Do corporate social responsibility activities enhance customer satisfaction and customer loyalty? Evidence from the Saudi banking sector

Figures & data

Figure 1. Conceptual framework.

Table 1. The reliability of research scales

Name of Scales	Number of Items	Cronbach’s Alpha Coefficient
CSR	4	0.870
Customer Satisfaction	4	0.892
Customer Loyalty	4	0.928

Table 2. The validity of research scales by Pearson’s Correlation Coefficient

Scale 1: CSR		Scale 2: Customer Satisfaction		Scale 3: Customer Loyalty
Scale’s Items	Correlation Coefficient	Scale’s Items	Correlation Coefficient	Scale’s Items	Correlation Coefficient
Item 1	0.832**	Item 1	0.857**	Item 1	0.905**
Item 2	0.867**	Item 2	0.821**	Item 2	0.932**
Item 3	0.892**	Item 3	0.907**	Item 3	0.908**
Item 4	0.801**	Item 4	0.894**	Item 4	0.882**

**indicated that the Correlation Coefficient is significant at the significant level (0.01).

Table 3. Demographic variables of respondents

Name of Variables	Categories of Variables	Frequency	Percentage %
1- Age	18–25 years	70	11.2
	26–35 years	196	31.4
	36–45 years	205	32.9
	46 and above	153	24.5
	Total	624	100
2- Gender	Female	504	80.8
	Male	120	19.2
	Total	624	100
3- Qualification	High school or less	161	25.8
	Bachelor’s degree	392	62.8
	Master’s degree	66	10.6
	Doctorate degree (PhDs)	5	0.8
	Total	624	100
4- Occupation	Student	69	11.1
	Employee	291	46.6
	Unemployed	172	27.6
	Self-employed	19	3.0
	Retired	73	11.7
	Total	624	100
5- Monthly Income	SR5,000 or below	233	37.3
	SR5,001–7,000	62	9.9
	SR7,001–10,000	110	17.6
	SR10,001–15,000	144	23.1
	SR15,001–20,000	41	6.6
	SR 20,001 or above	34	5.4
	Total	624	100

Table 4. Pearson product-moment correlation coefficients between CSR and customer satisfaction

Variables	Customer Satisfaction
CSR	Pearson Correlation Coefficient	P-value
	0.615**	0.00

**indicated that correlation is significant at the (0.01) significant level.

Table 5. Pearson product-moment correlation coefficients between CSR and customer loyalty

Variables	Customer Loyalty
CSR	Pearson Correlation Coefficient	P-value
	0.609**	0.00

**indicated that correlation is significant at the (0.01) significant level.

Table 6. Pearson product-moment correlation coefficients between customer satisfaction and customer loyalty

Variables	Customer Loyalty
Customer Satisfaction	Pearson Correlation Coefficient	P-value
	0.847**	0.00

**indicated that correlation is significant at the (0.01) significant level.

Table A2. Research Measurements

Measurement Items	Sources
CSR
1- This bank is socially responsible. 2- This bank protects the environment. 3- This bank contributes to the welfare of society. 4- This bank contributes to the donation programs.	Fatma and Rahman (2016), Martinez and Rodriguez-del-Bosque (2013), Klein and Dawar (2004) and Brown and Dacin (1997)
Customer Satisfaction
5- This bank always meets my expectations. 6- This bank is exactly the banking service provider that I need. 7- I am satisfied with this bank’s services. 8- My decision to choose this bank was the right one.	Karadeniz and Gozuyukari (2016), Perez and Rodríguez-del-Bosque (2015a) & Perez & Rodriguez-del-Bosque (2015b)) and Oliver (1997)
Customer Loyalty
9- I often tell positive things about this bank to other people. 10- I recommend my family, friends and relatives to do business with this bank. 11- I recommend this bank to someone who seeks financial advice. 12- I shall continue to deal with this bank.	Mohsan et al. (2011), Allred and Addams (2000) and Gerrard and Cunningham (1997)

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