Impact of Societal Participation on Customer Satisfaction: Economic-Environmental Analysis from Saudi Banks

• 발행기관: 한국유통과학회
• 저자명: Hassan M. SOMILI
• 간행물 정보: 『The Journal of Asian Finance, Economics and Business(JAFEB)』The Journal of Asian Finance, Economics, and Business Vol. 9 No.5, 177~186쪽, 전체 10쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2022.05.30

영문 초록

This study aimed to measure the impact of societal participation of Saudi banks on customer satisfaction and determine the statistical differences in customer satisfaction according to sex, age, income, education, and work type. Societal participation has economic and environmental dimensions. The study population includes all Saudis in the government, military, and private sectors reaching 3.58 million in 2021. The unit of analysis is Saudi customers of commercial banks. The 12 banks have societal programs. The research tool is a “Questionnaire,” It is distributed face-to-face at places of work. The study concludes that economic participation has no impact on customer satisfaction; however, the impact of environmental participation on customer satisfaction is proved. The study shows no statistical differences in customer satisfaction according to mediators (sex, age, income, education, and work type). Despite the environmental participation being the tangible product by Saudi banks in the local market, the study concludes the positive relationship between societal participation and customer satisfaction. The study presents a set of recommendations for enhancing societal participation in the Saudi businesses environment.

목차

1. Introduction

2. Literature Review and Hypotheses

3. Research Method and Materials

4. Empirical Results

5. Discussion and Recommendations

References

키워드

Corporate Social Responsibility Customer Satisfaction Business Environment Environmental Economics