Group No: 08

Group Leader Name: Rajib Banik

ID: M200201105

Contact No: 01627799870

Research Title: Effect of Corporate Social Responsibility on Consumer Satisfaction and

Consumer Loyalty of Private Banking Sector in Bangladesh.

Corporate
Social
Responsibility Dependent Variable
Mediating Variable

Independent Variable

Consumer Consumer
Satisfaction Loyalty

Customer
Trust Brand
Familiarity
Moderating Variable

Mediating Relationship
Moderating Relationship

Break down:

Diagram Reference Ref

No
Md Husin, M. Aziz, S. and
Bhatti, T. (2022), "The Effect
of Corporate Social
Responsibility on Consumer
Satisfaction and Consumer
Loyalty of Private Corporate 1
Sector”, Journal of Islamic
Marketing, Vol. ahead-of-
print No. ahead-of-print.
 Aziz, Shahab & Samsudin,
Consumer
Satisfactio Independent Noor & Alias, Zuraini & Khan,
n Variables Noor & Bazkiaei, Hanieh.
(2021). Do Customer Trust,
Customer Satisfaction and 2
Customer Loyalty in
Business. Academy of
Dependent Consumer
Loyalty Strategic Management
Variables
Journal. 20. 1939-6104.

Nadeem MA, Qamar MAJ,

Nazir MS, Ahmad I, Timoshin
A and Shehzad K (2020) How
Moderating Variable CSR Help to Enhance 3
Financial Knowledge in a
Business. Front. Psychol.
11:553351.

Constructs/ Items/ Questions References Ref

Variables No.
Consumer 1 The recent CSR activities is Kengatharan, L., & Kengatharan, N. 4
Loyalty creating a brand value for (2014). The Influence of Behavioral
the organization. Factors in Making Investment Decisions
2 Your recent CSR activities and Performance: Study on Investors of
try to empress & create a Colombo Stock Exchange, Sri Lanka.
positivity mind to Asian Journal of Finance & Accounting,
consumer about your 6 (1), 1-23.
organization.
3 You feel satisfied with
your activities in the last
year (including selling,
buying, choosing stocks,
and deciding the stock
volumes).
4 After a prior gain, you are
more risk seeking than
usual.
5 After a prior loss, you
become more risk averse
6 You avoid selling shares
that have decreased in
value and readily sell
shares that have
increased in value.
7 You have the over-
reaction to price changes
of stocks
8 You analyze the
companies’ customer
preference before you
 invest in their stocks

1 I am very familiar with the

company’s name.
2 I know a lot about the
company’s main nature of
business.
3 The company is highly
recognized.
4 I always hear the Ali, A. (2011). Predicting individual
company’s name investors’ intention to invest: An
Brand mentioned in the media experimental analysis of attitude as a
5
Familiarity 5 I often see the company’s mediator. International Journal of
advertisements in the Human and Social Sciences, 6(1), 57–
media. 73.
6 I know that the company
does business in across
the world.
7 I know that the company
is listed on the Bangladesh
Securities & Exchange
Commission.

1 ____ is unreliable.
2 I can rely on the promises
made by WL.
3 ____ Management is
competent to run its
Ali, A. (2011). Predicting individual
business.
investors’ intention to invest: An
4 I believe that WL will not
Consumer experimental analysis of attitude as a
hide important 5
Satisfaction mediator. International Journal of
information from its
Human and Social Sciences, 6(1), 57–
investors knowledge
73.
5 ____ has reliable
members of board of
directors.
6 In my opinion, ____ is
trustworthy.

1 unfavorable ↔ favorable Ali, A. (2011). Predicting individual

2 bad ↔ good investors’ intention to invest: An
Customer 3 negative ↔ positive experimental analysis of attitude as a
5
Trust 4 weak ↔ strong mediator. International Journal of
Human and Social Sciences, 6(1), 57–
73.
Reference – 1:

Md Husin, M. Aziz, S. and Bhatti, T. (2022) refers the model of the present study was
evaluated in the banking industry of Lima, the capital of Peru. The current study is
quantitative, based on multivariate correlational analysis using online surveys using Survey
Monkey, distributed by snowball, and it was applied to bank consumers regarding corporate
social responsibility (CSR) activities and their impact. The questionnaire consisted of two
sections. The first part collected socio-demographic information from bank customers, the
second part consisted of questions based on the variables of the research model to evaluate
the effect of corporate social responsibility and customer satisfaction through customer trust
and customer loyalty. The original items were translated from English to Spanish and a pilot
study with 20 customers was performed to improve the survey content. The pilot group was
not incorporated into the final sample. The section related to corporate social responsibility
consisted of six items [76], customer satisfaction with five items [76], customer trust with
three items [73], and customer loyalty with five items [39].
Reference – 2:

Ali, A. (2011). Refers that it is intended to portray that the total CSR of business comprises
distinct components that, taken together, constitute the whole. The most critical tensions, of
course, would be between economic and legal, economic and ethical, and economic and
philanthropic. In summary, the total corporate social responsibility of business entails the
simultaneous fulfillment of the firm's economic, legal, ethical, and philanthropic
responsibilities.
Reference – 3:

Alam S.M.S, et. al (2010) in a paper entitled “Corporate Social Responsibility of Multi-National
Corporations in Bangladesh: A Case study on Grameenphone” pointed out that CSR is still an
evolving concept that enables corporate executives to create and apply self-determined
policies to best meet the needs and demands of its stakeholders. The peculiar nature of CSR
practices makes their cross-border management difficult. Achieving consistent CSR practices
across global operations involves not only the transfer of the CSR practice, but also the
transfer of its underlying value and meaning.