Corporate Social Responsibility and Bank’s Performance under the Mediating Role of Customer Satisfaction and Bank Reputation
This paper aims to examine the indirect linkage between corporate social responsibility (CSR) and firm performance via the effects of customer satisfaction and bank reputation. The study applies Structural Equation Modelling (SEM) to a sample of top managers, finance managers, chief accountants, and...
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| Format: | Article |
| Language: | English |
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Ital Publication
2022-09-01
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| Series: | Emerging Science Journal |
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| Online Access: | https://ijournalse.org/index.php/ESJ/article/view/1279 |
| _version_ | 1828068007218249728 |
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| author | Kim Quoc Trung Nguyen |
| author_facet | Kim Quoc Trung Nguyen |
| author_sort | Kim Quoc Trung Nguyen |
| collection | DOAJ |
| description | This paper aims to examine the indirect linkage between corporate social responsibility (CSR) and firm performance via the effects of customer satisfaction and bank reputation. The study applies Structural Equation Modelling (SEM) to a sample of top managers, finance managers, chief accountants, and employees in Vietnamese state-owned commercial banks. The findings explore the statistically significant effect of CSR on bank performance under the mediating role of customer satisfaction and bank reputation, which are not concerned by previous studies. Because CSR activities assist banks in maintaining their reputation by complying with a long-term commitment to stakeholders' interests and providing valuable customer benefits to increase their satisfaction. So, the research results show that customer satisfaction and the bank's reputation promote a positive relationship between CSR and bank performance.
Doi: 10.28991/ESJ-2022-06-06-012
Full Text: PDF |
| first_indexed | 2024-04-10T23:56:20Z |
| format | Article |
| id | doaj.art-0ca3e11ec73e435c9ebf1106c09ce49c |
| institution | Directory Open Access Journal |
| issn | 2610-9182 |
| language | English |
| last_indexed | 2024-04-10T23:56:20Z |
| publishDate | 2022-09-01 |
| publisher | Ital Publication |
| record_format | Article |
| series | Emerging Science Journal |
| spelling | doaj.art-0ca3e11ec73e435c9ebf1106c09ce49c2023-01-10T12:50:42ZengItal PublicationEmerging Science Journal2610-91822022-09-01661409142910.28991/ESJ-2022-06-06-012387Corporate Social Responsibility and Bank’s Performance under the Mediating Role of Customer Satisfaction and Bank ReputationKim Quoc Trung Nguyen0University of Finance – Marketing, Ho Chi Minh City 700,000,This paper aims to examine the indirect linkage between corporate social responsibility (CSR) and firm performance via the effects of customer satisfaction and bank reputation. The study applies Structural Equation Modelling (SEM) to a sample of top managers, finance managers, chief accountants, and employees in Vietnamese state-owned commercial banks. The findings explore the statistically significant effect of CSR on bank performance under the mediating role of customer satisfaction and bank reputation, which are not concerned by previous studies. Because CSR activities assist banks in maintaining their reputation by complying with a long-term commitment to stakeholders' interests and providing valuable customer benefits to increase their satisfaction. So, the research results show that customer satisfaction and the bank's reputation promote a positive relationship between CSR and bank performance. Doi: 10.28991/ESJ-2022-06-06-012 Full Text: PDFhttps://ijournalse.org/index.php/ESJ/article/view/1279bank’s performancevietnam bank reputationcustomer satisfactioncorporate social responsibilitycsr. |
| spellingShingle | Kim Quoc Trung Nguyen Corporate Social Responsibility and Bank’s Performance under the Mediating Role of Customer Satisfaction and Bank Reputation Emerging Science Journal bank’s performance vietnam bank reputation customer satisfaction corporate social responsibility csr. |
| title | Corporate Social Responsibility and Bank’s Performance under the Mediating Role of Customer Satisfaction and Bank Reputation |
| title_full | Corporate Social Responsibility and Bank’s Performance under the Mediating Role of Customer Satisfaction and Bank Reputation |
| title_fullStr | Corporate Social Responsibility and Bank’s Performance under the Mediating Role of Customer Satisfaction and Bank Reputation |
| title_full_unstemmed | Corporate Social Responsibility and Bank’s Performance under the Mediating Role of Customer Satisfaction and Bank Reputation |
| title_short | Corporate Social Responsibility and Bank’s Performance under the Mediating Role of Customer Satisfaction and Bank Reputation |
| title_sort | corporate social responsibility and bank s performance under the mediating role of customer satisfaction and bank reputation |
| topic | bank’s performance vietnam bank reputation customer satisfaction corporate social responsibility csr. |
| url | https://ijournalse.org/index.php/ESJ/article/view/1279 |
| work_keys_str_mv | AT kimquoctrungnguyen corporatesocialresponsibilityandbanksperformanceunderthemediatingroleofcustomersatisfactionandbankreputation |