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The Impact of Corporate Social Responsibility on Customer Satisfaction – A Case Study of HSBC Bank United Kingdom (2014)

This MBA dissertation investigates the concept of corporate social responsibility in the UK banking sector. The aim of this study was to critically analyse the impact of corporate social responsibility on customer satisfaction at HSBC Bank in UK. This study critically analysed the relationship between CSR and customer satisfaction. This study critically analysed the effects of CSR practices on customer satisfaction amongst HSBC customers in UK. It made recommendations that can help HSBC in improving its CSR practices.

The literature review analysed the views of different researcher regarding the relationship between CSR and customer satisfaction. Data was collected by carrying out questionnaire research with HSBC customers living in West Yorkshire. The conclusions of this study are that practising corporate social responsibility has a positive impact on customer satisfaction amongst HSBC customers who took part in this study. Practising corporate social responsibility has helped HSBC in meeting its customers’ needs, in ethically conducting its operations, in abiding by the law, in taking part in philanthropic activities, in protecting the environment and the interests of its customers and in building customer loyalty.

The recommendations of this study are listening to customers’ needs, taking measures to protect the environment, making investments in development projects, providing customers with greater convenience, improving conditions in the society and community and constantly improving CSR practices. The dissertation objectives of this MBA dissertation are:

  • To critically analyse the relationship between CSR and customer satisfaction
  • To critically analyse the effects of CSR practices on customer satisfaction amongst HSBC customers in UK
  • To make recommendations that can help HSBC in improving its CSR practices
  • 16,000 words – 62 pages in length
  • Excellent use of literature
  • Good analysis of subject area
  • Well written throughout
  • Includes interview questions
  • Ideal for MBA students

1: Introduction
Background
Research Rationale
Research Aim
Research Objectives
Research Questions
Research Setting
Structure of the study

2: Literature Review
Corporate Social Responsibility (CSR)
Models of Corporate Social Responsibility
Carroll’s Model of CSR
The Stakeholder Model
Customer Satisfaction
Customers Perceptions of CSR
The positive customer impact of CSR initiatives
Customer Dissatisfaction with CSR practices
Impact of CSR practices on Customer Satisfaction
Customers’ ranked preferences for CSR initiatives
CSR initiatives impact customer attitude and behaviour
CSR and Philanthropic Responsibility
CSR and Ethical Responsibility
CSR and Legal responsibility
CSR and Economic responsibility
CSR and Environmental contribution
CSR and Consumer protection
CSR and Corporate image
CSR and Customer loyalty
CSR and Service Failure
CSR and Trust
CSR in the banking industry

3: Research Methodology
Research Process Onion Framework
Research Design
Justification of exploratory research design
Research Philosophy
Justification of Interpretivist Research Philosophy
Research Approach
Justification for selecting a deductive research approach
Data Collection Method
Secondary data
Primary data
Ethical Considerations
Consent
Deception
Confidentiality
Data Protection Act

4: Research Findings
Findings from the questionnaire research
Gender
Age
Duration of being an HSBC customer
Reasons for banking with HSBC
HSBC and customer satisfaction
Customers Views to statements
Comparison of HSBC with other banks
CSR Champion amongst the major banks
Recommended improvements to HSBC CSR practices

5: Analysis of Research Findings
Analysis of Findings
Application of Carroll’s Model of CSR
Application of Stakeholder Model
Comparison with different researches

6: Conclusion and Recommendations
Recommendations
Listening to customers’ needs
Protecting the environment
Investing in development projects
Providing customers with greater convenience
Improving conditions in the society and community
Constantly improving CSR practices
Limitations of the study
Avenues for further research

Appendix
Questionnaire

References

CSR Practices on Customer Satisfaction Dissertation
CSR Practices on Customer Satisfaction Dissertation

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