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Identifying the gap and differences between customers' expectations for banks' corporate social responsibility and the actual scenario

The present study, for the first time, examines the gap between the customers' corporate social responsibility (CSR) expectations and the actual CSR engagement within the nonbranch banking industry. Therefore, the investigation identifies and compares the hierarchy of customers' CSR priori...

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Main Authors: Saeidi, Sayedeh Parastoo, Othman, Mohd Shahwahid, Streimikiene, Dalia, Saaeidi, Seyyed Alireza, Saeidi, Parvaneh, Mardani, Abbas
Format: Article
Language:English
Published: Kaunas Faculty of Humanities, Vilnius University 2017
Online Access:http://psasir.upm.edu.my/id/eprint/62076/1/Identifying%20the%20gap%20and%20differences%20between%20customers%27%20expectations%20for%20banks%27%20corporate%20social%20responsibility%20and%20the%20actual%20scenario.pdf
http://psasir.upm.edu.my/id/eprint/62076/
http://www.transformations.knf.vu.lt/41/article/iden
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spelling my.upm.eprints.620762019-03-22T08:14:04Z http://psasir.upm.edu.my/id/eprint/62076/ Identifying the gap and differences between customers' expectations for banks' corporate social responsibility and the actual scenario Saeidi, Sayedeh Parastoo Othman, Mohd Shahwahid Streimikiene, Dalia Saaeidi, Seyyed Alireza Saeidi, Parvaneh Mardani, Abbas The present study, for the first time, examines the gap between the customers' corporate social responsibility (CSR) expectations and the actual CSR engagement within the nonbranch banking industry. Therefore, the investigation identifies and compares the hierarchy of customers' CSR priorities relative to the bank managers' CSR priorities. In order to address the investigation, the present study fills the gaps of the literature by selecting the first formal and biggest non-branch bank in Iran, known as 'FaraBank', which is part of Mellat Bank (the second largest bank in Iran). The investigation is conducted in the form of a survey, with the data being gathered via questionnaires handed out to Farabank's managers and Mellat bank's customers. Several univariate statistics are implemented synthesize the answers relative to the research focused questions. The initial results revealed that the CSR implementation in Farabank is significantly higher than average weighted score of 4, and enabled the finding that customers have greater expectations compared to bank's actual CSR plan. However, among the five dimensions of CSR, the CSRs that addressed the responsibilities toward customers and community turned out as the top most priorities for both customers and managers in bank. Thereafter, the general CSR, employees, and finally shareholder dimensions are placed as the next priorities for customers, while, this is shareholders, employees, and at last general CSR for bank. Kaunas Faculty of Humanities, Vilnius University 2017 Article NonPeerReviewed text en http://psasir.upm.edu.my/id/eprint/62076/1/Identifying%20the%20gap%20and%20differences%20between%20customers%27%20expectations%20for%20banks%27%20corporate%20social%20responsibility%20and%20the%20actual%20scenario.pdf Saeidi, Sayedeh Parastoo and Othman, Mohd Shahwahid and Streimikiene, Dalia and Saaeidi, Seyyed Alireza and Saeidi, Parvaneh and Mardani, Abbas (2017) Identifying the gap and differences between customers' expectations for banks' corporate social responsibility and the actual scenario. Transformations in Business & Economics, 16 (2 (41)). 106 - 123. ISSN 1648-4460 http://www.transformations.knf.vu.lt/41/article/iden
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
description The present study, for the first time, examines the gap between the customers' corporate social responsibility (CSR) expectations and the actual CSR engagement within the nonbranch banking industry. Therefore, the investigation identifies and compares the hierarchy of customers' CSR priorities relative to the bank managers' CSR priorities. In order to address the investigation, the present study fills the gaps of the literature by selecting the first formal and biggest non-branch bank in Iran, known as 'FaraBank', which is part of Mellat Bank (the second largest bank in Iran). The investigation is conducted in the form of a survey, with the data being gathered via questionnaires handed out to Farabank's managers and Mellat bank's customers. Several univariate statistics are implemented synthesize the answers relative to the research focused questions. The initial results revealed that the CSR implementation in Farabank is significantly higher than average weighted score of 4, and enabled the finding that customers have greater expectations compared to bank's actual CSR plan. However, among the five dimensions of CSR, the CSRs that addressed the responsibilities toward customers and community turned out as the top most priorities for both customers and managers in bank. Thereafter, the general CSR, employees, and finally shareholder dimensions are placed as the next priorities for customers, while, this is shareholders, employees, and at last general CSR for bank.
format Article
author Saeidi, Sayedeh Parastoo
Othman, Mohd Shahwahid
Streimikiene, Dalia
Saaeidi, Seyyed Alireza
Saeidi, Parvaneh
Mardani, Abbas
spellingShingle Saeidi, Sayedeh Parastoo
Othman, Mohd Shahwahid
Streimikiene, Dalia
Saaeidi, Seyyed Alireza
Saeidi, Parvaneh
Mardani, Abbas
Identifying the gap and differences between customers' expectations for banks' corporate social responsibility and the actual scenario
author_facet Saeidi, Sayedeh Parastoo
Othman, Mohd Shahwahid
Streimikiene, Dalia
Saaeidi, Seyyed Alireza
Saeidi, Parvaneh
Mardani, Abbas
author_sort Saeidi, Sayedeh Parastoo
title Identifying the gap and differences between customers' expectations for banks' corporate social responsibility and the actual scenario
title_short Identifying the gap and differences between customers' expectations for banks' corporate social responsibility and the actual scenario
title_full Identifying the gap and differences between customers' expectations for banks' corporate social responsibility and the actual scenario
title_fullStr Identifying the gap and differences between customers' expectations for banks' corporate social responsibility and the actual scenario
title_full_unstemmed Identifying the gap and differences between customers' expectations for banks' corporate social responsibility and the actual scenario
title_sort identifying the gap and differences between customers' expectations for banks' corporate social responsibility and the actual scenario
publisher Kaunas Faculty of Humanities, Vilnius University
publishDate 2017
url http://psasir.upm.edu.my/id/eprint/62076/1/Identifying%20the%20gap%20and%20differences%20between%20customers%27%20expectations%20for%20banks%27%20corporate%20social%20responsibility%20and%20the%20actual%20scenario.pdf
http://psasir.upm.edu.my/id/eprint/62076/
http://www.transformations.knf.vu.lt/41/article/iden
_version_ 1643837663566888960
score 13.211869

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