Malaysia’s SMEs credit industry: CSR taxanomy activities

Edward Wong Sek Khin (), Moghavvemi Sedigheh, Lee Su Teng and Rusnah Muhamad
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Edward Wong Sek Khin: University of Malaya, Kuala Lumpur, Malaysia
Moghavvemi Sedigheh: University of Malaya, Kuala Lumpur, Malaysia
Lee Su Teng: University of Malaya, Kuala Lumpur, Malaysia
Rusnah Muhamad: University of Malaya, Kuala Lumpur, Malaysia

The Audit Financiar journal, 2018, vol. 16, issue 150, 278

Abstract: This paper studies the CSR taxonomy of customer satisfaction and their trust and loyalty activities to the local SMEs credit and lending industry in Malaysia. The data was collected from 365 customers based on convenience sampling and data analysed using structural equation modelling. The results show that all the items (customer satisfaction, trust and loyalty construct) have high factor loadings (0.7) and the composite reliability of all the construct is acceptable (around 0.8) CAR. This paper also reaffirms that quality services which satisfy customer, increase bank image, and customer trust and loyalty. The findings of this study are to investigate credit firms’ managers to decide upon resource allocation and planning for their future service in order to enhance their customers’ satisfaction and loyalty. Satisfied customers are the ones who will continue using service and will not change to the other banks or they will be loyal and will recommend the credit firms to others. Therefore managers should think about constant improvement of quality services, which meet the expectations of customers.

Keywords: CSR; customer satisfaction; image; loyalty; structural equation modelling; trust (search for similar items in EconPapers)
JEL-codes: M41 (search for similar items in EconPapers)
Date: 2018
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