A Bayesian Network Model on the association between CSR, perceived service quality and customer loyalty in Indian Banking Industry

被引：34

作者：

Goyal, Praveen ^{[1
]}

Chanda, Udayan ^{[2
]}

机构：

[1] BITS Pilani, Dept Management, Room 6068-U,Pilani Campus, Pilani 333031, Rajasthan, India

[2] BITS Pilani, Dept Management, Room 6068-W,Pilani Campus, Pilani 333031, Rajasthan, India

来源：

SUSTAINABLE PRODUCTION AND CONSUMPTION | 2017年 / 10卷

关键词：

CSR; Banking industry; Perceived service quality; Customer loyalty; Bayesian network; CORPORATE SOCIAL-RESPONSIBILITY; CONSUMER PERCEPTIONS; SATISFACTION; ANTECEDENTS; COMPANY; CHAIN; CONSEQUENCES; INITIATIVES; IMPACT; TRUST;

D O I：

10.1016/j.spc.2016.12.001

中图分类号：

X [环境科学、安全科学];

学科分类号：

08 ; 0830 ;

摘要：

Corporate Social Responsibility has become a buzzword in the contemporary era. Decision makers are including CSR as important part of company's corporate strategy. Indian banking industry is also facing huge challenges and looking for the avenues to create competitive advantage to retain and attract the customer. This study aims at identifying the association of various CSR initiatives on the perceived service quality and customer loyalty in the Indian perspective by using Bayesian Network analysis. Results of the study show the different dimensions of CSR that establishes relationship with the perceived service quality and customer loyalty. (C) 2016 Institution of Chemical Engineers. Published by Elsevier B. V. All rights reserved.

引用

页码：50 / 65

页数：16

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