Impact of corporate social responsibility (CSR) dimension on customer satisfaction and retention of Nepalese commercial bank / Reshma Shakya 

Public ISBD Title : Impact of corporate social responsibility (CSR) dimension on customer satisfaction and retention of Nepalese commercial bank Material Type: printed text Authors: Reshma Shakya, Author Publication Date: 2014 Pagination: 97p. Size: GRP/Thesis Accompanying material: 2/B General note: Including bibliography Languages : English Descriptors: Banks Banks and banking Commercial banks Corparate Nepal Social responsibility of business Keywords: 'corporate social responsibility  corporate image  banks  banks and banking  commercial banks  banks' Class number: 658.408 Abstract: The concept of corporate Social Responsibility is not a new one. But its focal point changes with the changing requirements of the business and varying social needs. The importance of Corporate Social Responsibility has risen. Demand from customers, employees, the general public, non-governmental organizations and government have made organization and corporate leaders aware of the importance of CSR practice. Today banks are spending millions of dollars on CSR activities to create a stronger relationship with their customers and enhance their reputation. The main objective of the study is to analyze the impact of CSR dimension on customer satisfaction and retention. The study adopted both qualitative and quantitative approach. The study undertakes descriptive research design and used primary data to obtain the objectives of the study. 200 structured questionnaire that was developed and was distributed among the employees and customers of Nepalese commercial bank of Kathmandu valley through friends circle and relatives. The response rate of the study was 183 out of 200. The study has undertaken 5 joint venture banks, 2 governments owned banks and 9 public banks’ customers and employees. Frequency, percentage and descriptive statistics like mean, mode and standard deviation were used for analysis purpose with the help of SPSS software. Cronbach’s alpha was also used for the reliability and validity. The main conclusion of the study is that increased customer satisfaction cause to improve the customer’s intention to stay with business (retention). The undertaken study regarding the impact of CSR dimensions on customer satisfaction and retention has tried to provide the perennial answer of one basic question of this debate whether CSR activities of banks make impact on customer and if so than to what extent they get satisfied with it. In order to evaluate the impact of CSR on customer satisfaction and retention more precisely this study used six dimensions of CSR which are Legal CSR, Ethical CSR, Environmental CSR, Customer centric CSR, Philanthropic CSR and Economic CSR. All the dimensions of CSR have positive relationship with customer satisfaction and retention. This means there is positive impact of CSR practices on customer satisfaction and retention in Nepalese commercial banks. Impact of corporate social responsibility (CSR) dimension on customer satisfaction and retention of Nepalese commercial bank [printed text] / Reshma Shakya, Author . - 2014 . - 97p. ; GRP/Thesis + 2/B. Including bibliography Languages : English Descriptors: Banks Banks and banking Commercial banks Corparate Nepal Social responsibility of business Keywords: 'corporate social responsibility  corporate image  banks  banks and banking  commercial banks  banks' Class number: 658.408 Abstract: The concept of corporate Social Responsibility is not a new one. But its focal point changes with the changing requirements of the business and varying social needs. The importance of Corporate Social Responsibility has risen. Demand from customers, employees, the general public, non-governmental organizations and government have made organization and corporate leaders aware of the importance of CSR practice. Today banks are spending millions of dollars on CSR activities to create a stronger relationship with their customers and enhance their reputation. The main objective of the study is to analyze the impact of CSR dimension on customer satisfaction and retention. The study adopted both qualitative and quantitative approach. The study undertakes descriptive research design and used primary data to obtain the objectives of the study. 200 structured questionnaire that was developed and was distributed among the employees and customers of Nepalese commercial bank of Kathmandu valley through friends circle and relatives. The response rate of the study was 183 out of 200. The study has undertaken 5 joint venture banks, 2 governments owned banks and 9 public banks’ customers and employees. Frequency, percentage and descriptive statistics like mean, mode and standard deviation were used for analysis purpose with the help of SPSS software. Cronbach’s alpha was also used for the reliability and validity. The main conclusion of the study is that increased customer satisfaction cause to improve the customer’s intention to stay with business (retention). The undertaken study regarding the impact of CSR dimensions on customer satisfaction and retention has tried to provide the perennial answer of one basic question of this debate whether CSR activities of banks make impact on customer and if so than to what extent they get satisfied with it. In order to evaluate the impact of CSR on customer satisfaction and retention more precisely this study used six dimensions of CSR which are Legal CSR, Ethical CSR, Environmental CSR, Customer centric CSR, Philanthropic CSR and Economic CSR. All the dimensions of CSR have positive relationship with customer satisfaction and retention. This means there is positive impact of CSR practices on customer satisfaction and retention in Nepalese commercial banks.

Hold

Place a hold on this item

Copies

Barcode	Call number	Media type	Location	Section	Status
56/D	658.408 SHA	Thesis/Dissertation	Uniglobe Library	Technology	Available

---

page 1/1