IDEAS home Printed from https://ideas.repec.org/p/arx/papers/2404.11063.html
   My bibliography  Save this paper

Attitudinal Loyalty Manifestation in Banking CSR: Cross-Buying Behavior and Customer Advocacy

Author

Listed:
  • Muhamad Bhayuta Yudhi Putera
  • Melia Famiola

Abstract

This study in the banking industry examines the influence of attitudinal loyalty on customer advocacy and cross buying behavior, alongside the moderating roles of Quality of Life and Corporate Social Responsibility support in the CSR fit and loyalty relationship. Employing Structural Equation Modeling, it reveals that higher attitudinal loyalty significantly boosts customer advocacy and propensity for cross buying. The findings highlight the importance of nurturing customer loyalty through valuable and relevant offerings, as CSR fit alone does not define the loyalty of the banking customer. Banks are advised to target customers with a high Quality of Life and engage with those who support CSR initiatives aligning with the banks objectives, to enhance loyalty and deepen customer relationships.

Suggested Citation

  • Muhamad Bhayuta Yudhi Putera & Melia Famiola, 2024. "Attitudinal Loyalty Manifestation in Banking CSR: Cross-Buying Behavior and Customer Advocacy," Papers 2404.11063, arXiv.org.
    • Handle: RePEc:arx:papers:2404.11063
    as

    Download full text from publisher

    File URL: http://arxiv.org/pdf/2404.11063
    File Function: Latest version
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Min, Jihye & Kim, Jiyoung & Yang, Kiseol, 2023. "CSR attributions and the moderating effect of perceived CSR fit on consumer trust, identification, and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    2. Hsiao, Yu-Jen & Tsai, Wei-Che, 2018. "Financial literacy and participation in the derivatives markets," Journal of Banking & Finance, Elsevier, vol. 88(C), pages 15-29.
    3. Bannier, Christina E. & Schwarz, Milena, 2018. "Gender- and education-related effects of financial literacy and confidence on financial wealth," Journal of Economic Psychology, Elsevier, vol. 67(C), pages 66-86.
    4. Lin, Chia-Wu & Wang, Kai-Yu & Chang, Shu-Hao & Lin, Jin-An, 2019. "Investigating the development of brand loyalty in brand communities from a positive psychology perspective," Journal of Business Research, Elsevier, vol. 99(C), pages 446-455.
    5. Lusardi, Annamaria & Mitchell, Olivia S., 2011. "Financial literacy around the world: an overview," Journal of Pension Economics and Finance, Cambridge University Press, vol. 10(4), pages 497-508, October.
    6. Bala Ramasamy & Matthew Yeung & Alan Au, 2010. "Consumer Support for Corporate Social Responsibility (CSR): The Role of Religion and Values," Journal of Business Ethics, Springer, vol. 91(1), pages 61-72, February.
    7. Morshadul Hasan & Thi Le & Ariful Hoque, 2021. "How does financial literacy impact on inclusive finance?," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 7(1), pages 1-23, December.
    8. Longinos Marin & Salvador Ruiz, 2007. "“I Need You Too!â€\x9D Corporate Identity Attractiveness for Consumers and The Role of Social Responsibility," Journal of Business Ethics, Springer, vol. 71(3), pages 245-260, March.
    9. Reinartz, Werner & Thomas, Jacquelyn S. & Bascoul, Ganaël, 2008. "Investigating cross-buying and customer loyalty," Journal of Interactive Marketing, Elsevier, vol. 22(1), pages 5-20.
    10. Balasubramnian, Bhanu & Sargent, Carol Springer, 2020. "Impact of inflated perceptions of financial literacy on financial decision making," Journal of Economic Psychology, Elsevier, vol. 80(C).
    11. Becker-Olsen, Karen L. & Cudmore, B. Andrew & Hill, Ronald Paul, 2006. "The impact of perceived corporate social responsibility on consumer behavior," Journal of Business Research, Elsevier, vol. 59(1), pages 46-53, January.
    12. Whitney Ginder & Wi-Suk Kwon & Sang-Eun Byun, 2021. "Effects of Internal–External Congruence-Based CSR Positioning: An Attribution Theory Approach," Journal of Business Ethics, Springer, vol. 169(2), pages 355-369, March.
    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. Subhajit Bhattacharya, 2017. "Does corporate social responsibility contribute to strengthen brand equity? An empirical study," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 14(4), pages 513-533, December.
    2. Adrian T. H. Kuah & Yi Xia & Pengji Wang, 2022. "How Do Corporate Social Responsibility Engagements Drive Consumer–Company Identification in Singapore?," Sustainability, MDPI, vol. 14(10), pages 1-23, May.
    3. Luger, Michaela & Hofer, Katharina Maria & Floh, Arne, 2022. "Support for corporate social responsibility among generation Y consumers in advanced versus emerging markets," International Business Review, Elsevier, vol. 31(2).
    4. Andrea Pérez & Ignacio Rodríguez del Bosque, 2015. "How Customer Support for Corporate Social Responsibility Influences the Image of Companies: Evidence from the Banking Industry," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 22(3), pages 155-168, May.
    5. Lee, Eun Mi & Park, Seong-Yeon & Rapert, Molly I. & Newman, Christopher L., 2012. "Does perceived consumer fit matter in corporate social responsibility issues?," Journal of Business Research, Elsevier, vol. 65(11), pages 1558-1564.
    6. Carmen Berné-Manero & Marta Pedraja-Iglesias & Pilar Ramo-Sáez, 2017. "Socially responsible markets involved in the consumer-organization identification process," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 14(2), pages 179-196, June.
    7. Mobin Fatma & Zillur Rahman, 2016. "Consumer responses to CSR in Indian banking sector," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 13(3), pages 203-222, October.
    8. Ziyuan Lyu & Li Wei, 2021. "Information sources and participation in the Chinese insurance market: knowledge as a mediator," The Geneva Papers on Risk and Insurance - Issues and Practice, Palgrave Macmillan;The Geneva Association, vol. 46(1), pages 79-106, January.
    9. Santhiya Ramasamy & Karpal S. Dara Singh & Azlan Amran & Mehran Nejati, 2020. "Linking human values to consumer CSR perception: The moderating role of consumer skepticism," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(4), pages 1958-1971, July.
    10. Tabea Bucher-Koenen & Rob Alessie & Annamaria Lusardi & Maarten van Rooij, 2021. "Fearless Woman. Financial Literacy and Stock Market Participation," Working Papers 708, DNB.
    11. Ta-Kai Yang & Min-Ren Yan, 2020. "The Corporate Shared Value for Sustainable Development: An Ecosystem Perspective," Sustainability, MDPI, vol. 12(6), pages 1-16, March.
    12. Yasmeen Ansari & Mansour Saleh Albarrak & Noorjahan Sherfudeen & Arfia Aman, 2022. "A Study of Financial Literacy of Investors—A Bibliometric Analysis," IJFS, MDPI, vol. 10(2), pages 1-16, May.
    13. Madeeha Zafar & Imran Ali, 2016. "The Influence of Corporate Social Responsibility on Employee Commitment: The Mediating Role of Employee Company Identification," Asian Social Science, Canadian Center of Science and Education, vol. 12(12), pages 262-262, December.
    14. González-Rodríguez, M. Rosario & Díaz-Fernández, M. Carmen & Simonetti, Biagio, 2015. "The social, economic and environmental dimensions of corporate social responsibility: The role played by consumers and potential entrepreneurs," International Business Review, Elsevier, vol. 24(5), pages 836-848.
    15. Pan, Xuefeng & Wu, Weixing & Zhang, Xuyang, 2020. "Is financial advice a cure-all or the icing on the cake for financial literacy? Evidence from financial market participation in China," International Review of Financial Analysis, Elsevier, vol. 69(C).
    16. Kumar Ramesh & Raiswa Saha & Susoban Goswami & Sekar & Richa Dahiya, 2019. "Consumer's response to CSR activities: Mediating role of brand image and brand attitude," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 26(2), pages 377-387, March.
    17. Yuhei Inoue & Aubrey Kent, 2014. "A Conceptual Framework for Understanding the Effects of Corporate Social Marketing on Consumer Behavior," Journal of Business Ethics, Springer, vol. 121(4), pages 621-633, June.
    18. Qiaowen Zhang & Annalien de Vries, 2022. "Seeking Moral Legitimacy through Corporate Social Responsibility: Evidence from Chinese Manufacturing Multinationals," Sustainability, MDPI, vol. 14(9), pages 1-21, April.
    19. Debbie Haski-Leventhal & Lonneke Roza & Lucas C. P. M. Meijs, 2017. "Congruence in Corporate Social Responsibility: Connecting the Identity and Behavior of Employers and Employees," Journal of Business Ethics, Springer, vol. 143(1), pages 35-51, June.
    20. Mobin Fatma, 2022. "Consumer Formation of CSR Image: Role of Altruistic Values," Sustainability, MDPI, vol. 14(22), pages 1-9, November.

    More about this item

    NEP fields

    This paper has been announced in the following NEP Reports:

    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:arx:papers:2404.11063. 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: arXiv administrators (email available below). General contact details of provider: http://arxiv.org/ .

    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.