A Bayesian Network Model on the association between CSR, perceived service quality and customer loyalty in Indian Banking Industry

Abstract

Corporate Social Responsibility has become a buzzword in the contemporary era. Decision makers are including CSR as important part of company’s corporate strategy. Indian banking industry is also facing huge challenges and looking for the avenues to create competitive advantage to retain and attract the customer. This study aims at identifying the association of various CSR initiatives on the perceived service quality and customer loyalty in the Indian perspective by using Bayesian Network analysis. Results of the study show the different dimensions of CSR that establishes relationship with the perceived service quality and customer loyalty.