DSpace at Bangkok University >
Graduate School >
Master Degree >
Independent Studies - Master >

Please use this identifier to cite or link to this item: http://dspace.bu.ac.th/jspui/handle/123456789/3937

Title: How Corporate Social Responsibility (CSR) in Banking Industry Affecting to Customer Loyalty
Authors: Rujika Thaithavorn
Keywords: Corporate Social Responsibility
Customer Loyalty
Banking Industry
Issue Date: 2019
Publisher: Bangkok University
Abstract: The purpose of this research was to study how corporate social responsibility (CSR) in banking industry affect to customer loyalty. The samples used in the study were collected from 385 respondents through the offline questionnaires. The statistics used in the data analysis were descriptive statistics which are percentage, mean, standard deviation and the inferential statistics used to test the hypothesis are multiple regression analysis. According to the results, it was found that the most of respondents were female between the ages of 24 and 31 years old with bachelor degree. Moreover, the most of respondents were the private company employee with the income of under 15,000 Baht. The majority of respondents used the service of Kasikorn Bank PCL., having accounts and debit cards with being banking customers for 3 years. The frequency of using banking service at branch and using online banking service were 1-5 times per week. In addition, the majority of respondents chose banking service because they thought the bank had the brand trust and the good image and they knew the banks from seeing the branches. The results of the hypothesis test showed that the most component which affects to customer loyalty in banking industry is economic responsibility then environmental responsibility, corporate governance, and philanthropic initiatives severally. However, ethical business practices did not affect to customer loyalty in banking industry.
Description: Independent Study (M.B.A)--Graduate School, Bangkok University, 2019
Subjects: Banks and banking
Customer loyalty
Social responsibility of business
Bank management
Advisor(s): Lokweetpun Suprawan
URI: http://dspace.bu.ac.th/jspui/handle/123456789/3937
Appears in Collections:Independent Studies - Master
Independent Studies

Files in This Item:

File Description SizeFormat
rujika.thai.pdf1.34 MBAdobe PDFView/Open
View Statistics

Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.


  DSpace Software Copyright © 2002-2010  Duraspace - Feedback