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Analyzing the Level of CSR Practices in Relation to Customer Satisfaction in the Context of Banking Industry in Bangladesh

Author

Listed:
  • Md. Sumon Hossain

    (Department of Accounting and Information Systems, University of Rajshahi, Bangladesh,)

  • Md. Johir Rayhan

    (Department of Banking and Insurance, Faculty of Business Studies, University of Dhaka, Dhaka-1000, Bangladesh; & Department of Finance and Banking, Jashore University of Science and Technology, Jashore-7408, Bangladesh)

  • Maeen Uddin

    (Department of Management, Jashore University of Science and Technology, Jashore-7408, Bangladesh)

  • S.M. Masudur Rahman

    (School of Business, Faculty of Business, Design and Arts, Swinburne University of Technology, Sarawak, Malaysia; & Department of Finance, Faculty of Business Studies, University of Rajshahi-6205, Bangladesh)

Abstract

This study aims to show the degree of Corporate Social Responsibility (CSR) practices and satisfaction of customer that are related while determining the relationship (Significant or Insignificant) between these two in the context of banking industry in Bangladesh. Authors adopt simple random sampling and collects data from 335 customers of ten listed banking companies through a survey questionnaire. The data have been analyzed through employing various statistical tests such as Skewness, kurtosis, cook distance, variance inflation factor (VIF), Durbin-Watson statistics and simple regression analysis. According to the authors' analysis of the composite Index, the teacher's mean customer satisfaction (CS) index and mean CSR practice index are both at their highest levels. The relationship measured by composite index between CSR practice and customer satisfaction that is found strongly positive and significant, indicated by empirical findings. The finding implies that if CSR initiatives increase, customer satisfaction levels will rise as a result. The authors have deduced from the literature that there isn't any evidence of an investigation that looks at the relationship between CSR practices and customer satisfaction among Bangladeshi companies; hence, there is a contribution to new knowledge as the analysis produces new insights in the context of a developing economy.

Suggested Citation

  • Md. Sumon Hossain & Md. Johir Rayhan & Maeen Uddin & S.M. Masudur Rahman, 2023. "Analyzing the Level of CSR Practices in Relation to Customer Satisfaction in the Context of Banking Industry in Bangladesh," International Journal of Economics and Financial Issues, Econjournals, vol. 13(4), pages 92-101, July.
    • Handle: RePEc:eco:journ1:2023-04-12
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    References listed on IDEAS

    as
    1. Ahmad Al Jarah & Okechukwu Lawrence Emeagwali, 2017. "Corporate social responsibility and behavioral intention: the moderator effect of contextual factors," Social Responsibility Journal, Emerald Group Publishing Limited, vol. 13(4), pages 678-697, October.
    2. Shumookh Abdul Aziz Al-Ghamdi & Nada Saleh Badawi, 2019. "Do corporate social responsibility activities enhance customer satisfaction and customer loyalty? Evidence from the Saudi banking sector," Cogent Business & Management, Taylor & Francis Journals, vol. 6(1), pages 1662932-166, January.
    3. Peter Boatwright & Ajay Kalra & Wei Zhang, 2008. "Research Note--Should Consumers Use the Halo to Form Product Evaluations?," Management Science, INFORMS, vol. 54(1), pages 217-223, January.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    CSR Practices; Customer Satisfaction; Banking Sector; Simple Regression Model;
    All these keywords.

    JEL classification:

    • M4 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Accounting
    • M41 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Accounting - - - Accounting

    Statistics

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