Effect of Corporate Social Responsibility on Consumer Satisfaction and Consumer Loyalty of Private Banking Companies in Peru

Abstract

This study aimed to determine the effect of corporate social responsibility (CSR) on consumer satisfaction and loyalty in the Peruvian private banking sector. A total of 390 bank consumers fulfilled an online survey. It evaluated the effect of corporate social responsibility (CSR), customer satisfaction (CS), and customer trust (CT) on customer loyalty. The results suggest that CSR and customer satisfaction, through customer trust, have a positive effect on customer loyalty. The model explained 63.6% of customer loyalty. Outcomes of the bootstrapping test showed that the path coefficients were significant. The research findings may help bank managers to understand customers’ satisfaction and trust, which can create a preference and loyalty for their firms. The study’s novelty is based on the use of the partial least square structural equation modeling technique (PLS-SEM) to evaluate CSR in the financial sector in Peru.

Corporate social Responsibility's impact on passenger loyalty and satisfaction in the Chinese airport industry: The moderating role of green HRM

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Linking Corporate Social Responsibility, Consumer Identification and Purchasing Intention

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“…Giving out branded items to clients can help firms become noticed in the beginning [67]. CSR has increasingly been seen to be tied to a company's reputation and brand identity [41]. Customer satisfaction is connected to brand image [68].…”

Impact of logistics performance on the store image, consumer satisfaction and loyalty: a quantitative case study

“…Satisfaction is a necessary condition for the development of customer loyalty, but not sufficient (Bouzaâbia & Boumaiza, 2013). The literature has long shown that the former has a direct influence on the latter (Ndjambou, 2018;Goranda, Nurhayati, & Simanjuntak, 2021;Leclercq-Machado et al, 2022). The hypothesis H1 is developed as follows:…”

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