The multiple mediation roles of trust and satisfaction in the effect of perceived corporate social responsibility on loyalty

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dc.authorid0000-0002-3660-7096en_US
dc.authorid0000-0002-3660-7096en_US
dc.contributor.authorUslu, Abdullah
dc.contributor.authorŞengün, Halil İbrahim
dc.date.accessioned2023-10-24T06:24:47Z
dc.date.available2023-10-24T06:24:47Z
dc.date.issued2021en_US
dc.departmentDicle Üniversitesi, İktisadi ve İdari Bilimler Fakültesi, İşletme Bölümüen_US
dc.description.abstractPurpose – This study aims at investigating the effect of corporate social responsibility perceptions of local people living in Diyarbakır on bank loyalty in terms of banking services and the mediator roles of trust and satisfaction in this effect. Research methodology – Cronbach’s Alpha coefficients, reliability, convergent and discriminant validity and multicollinearity were examined before testing the hypotheses of the research. The validity of the measurement model for the variables that are included in the model was examined by the confirmatory factor analysis. Partial least squares path modelling was used to analyze the research model and hypotheses, and multiple mediation analysis was used to test the mediation effects. The collected data were analyzed by the software SPSS 22.0 and SmartPLS 3.3.0. Findings – The research results exposed that the corporate social responsibility perceptions of bank customers have significant and positive effects on bank loyalty. Furthermore, satisfaction has had partial mediation effects on the relationship between CSR perception and loyalty. Research limitations – The population covers individuals with regular wage or salary who live in Diyarbakır. The survey was conducted between October 1 and December 1, 2019, with convenience sampling technique and 400 questionnaires were collected. Practical implications – When conducting CSR activities, businesses should emphasize that trust and satisfaction have an essential effect as well as loyalty. Originality/Value – This study investigated the simultaneous multiple mediator effects of trust and satisfaction in the relationship between CSR and loyalty.en_US
dc.identifier.citationUslu, A. ve Şengün, H. İ. (2021). The multiple mediation roles of trust and satisfaction in the effect of perceived corporate social responsibility on loyalty. Business, Management and Economics Engineering, 19(1), 49-69.en_US
dc.identifier.doi10.3846/bmee.2021.13362
dc.identifier.endpage69en_US
dc.identifier.issn2669-2481
dc.identifier.issue1en_US
dc.identifier.scopus2-s2.0-85111440091
dc.identifier.scopusqualityQ2
dc.identifier.startpage49en_US
dc.identifier.urihttps://journals.vilniustech.lt/index.php/BMEE/article/view/13362/10402
dc.identifier.urihttps://hdl.handle.net/11468/12915
dc.identifier.volume19en_US
dc.identifier.wosWOS:000652186600005
dc.identifier.wosqualityN/A
dc.indekslendigikaynakWeb of Science
dc.indekslendigikaynakScopus
dc.institutionauthorŞengün, Halil İbrahim
dc.language.isoenen_US
dc.publisherVilnius Gediminas Technical Universityen_US
dc.relation.ispartofBusiness, Management and Economics Engineering
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.subjectCorporate social responsibilityen_US
dc.subjectCustomer loyaltyen_US
dc.subjectCustomer satisfactionen_US
dc.subjectCustomer trusten_US
dc.subjectMultiple mediationen_US
dc.titleThe multiple mediation roles of trust and satisfaction in the effect of perceived corporate social responsibility on loyaltyen_US
dc.titleThe multiple mediation roles of trust and satisfaction in the effect of perceived corporate social responsibility on loyalty
dc.typeArticleen_US

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