CSR as a Driver of Satisfaction and Loyalty in Commercial Banks in the Czech Republic

• Autorzy: Jiří Paulík , Felix Kombo
• Języki publikacji: EN

Abstrakty

EN

This paper is focused on Corporate Social Responsibility (CSR) and its effects on satisfaction and loyalty of bank customers and employees in the Czech Republic. The aim of this paper is to figure out whether CSR strategy of bank affects satisfaction and loyalty of bank customers and employees. The research was conducted using quantitative method of questionnaire survey and descriptive statistics was used to analyze data to support the research results. It was found out that 87 % of Czech bank customers are satisfied with their banks. The data analysis also indicated a positive relationship between customer satisfaction and customer loyalty. However, based on the results, customers' perception of CSR does not have significant effect on their satisfaction. (original abstract)

Słowa kluczowe

EN

Corporate Social Responsibility (CSR); Banking; Loyalty; Customer satisfaction

PL

Społeczna odpowiedzialność biznesu; Bankowość; Lojalność; Satysfakcja klienta

• Czasopismo: Journal of International Studies
• Rocznik: 2015
• Tom: 8
• Numer: nr 3
• Strony: 112--127

Twórcy

autor

Jiří Paulík

• Tomas Bata University in Zlín, Czech Republic

autor

Felix Kombo

• Tomas Bata University in Zlín, Czech Republic

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Identyfikatory

DOI

10.14254/2071-8330.2015/8-3/9