Impact of corporate social responsibility performed by Turkish banks related to COVID-19 on customer satisfaction and loyalty

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dc.contributor.authorYılmazel, Sefa Emre
dc.contributor.authorKarademir, Aslı Çillioğlu
dc.date.accessioned2024-10-04T19:05:27Z
dc.date.available2024-10-04T19:05:27Z
dc.date.issued2022
dc.departmentBayburt Üniversitesien_US
dc.description.abstractThe study aims to evaluate the support provided by banks in the COVID-19 era and to investigate the effect on consumer preferences. In this direction, the effects of CSR variables (economic, legal, ethical, philanthropic) and corporate interactions (corporate image, CSR trust, corporate evaluation) on consumer preferences (customer satisfaction, customer loyalty) were investigated. The study collected data from bank customers who showed corporate social responsibility practices; in total, 346 data were collected in Turkey. Confirmatory factor analysis and path analysis were performed in the Amos 22.0 program. The results of this study demonstrated that the impact of CSR variables on corporate image, trust and evaluation had been proven. While economic and ethical responsibilities positively affect the corporate image, legal and philanthropic responsibilities increase consumers’ trust. In addition, legal responsibilities positively affect consumers' evaluation of the banks. The results also confirm that corporate image, trust and evaluation affect customer satisfaction and loyalty. With this study, it will be possible to improve the behaviour of banks in this direction in times of crisis by revealing the preferences of bank customers for corporate social responsibility components.en_US
dc.identifier.doi10.15295/bmij.v10i4.2121
dc.identifier.endpage1240en_US
dc.identifier.issn2148-2586
dc.identifier.issue4en_US
dc.identifier.startpage1228en_US
dc.identifier.trdizinid1169370en_US
dc.identifier.urihttps://doi.org/10.15295/bmij.v10i4.2121
dc.identifier.urihttps://search.trdizin.gov.tr/tr/yayin/detay/1169370
dc.identifier.urihttp://hdl.handle.net/20.500.12403/4423
dc.identifier.volume10en_US
dc.indekslendigikaynakTR-Dizinen_US
dc.language.isoenen_US
dc.relation.ispartofBusiness and Management Studies: An International Journalen_US
dc.relation.publicationcategoryMakale - Ulusal Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.titleImpact of corporate social responsibility performed by Turkish banks related to COVID-19 on customer satisfaction and loyaltyen_US
dc.typeArticleen_US

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