Title: Banks performance and customers' satisfaction in relation to corporate social responsibility: mediating customer trust and spiritual leadership: what counts!

Authors: Anan F. Srouji; Suzan R. Abed; Madher E. Hamdallah

Addresses: Accounting Department, American University of Madaba (AUM), Madaba, Jordan ' Accounting Department, Faculty of Economic and Administrative Science, Applied Science Private University, P.O. Box 166, Amman 11931, Jordan ' Accounting Department, Business Faculty, Al-Zaytoonah University, Airport Road, Amman, Jordan

Abstract: The drive of the work study is essentialised at first to investigate corporate social responsibility (CSR) awareness impacts on apparent customer satisfaction (CSatf) and banking performance (BPerf) in the Jordanian banking division. Meanwhile, the second focus of this work is to propose a mediating role of customer trust (CTrust) and spiritual leadership (SprLead) with a measurement of relationship effect between exogenous and endogenous variables. A hypothesised model test was performed through field survey, total of 417 customers input gathered in 24 banks. Results and presumptions reveal that customers in Jordanian banks ascertain that CSR is a dimensional paradigm that obliges as a direct component of CSatf and BPerf through a positive relationship. While, CTrust has a partial positive mediating effect on relationship between CSR - CSatf, and between CSR - Bperf, SprLead had a partial mediating effect between CSR - CSatf and did not influence the relationship between CSR - BPerf.

Keywords: corporate social responsibility; customer satisfaction; bank performance; customer trust; spiritual leadership.

DOI: 10.1504/IJBIR.2019.100327

International Journal of Business Innovation and Research, 2019 Vol.19 No.3, pp.358 - 384

Received: 18 Oct 2017
Accepted: 24 Feb 2018
Published online: 26 Jun 2019 *

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