Corporate Social Responsibilities Impact on Customers' Loyalty in Commercial Banks in Nghe An
Authors: Banh Thi Thao, Hoang Thi Viet, Le Thi Tra Giang
Review of Finance
: kỳ 2 tháng 3/2024 (821) : 157-161
Publishing year: 3/2024
The study aims to examine the impact of corporate social responsibility on customer loyalty through a survey of 250 customers at commercial banks in Nghe An province. Research results show that the corporate social responsibility of commercial banks indirectly impacts customer loyalty through four consequences: Customer Emotions, Customer Satisfaction, Customer Trust, and the Bank’s Identification of customers. Corporate social responsibility has the strongest impact on customer identification, and customer loyalty is most strongly impacted by customer satisfaction
corporate social responsibility, customer loyalty, commercial banks.
