The effect of corporate social responsibility on loyalty according to the role of mediators (Satisfaction, Trust and Corporate Image) from clients perspective : case study : bank of Palestine-Gaza Strip
Other Title(s)
أثر المسئولية الاجتماعية على الولاء وفقا لدور العوامل الوسيطة (رضا العميل، الثقة و صورة المنظمة) من وجهة نظر العملاء : دراسة حالة : بنك فلسطين-قطاع غزة
Dissertant
Thesis advisor
University
Islamic University
Faculty
Faculty of Commerce
Department
Department of Business Administration
University Country
Palestine (Gaza Strip)
Degree
Master
Degree Date
2017
English Abstract
The main purpose of this study is to examine the effect of Corporate Social Responsibility (CSR) on Bank of Palestine's clients loyalty in Gaza Strip, and to explore the role of mediators ( satisfaction, trust and corporate image ) in the relationship between CSR and loyalty.
The main dimensions of CSR are: economic, legal, ethical, philanthropic/voluntary and environmental responsibility towards clients and the community.
The study targets all branches of Bank of Palestine in Gaza Strip which are eight.The descriptive analytical method was used and utilized both primary and secondary sources of data.
A structured questionnaire including 61 closed ended questions were specially designed for this study.
Questionnaires were distributed to bank's clients at all branches.
A number of 353 questionnaires were valid for analysis .
The results show that Bank of Palestine is concerned of ( economic, legal ,ethical ,voluntary and environmental ) responsibilities toward its clients and community as a whole.
Philanthropic\voluntary responsibility has the most significant effect on clients loyalty followed by environmental , legal and economic , while the ethical responsibility has insignificant effect on clients loyalty.
Corporate image and customer satisfaction mediate the relationship between CSR and loyalty.
On the other hand, trust has insignificant effect on clients loyalty and it dose not mediate the relationship between CSR and loyalty.
The main recommendations of this study are asserted to pay special attention by banking sector to CSR through paying more efforts to develop banks economic, legal, ethical , philanthropic and environmental responsibilities to gain clients loyalty.
Moreover, providing a training programs for bank's staff to increase their ability and skills to solve the various issues and problems that customer faced, improve their methods in handling clients complaints and problems in order to be solved more quickly, and train their staff how to deal with different clients (be more kind and professional) in order to leave a good impression in the mind of their clients.
Main Subjects
No. of Pages
190
Table of Contents
Table of contents.
Abstract.
Abstract in Arabic.
Chapter One : The research general framework.
Chapter Two : Literature review.
Chapter Three : Previous studies.
Chapter Four : Research design and methodology.
Chapter Five : Data analysis and hypotheses testing.
Chapter Six : Conclusions and recommendations.
References.
American Psychological Association (APA)
Abu Samrah, Muna Yunus Awdah. (2017). The effect of corporate social responsibility on loyalty according to the role of mediators (Satisfaction, Trust and Corporate Image) from clients perspective : case study : bank of Palestine-Gaza Strip. (Master's theses Theses and Dissertations Master). Islamic University, Palestine (Gaza Strip)
https://search.emarefa.net/detail/BIM-911986
Modern Language Association (MLA)
Abu Samrah, Muna Yunus Awdah. The effect of corporate social responsibility on loyalty according to the role of mediators (Satisfaction, Trust and Corporate Image) from clients perspective : case study : bank of Palestine-Gaza Strip. (Master's theses Theses and Dissertations Master). Islamic University. (2017).
https://search.emarefa.net/detail/BIM-911986
American Medical Association (AMA)
Abu Samrah, Muna Yunus Awdah. (2017). The effect of corporate social responsibility on loyalty according to the role of mediators (Satisfaction, Trust and Corporate Image) from clients perspective : case study : bank of Palestine-Gaza Strip. (Master's theses Theses and Dissertations Master). Islamic University, Palestine (Gaza Strip)
https://search.emarefa.net/detail/BIM-911986
Language
English
Data Type
Arab Theses
Record ID
BIM-911986