Effect of Corporate Social Responsibility on Consumer Satisfaction and Consumer Loyalty of Private Banking Companies in Peru
![Thumbnail](/bitstream/handle/20.500.13053/7152/sustainability-14-09078.pdf.jpg?sequence=4&isAllowed=y)
View/ Open
Download
(application/pdf: 940.8Kb)
(application/pdf: 940.8Kb)
Date
2022-07-25Author(s)
Leclercq-Machado,Luigi
Alvarez-Risco, Aldo
Esquerre-Botton, Sharon
Almanza-Cruz, Camila
Anderson-Seminario, Maria de las Mercedes
Del-Aguila-Arcentales, Shyla
Yáñez , Jaime A.
Metadata
Show full item recordAbstract
“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.
“
Collections
- Web of Science (WOS) [236]