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Corporate Social Responsibility, Customer Satisfaction, and Customer Loyalty in Banking Institutions: A Literature Review

In: Sustainable Finance and ESG

Author

Listed:
  • Stratos Kartsonakis

    (Technical University of Crete)

  • Evangelos Grigoroudis

    (Technical University of Crete)

Abstract

Corporate social responsibility (CSR) is a concept adopted by various businesses and organizations and it is being constantly examined by researchers. One of the major industries that has incorporated CSR activities into their strategies is the bank sector. Literature in this topic is still being developed and multiple studies have emerged that investigate the impact of CSR on customer satisfaction and customer loyalty. Thus, the aim of this chapter is to review literature on the relationship between CSR, customer satisfaction, and loyalty. Related articles appearing in international journals from 2009 to 2021 have been examined and the findings provide an insight into the various perceptions of CSR and its impact on customer satisfaction and loyalty.

Suggested Citation

  • Stratos Kartsonakis & Evangelos Grigoroudis, 2023. "Corporate Social Responsibility, Customer Satisfaction, and Customer Loyalty in Banking Institutions: A Literature Review," Palgrave Macmillan Studies in Banking and Financial Institutions, in: Chrysovalantis Gaganis & Fotios Pasiouras & Menelaos Tasiou & Constantin Zopounidis (ed.), Sustainable Finance and ESG, pages 47-70, Palgrave Macmillan.
    • Handle: RePEc:pal:pmschp:978-3-031-24283-0_3
    DOI: 10.1007/978-3-031-24283-0_3
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