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Abstract
The study aims to investigate the mediating and moderating role of customer satisfaction and corporate
image on the relationship between corporate social responsibilities and customer loyalty in Commercial
Banks. Data were collected thoroughly from the customers of commercial banks by using a convenience
sampling technique, targeting 385 customers of commercial banks. The study utilized an adopted
questionnaire featuring a rigorous five-point Likert scale. Likewise, a descriptive and causal comparative
research design was employed, complemented by a comprehensive array of statistical measures,
including Mean, Standard Deviation, Correlation, and Regression, One way ANOVA, sample t-test
meticulously chosen for robust data analysis. The finding revealed that the corporate social
responsibilities of commercial bank positively contribute to customer loyalty and customer satisfaction.
Likewise, the consumer protection has positively effect on corporate social responsibilities. Likewise,
economic responsibilities, environmental contribution, ethical responsibilities, legal responsibilities and
philanthropic responsibilities of commercial bank or the good indicators of corporate social
responsibilities. The study suggests that focusing on corporate social responsibilities, including consumer
protection, economic, environmental, ethical, legal, and philanthropic aspects, can enhance customer
satisfaction and loyalty in commercial banks.
Key words: Corporate social responsibilities, customer loyalty, customer satisfaction, corporate image,
commercial One-way bank.