Corporate social responsibility in the Palestinian banking sector: key insights and impacts

Maisa Y. Burbar and Suzan J. Shkukani

Social Responsibility Journal, 2025, vol. 21, issue 10, 2356-2375

Abstract: PurposeThis study aims to explore the relationship between corporate social responsibility (CSR) and customer satisfaction, examining how customer satisfaction mediates the effects of CSR on the overall corporate image and loyalty within the Palestinian banking sector.Design/methodology/approachQuantitative methods were used, with surveys and questionnaires distributed via Google Forms. A total of 323 bank customers participated in the online survey. Three hypotheses were formulated, and statistical regression analysis was used for testing them. Process v4 by Hayes was used to assess the research models and hypotheses.FindingsResults indicate that CSR significantly influences customer satisfaction in the banking sector. In addition, customer satisfaction is a crucial mediator in the relationship between CSR and corporate image and customer loyalty.Practical implicationsThe insights from this study can assist bank managers and directors in devising effective strategies, underscoring CSR’s role as a pivotal marketing strategy and its potential to enhance customer loyalty and corporate image.Originality/valueWhile prior research has mainly focused on corporate image as a mediator in the relationship between CSR and customer loyalty, this study considers the mediating role of customer satisfaction, offering valuable insights into the interrelations among customer satisfaction, corporate image and loyalty within the Palestinian banking sector and providing a deeper understanding of how CSR initiatives affect customer trust and long-term loyalty within the Palestinian context.

Keywords: Corporate social responsibility; Customer satisfaction; Corporate image; Customer loyalty (search for similar items in EconPapers)
Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.emerald.com/srj/article/21/10/2356/130 ... y-in-the-Palestinian (text/html)
https://www.emerald.com/srj/article-pdf/21/10/2356 ... j-09-2024-0616en.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eme:srjpps:srj-09-2024-0616

DOI: 10.1108/SRJ-09-2024-0616

Access Statistics for this article

Social Responsibility Journal is currently edited by Prof David Crowther

More articles in Social Responsibility Journal from Emerald Group Publishing Limited
Bibliographic data for series maintained by Emerald Support ().