Malaysia’s SMEs credit industry: CSR taxanomy
activities
Author:
Edward Wong Sek KHIN, Moghavvemi SEDIGHEH,
Lee Su TENG, Rusnah MUHAMAD
JEL:
M41
DOI:
10.20869/AUDITF/2018/150/013
Keywords:
CSR, customer satisfaction, image, loyalty,
structural equation modelling, trust.
Abstract:
This paper studies the CSR taxonomy of customer
satisfaction and their trust and loyalty activities to the
local SMEs credit and lending industry in Malaysia. The
data was collected from 365 customers based on
convenience sampling and data analysed using
structural equation modelling. The results show that all
the items (customer satisfaction, trust and loyalty
construct) have high factor loadings (0.7) and the
composite reliability of all the construct is acceptable
(around 0.8) CAR. This paper also reaffirms that quality
services which satisfy customer, increase bank image,
and customer trust and loyalty. The findings of this study
are to investigate credit firms’ managers to decide upon
resource allocation and planning for their future service
in order to enhance their customers’ satisfaction and
loyalty. Satisfied customers are the ones who will
continue using service and will not change to the other
banks or they will be loyal and will recommend the credit
firms to others. Therefore managers should think about
constant improvement of quality services, which meet
the expectations of customers.
Abstract(227KB)
Article(327KB)