibility and internal marketing
• Employee turnover intention
• Role of organizational commitmen
• SPSS19 and AMOS23 softwares
• Social responsibility disclosure
• Empirical evidence
• Human resources
• CSR disclosure
• Choosing a tourist destination
• Role of social responsibility
• Good social responsibility practices
• Confirmative factor analysis
• Qualitative variables of CSR reports
• Selected Indian companies
• Corporate Social Responsibility reports
• Role of educational institutions
• Significances of CSR
• Global workforce competition
• Corporate social responsibility programs
• Finance accounting and Auditing
• Corporate social responsibility disclosures
• Legitimacy theory
• Non manufacturing firms
• Rmployees engagement
• City of Salé
• Work performance
• Listed firm
• Directors’ remuneration
• Global Reporting Initiative
• Corporate Responsibility
• Accounting
• Mainsteaming Corporate
• Social Responsibility
• Societal Marketing
• Banking Profession
• Influence of firm size
• Banking firms
• Evidence from Jordan