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 non-branch banking industry. Therefore, the investigation identifies and compares the hierarchy of customers' CSR prior...

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Main Authors: Saeidi, S. P., Othman, M. S. H., Streimikiene, D., Saaeidi, S. A., Saeidi, P., Mardani, A.
Format: Article
Published: Vilnius University 2017
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Online Access:http://eprints.utm.my/id/eprint/75613/
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spelling my.utm.756132018-04-27T01:37:04Z http://eprints.utm.my/id/eprint/75613/ Identifying the gap and differences between customers' expectations for banks' corporate social responsibility and the actual scenario Saeidi, S. P. Othman, M. S. H. Streimikiene, D. Saaeidi, S. A. Saeidi, P. Mardani, A. HD28 Management. Industrial Management 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 non-branch 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. Vilnius University 2017 Article PeerReviewed Saeidi, S. P. and Othman, M. S. H. and Streimikiene, D. and Saaeidi, S. A. and Saeidi, P. and Mardani, A. (2017) Identifying the gap and differences between customers' expectations for banks' corporate social responsibility and the actual scenario. Transformations in Business and Economics, 16 (2). pp. 106-123. ISSN 1648-4460 https://www.scopus.com/inward/record.uri?eid=2-s2.0-85026507971&partnerID=40&md5=403999e4ebffeb81c586b7b4fd3cae1f
institution Universiti Teknologi Malaysia
building UTM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Malaysia
content_source UTM Institutional Repository
url_provider http://eprints.utm.my/
topic HD28 Management. Industrial Management
spellingShingle HD28 Management. Industrial Management
Saeidi, S. P.
Othman, M. S. H.
Streimikiene, D.
Saaeidi, S. A.
Saeidi, P.
Mardani, A.
Identifying the gap and differences between customers' expectations for banks' corporate social responsibility and the actual scenario
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 non-branch 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, S. P.
Othman, M. S. H.
Streimikiene, D.
Saaeidi, S. A.
Saeidi, P.
Mardani, A.
author_facet Saeidi, S. P.
Othman, M. S. H.
Streimikiene, D.
Saaeidi, S. A.
Saeidi, P.
Mardani, A.
author_sort Saeidi, S. P.
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 Vilnius University
publishDate 2017
url http://eprints.utm.my/id/eprint/75613/
https://www.scopus.com/inward/record.uri?eid=2-s2.0-85026507971&partnerID=40&md5=403999e4ebffeb81c586b7b4fd3cae1f
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score 13.209306