Do CSR Practices Of Banks In Mauritius Lead To Satisfaction And Loyalty?
This study aims to determine how CSR activities of banks in Mauritius impact on customers’ satisfaction and loyalty towards banks. A stakeholder approach to CSR and Carroll’s (1991) four part definition was adopted, which included economic, legal, ethical and philanthropic corporate social responsib...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Sciendo
2015-08-01
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| Series: | Studies in Business and Economics |
| Subjects: | |
| Online Access: | https://doi.org/10.1515/sbe-2015-0025 |
| _version_ | 1818366173192912896 |
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| author | Ramlugun Vidisha Gunesh Raboute Wendy Geraldine |
| author_facet | Ramlugun Vidisha Gunesh Raboute Wendy Geraldine |
| author_sort | Ramlugun Vidisha Gunesh |
| collection | DOAJ |
| description | This study aims to determine how CSR activities of banks in Mauritius impact on customers’ satisfaction and loyalty towards banks. A stakeholder approach to CSR and Carroll’s (1991) four part definition was adopted, which included economic, legal, ethical and philanthropic corporate social responsibilities. A three- section questionnaire was used for data collection. 384 questionnaires were distributed, out of which 352 were returned. The results indicate that philanthropic CSR, economic CSR and ethical CSR, in their order of descending importance, are significant predictors of customer satisfaction and loyalty. The study shows that legal responsibilities however did not influence customer satisfaction and loyalty. The study concludes that philanthropic, economic and ethical CSR could be areas to further investigate with a view to benefit from competitive advantage in the banking sector. The study purports to contribute to existing literature by providing evidence that Carroll’s model may not be applicable in non-western context, more particularly so, in small economies. The study also advocates future research avenues. |
| first_indexed | 2024-12-13T22:31:57Z |
| format | Article |
| id | doaj.art-5bad2168f7d144429605b5e1199daf27 |
| institution | Directory Open Access Journal |
| issn | 2344-5416 |
| language | English |
| last_indexed | 2024-12-13T22:31:57Z |
| publishDate | 2015-08-01 |
| publisher | Sciendo |
| record_format | Article |
| series | Studies in Business and Economics |
| spelling | doaj.art-5bad2168f7d144429605b5e1199daf272022-12-21T23:29:04ZengSciendoStudies in Business and Economics2344-54162015-08-0110212814410.1515/sbe-2015-0025sbe-2015-0025Do CSR Practices Of Banks In Mauritius Lead To Satisfaction And Loyalty?Ramlugun Vidisha Gunesh0Raboute Wendy Geraldine1Faculty of Law and Management, University of MauritiusFaculty of Law and Management, University of MauritiusThis study aims to determine how CSR activities of banks in Mauritius impact on customers’ satisfaction and loyalty towards banks. A stakeholder approach to CSR and Carroll’s (1991) four part definition was adopted, which included economic, legal, ethical and philanthropic corporate social responsibilities. A three- section questionnaire was used for data collection. 384 questionnaires were distributed, out of which 352 were returned. The results indicate that philanthropic CSR, economic CSR and ethical CSR, in their order of descending importance, are significant predictors of customer satisfaction and loyalty. The study shows that legal responsibilities however did not influence customer satisfaction and loyalty. The study concludes that philanthropic, economic and ethical CSR could be areas to further investigate with a view to benefit from competitive advantage in the banking sector. The study purports to contribute to existing literature by providing evidence that Carroll’s model may not be applicable in non-western context, more particularly so, in small economies. The study also advocates future research avenues.https://doi.org/10.1515/sbe-2015-0025mauritiusstakeholder approachcsrbankssatisfaction and loyalty |
| spellingShingle | Ramlugun Vidisha Gunesh Raboute Wendy Geraldine Do CSR Practices Of Banks In Mauritius Lead To Satisfaction And Loyalty? Studies in Business and Economics mauritius stakeholder approach csr banks satisfaction and loyalty |
| title | Do CSR Practices Of Banks In Mauritius Lead To Satisfaction And Loyalty? |
| title_full | Do CSR Practices Of Banks In Mauritius Lead To Satisfaction And Loyalty? |
| title_fullStr | Do CSR Practices Of Banks In Mauritius Lead To Satisfaction And Loyalty? |
| title_full_unstemmed | Do CSR Practices Of Banks In Mauritius Lead To Satisfaction And Loyalty? |
| title_short | Do CSR Practices Of Banks In Mauritius Lead To Satisfaction And Loyalty? |
| title_sort | do csr practices of banks in mauritius lead to satisfaction and loyalty |
| topic | mauritius stakeholder approach csr banks satisfaction and loyalty |
| url | https://doi.org/10.1515/sbe-2015-0025 |
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