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Title Empirical study of CSR and overall service quality on customer satisfaction with mediating role of corporate reputation in commercial banking sector of Peshawar region

Author(s) Muhammad Abbas

Abstract ABSTRACT The aim of this study is to investigate the impact of corporate social responsibility and overall service quality on customer satisfaction with mediating role played by corporate reputation. With this aim, a causal model has been tested that explains the influence of corporate social responsibility and overall service quality on customer satisfaction through the role played by corporate reputation. Causal research design on quantitative collected data provided support for the hypotheses from a sample of 300 banks customers in Peshawar region KP, Pakistan.This research gives a lot of knowledge to the existing body of literature. The first purpose of this research is to test and confirm thatcorporate reputation play a mediating role between CSR, OSQ and customer satisfaction. More specifically, this research expands the traditional view of CSR and OSQ impact on customers and suggests that corporate social responsibility & overall service qualities do not only affect corporate reputation, but also customer satisfaction. This research adds further empirical evidence to the recent observations of the positive influence of corporate social responsibility on corporate reputation (Doney et al., 1997; Turban et al., 1997) and customer satisfaction (Sharyn R. 2008). Moreover up to my knowledge this research first time test and support that overall service quality has an influence on customer’s satisfaction in KP Pakistan. Keywords: Corporate social responsibility, overall service quality, corporate reputation and customer satisfaction

Type Thesis/Dissertation MS

Faculty Management Sciences

Department Management Sciences

Language English

Publication Date 2018-09-05

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