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
Loyalty
Satisfaction

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 Sector”, Journal of 1
Islamic Marketing, Vol. ahead-
of-print No. ahead-of-print.
 Aziz, Shahab & Samsudin, Noor
Consumer Independent & Alias, Zuraini & Khan, Noor
Satisfaction & Bazkiaei, Hanieh. (2021). Do
Customer Trust, Customer
Satisfaction and Customer
2
Loyalty in Business. Academy
of Strategic Management
Dependent Consumer Journal. 20. 1939-6104.
Loyalty

Nadeem MA, Qamar MAJ,

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

Constructs/ Items/ Questions References Ref

Variables No.
1 The recent CSR activities is
creating a brand value for
the organization.
2 Your recent CSR activities
try to empress & create a
positivity mind to
consumer about your
organization.
3 You feel satisfied with
your activities in the last
year (including selling,
buying, choosing stocks,
and deciding the stock Kengatharan, L., & Kengatharan, N. (2014).
volumes). The Influence of Behavioral Factors in
4 After a prior gain, you are Making Investment Decisions and
Consumer
more risk seeking than Performance: Study on Investors of 4
Loyalty
usual. Colombo Stock Exchange, Sri Lanka. Asian
5 After a prior loss, you Journal of Finance & Accounting, 6 (1), 1-
become more risk averse 23.
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 Human
advertisements in the
and Social Sciences, 6(1), 57–73.
media.
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
Consumer 4 I believe that WL will not
experimental analysis of attitude as a 5
Satisfaction hide important
mediator. International Journal of Human
information from its
and Social Sciences, 6(1), 57–73.
investors knowledge
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:

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:

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.