IDEAS home Printed from https://ideas.repec.org/a/aud/audfin/v16y2018i150p278.html
   My bibliography  Save this article

Malaysia’s SMEs credit industry: CSR taxanomy activities

Author

Listed:
  • Edward Wong Sek KHIN

    (University of Malaya, Kuala Lumpur, Malaysia)

  • Moghavvemi SEDIGHEH

    (University of Malaya, Kuala Lumpur, Malaysia)

  • Lee Su TENG

    (University of Malaya, Kuala Lumpur, Malaysia)

  • Rusnah MUHAMAD

    (University of Malaya, Kuala Lumpur, Malaysia)

Abstract

This paper studies the CSR taxonomy of customer satisfaction and their trust and loyalty activities to the local SMEs credit and lending industry in Malaysia. The data was collected from 365 customers based on convenience sampling and data analysed using structural equation modelling. The results show that all the items (customer satisfaction, trust and loyalty construct) have high factor loadings (0.7) and the composite reliability of all the construct is acceptable (around 0.8) CAR. This paper also reaffirms that quality services which satisfy customer, increase bank image, and customer trust and loyalty. The findings of this study are to investigate credit firms’ managers to decide upon resource allocation and planning for their future service in order to enhance their customers’ satisfaction and loyalty. Satisfied customers are the ones who will continue using service and will not change to the other banks or they will be loyal and will recommend the credit firms to others. Therefore managers should think about constant improvement of quality services, which meet the expectations of customers.

Suggested Citation

  • Edward Wong Sek KHIN & Moghavvemi SEDIGHEH & Lee Su TENG & Rusnah MUHAMAD, 2018. "Malaysia’s SMEs credit industry: CSR taxanomy activities," The Audit Financiar journal, Chamber of Financial Auditors of Romania, vol. 16(150), pages 278-278.
  • Handle: RePEc:aud:audfin:v:16:y:2018:i:150:p:278
    as

    Download full text from publisher

    File URL: http://revista.cafr.ro/temp/Article_9578.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Ghalib Sanjuq, 2014. "The Impact of Service Quality Delivery on Customer Satisfaction in the Banking Sector in Riyadh, Saudi Arabia," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 5(4), pages 77-84, July.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Johanna Pangeiko Nautwima & Asa Romeo Asa, 2022. "The Impact of Quality Service on Customer Satisfaction in the Banking Sector amidst Covid-19 Pandemic: A Literature Review for the State of Current Knowledge," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 8(3), pages 31-38, March.
    2. Rishi Kant & Deepak Jaiswal & Suyash Mishra, 2017. "The Investigation of Service Quality Dimensions, Customer Satisfaction and Corporate Image in Indian Public Sector Banks: An Application of Structural Equation Model(SEM)," Vision, , vol. 21(1), pages 76-85, March.
    3. Diah Isnaini Asiati & Wibowo & Husein Umar & Tony Sitinjak, 2019. "The Effects of Service Quality, Image and Trust on Satisfaction and Its Impact on Syari¡¯ah Bank Customer Loyalty in Palembang," Business and Economic Research, Macrothink Institute, vol. 9(1), pages 295-316, March.
    4. Raed Iriqat & Mohannad A. M. Abu Daqar, 2017. "The Role of Customer Relationship Management on Enhancing the Customers’ Satisfaction in the Banks in Palestine," Modern Applied Science, Canadian Center of Science and Education, vol. 11(12), pages 1-84, December.
    5. Rishi Kant & Deepak Jaiswal & Suyash Mishra, 2019. "A Model of Customer Loyalty: An Empirical Study of Indian Retail Banking Customer," Global Business Review, International Management Institute, vol. 20(5), pages 1248-1266, October.
    6. Miklós Pakurár & Hossam Haddad & János Nagy & József Popp & Judit Oláh, 2019. "The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector," Sustainability, MDPI, vol. 11(4), pages 1-24, February.

    More about this item

    Keywords

    CSR; customer satisfaction; image; loyalty; structural equation modelling; trust;
    All these keywords.

    JEL classification:

    • M41 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Accounting - - - Accounting

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aud:audfin:v:16:y:2018:i:150:p:278. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dumitru Valentin Florentin (email available below). General contact details of provider: http://revista.cafr.ro/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.