The Effect of External CSR on Customer Loyalty in Nepalese Banking Sector: Mediating Roles of Reputation, Satisfaction, and Trust
Bibliographic record
Abstract
Corporate Social Responsibility (CSR) is increasingly practised, with companies not only prioritizing profit growth but also contributing to society. Thus, this study examines the impact of external CSR on customer loyalty in Nepal’s banking sector, considering customer satisfaction, trust, and corporate reputation as mediating variables. This study uses explanatory research design, and data were collected from 403 bank’s customers in the Kathmandu Valley via Kobo Toolbox. Structural equation modelling (SEM) was applied to analyse relationships among the study variables. The results indicate that external CSR significantly enhances corporate reputation and customer satisfaction but has no direct impact on customer loyalty or trust. However, customer satisfaction positively influences trust. A key finding reveals that corporate reputation, customer satisfaction, and trust mediate the relationship between external CSR and customer loyalty. Additionally, awareness of CSR initiatives in the locality remains low. Respondents emphasised that banks shouldsupport local development by collaborating with municipalities to establish public amenities such as chautara (sitting areas), taps, and road maintenance. These insights help enhance customer loyalty and CSR effectiveness in Nepal’s banking sector.
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How this classification was reachedexpand
Full frame distilled prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. Learned from the 10,348 direct Codex labels and 10,348 direct Gemma labels. Candidate is the union of thresholded teacher heads; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels or direct frontier model labels.
Codex and Gemma teacher scores by category
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.004 | 0.000 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.000 | 0.001 |
| Science and technology studies | 0.001 | 0.000 |
| Scholarly communication | 0.000 | 0.000 |
| Open science | 0.000 | 0.000 |
| Research integrity | 0.000 | 0.000 |
| Insufficient payload (model declined to judge) | 0.000 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one teacher head, not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".