The Influence of CSR Practices on Lebanese Banking Performance: The Mediating Effects of Customers’ Expectations

Zeina Hassanein and Mehmet Yeşiltaş
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Zeina Hassanein: Department of Business Administration, Cyprus International University, Via Mersin 10, Nicosia 99010, Turkey
Mehmet Yeşiltaş: Business Administration, Faculty of Economics and Administrative Sciences, Cyprus International University, Via Mersin 10, Nicosia 99010, Turkey

Sustainability, 2021, vol. 14, issue 1, 1-20

Abstract: Corporate social responsibility (CSR) issues in developing markets have acquired a lot of attention. Organisations around the globe apply a diversified set of technologies to approaching customer expectations through banking performance. This study examines the impact of CSR on Lebanese banking performance. Primary data from questionnaires were used. A total of 1000 observations were collected using a 5-point Likert scale method adopted to formulate the items. The questionnaire was tested to assess its trustworthiness regarding data collection. Partial least square structural equation modelling (PLS-SEM) was used to test the hypothesis. The overall results demonstrated the significance of CSR in terms of meeting customers’ expectations and maintaining banking performance. All CSR dimensions demonstrated a positive impact on customer expectations and Lebanese banking performance. Moreover, customer expectations proved to be a mediator between CSR and banking performance, although there was partial mediation between CSR and banking performance.

Keywords: corporate social responsibility; customer expectations; bank performance; Lebanon (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:14:y:2021:i:1:p:268-:d:712296

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