Customers' satisfaction as an influence of corporate social responsibility in commercial banks: Case from Kenya and Czech Republic

Abstract

Customer satisfaction is a key measure of provision of quality services to clients. Many banks are now focused on ensuring maximum customer satisfaction to their clients as an edge over their competitors for gaining competitive advantage. The actions and initiatives of Corporate Social Responsibility (CSR) influence customer satisfaction though through different levels for each customer. As a result of CSR activities and initiatives, many businesses have been able to retain customers (through customer loyalty), command high profits and high market shares. The purpose of this article is to investigate satisfaction of Kenyanbank customers. Descriptive analysis is used to analyze our data. The outcomes of our research are entirely based on research results and use of a questionnaire. Based on the results, overall level of satisfaction in Kenya is slightly above Czech Republic. The main reasons for satisfaction in both countries are different while the main reason for dissatisfaction is the same.