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

Mostrar el registro sencillo del ítem

dc.contributor.author Leclercq-Machado, Luigi es_ES
dc.contributor.author Alvarez-Risco, Aldo es_ES
dc.contributor.author Esquerre-Botton, Sharon es_ES
dc.contributor.author Almanza-Cruz, Camila es_ES
dc.contributor.author Anderson-Seminario, María de las Mercedes es_ES
dc.contributor.author Del-Aguila-Arcentales, Shyla es_ES
dc.contributor.author Yáñez, Jaime A. es_ES
dc.date.accessioned 2022-11-23T21:55:38Z
dc.date.available 2022-11-23T21:55:38Z
dc.date.issued 2022-07-25
dc.identifier.uri https://hdl.handle.net/20.500.13053/7230
dc.description.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." es_ES
dc.format application/pdf es_ES
dc.language.iso eng es_ES
dc.publisher MDPI es_ES
dc.rights info:eu-repo/semantics/openAccess es_ES
dc.rights.uri https://creativecommons.org/licenses/by/4.0/ es_ES
dc.subject "corporate social responsibility; customer satisfaction; customer trust; customer loyalty; retail banking; Peru" es_ES
dc.title Effect of Corporate Social Responsibility on Consumer Satisfaction and Consumer Loyalty of Private Banking Companies in Peru es_ES
dc.type info:eu-repo/semantics/article es_ES
dc.identifier.doi https://doi.org/10.3390/su14159078 es_ES
dc.type.version info:eu-repo/semantics/publishedVersion es_ES
dc.publisher.country CH es_ES
dc.subject.ocde http://purl.org/pe-repo/ocde/ford#3.03.00 es_ES


Ficheros en el ítem

Este ítem aparece en la(s) siguiente(s) colección(ones)

Mostrar el registro sencillo del ítem

info:eu-repo/semantics/openAccess Excepto si se señala otra cosa, la licencia del ítem se describe como info:eu-repo/semantics/openAccess

Buscar en DSpace


Listar

Mi cuenta

Estadísticas