The Relationship between Corporate Social Responsibility and Customer Satisfaction in Urban Karachi: An Empirical Study

Abstract

Traditionally, factors like product quality, service efficiency, and competitive offers are seen as major influences on customer satisfaction in banking. However, this study surprisingly found that offering educational opportunities to underprivileged children held the most significant influence. This suggests that customers increasingly value corporations that align their Corporate Social Responsibility (CSR) initiatives with their own values. The significance of this finding lies in its potential to guide all stakeholders. Choosing and remaining loyal to banks that champion causes they care about. Researchers and academics may undergo further investigating the intersection of CSR and customer satisfaction in other settings. Lawmakers and government officials may create policies that encourage CSR initiatives aligned with consumer values. Prioritizing CSR efforts that resonate with their customer base, potentially leading to increased satisfaction and loyalty. By raising awareness of these findings, the study empowers all stakeholders to make informed decisions that prioritize and promote customer happiness, while simultaneously contributing to positive social impact through well-aligned CSR initiatives. This study turned over the script by revealing an unexpected driver of customer satisfaction and emphasizing the importance of aligning CSR with consumer values for both business success and social good.

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