Corporate Social Responsibility, Customer Satisfaction, and Customer Loyalty in Banking Institutions: A Literature Review

Stratos Kartsonakis () and Evangelos Grigoroudis ()
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Stratos Kartsonakis: Technical University of Crete
Evangelos Grigoroudis: Technical University of Crete

A chapter in Sustainable Finance and ESG, 2023, pp 47-70 from Palgrave Macmillan

Abstract: Abstract Corporate social responsibility (CSR) is a concept adopted by various businesses and organizations and it is being constantly examined by researchers. One of the major industries that has incorporated CSR activities into their strategies is the bank sector. Literature in this topic is still being developed and multiple studies have emerged that investigate the impact of CSR on customer satisfaction and customer loyalty. Thus, the aim of this chapter is to review literature on the relationship between CSR, customer satisfaction, and loyalty. Related articles appearing in international journals from 2009 to 2021 have been examined and the findings provide an insight into the various perceptions of CSR and its impact on customer satisfaction and loyalty.

Keywords: Corporate social responsibility; Customer satisfaction; Customer loyalty; Bank institutions (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:pal:pmschp:978-3-031-24283-0_3

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DOI: 10.1007/978-3-031-24283-0_3

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