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Malaysia’s SMEs credit industry: CSR taxanomy activities

Author

Listed:
  • Edward Wong Sek KHIN

    (University of Malaya, Kuala Lumpur, Malaysia)

  • Moghavvemi SEDIGHEH

    (University of Malaya, Kuala Lumpur, Malaysia)

  • Lee Su TENG

    (University of Malaya, Kuala Lumpur, Malaysia)

  • Rusnah MUHAMAD

    (University of Malaya, Kuala Lumpur, Malaysia)

Abstract

This paper studies the CSR taxonomy of customer satisfaction and their trust and loyalty activities to the local SMEs credit and lending industry in Malaysia. The data was collected from 365 customers based on convenience sampling and data analysed using structural equation modelling. The results show that all the items (customer satisfaction, trust and loyalty construct) have high factor loadings (0.7) and the composite reliability of all the construct is acceptable (around 0.8) CAR. This paper also reaffirms that quality services which satisfy customer, increase bank image, and customer trust and loyalty. The findings of this study are to investigate credit firms’ managers to decide upon resource allocation and planning for their future service in order to enhance their customers’ satisfaction and loyalty. Satisfied customers are the ones who will continue using service and will not change to the other banks or they will be loyal and will recommend the credit firms to others. Therefore managers should think about constant improvement of quality services, which meet the expectations of customers.

Suggested Citation

  • Edward Wong Sek KHIN & Moghavvemi SEDIGHEH & Lee Su TENG & Rusnah MUHAMAD, 2018. "Malaysia’s SMEs credit industry: CSR taxanomy activities," The Audit Financiar journal, Chamber of Financial Auditors of Romania, vol. 16(150), pages 278-278.
    • Handle: RePEc:aud:audfin:v:16:y:2018:i:150:p:278
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    References listed on IDEAS

    as
    1. Ghalib Sanjuq, 2014. "The Impact of Service Quality Delivery on Customer Satisfaction in the Banking Sector in Riyadh, Saudi Arabia," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 5(4), pages 77-84, July.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    CSR; customer satisfaction; image; loyalty; structural equation modelling; trust;
    All these keywords.

    JEL classification:

    • M41 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Accounting - - - Accounting

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