Investigating customer uncertainty and satisfaction in the banking industry: the role of organisational silence towards the customer, organisational hypocrisy and corporate social irresponsibility

Omid SolatiNik, Reza Salehzadeh and Seyed Mehdi Mirmehdi

International Journal of Business Innovation and Research, 2023, vol. 32, issue 1, 25-46

Abstract: The purpose of this paper is to investigate the effect of organisational silence towards customer, organisational hypocrisy and corporate social irresponsibility on customer uncertainty and satisfaction. A cross-sectional research design, drawing upon a questionnaire survey was employed to collect data from a sample of bank customers in Iran. Structural equation modelling was performed to test the relationship among the research variables using findings from the 1,095 participants. The results revealed that organisational silence towards customers, organisational hypocrisy and corporate social irresponsibility positively influenced customer uncertainty and satisfaction. In addition, customer uncertainty was a direct antecedent of customer satisfaction. This study contributes to the literature of customer satisfaction in the banking industry by being the first to investigate the simultaneous impact of organisational silence, organisational hypocrisy, corporate social irresponsibility and customer uncertainty on customer satisfaction.

Keywords: customer satisfaction; customer uncertainty; organisational silence towards customer; organisational hypocrisy; corporate social irresponsibility. (search for similar items in EconPapers)
Date: 2023
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=134256 (text/html)
Access to full text is restricted to subscribers.

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:ids:ijbire:v:32:y:2023:i:1:p:25-46

Access Statistics for this article

More articles in International Journal of Business Innovation and Research from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().