EFFECT OF CORPORATE SOCIAL RESPONSIBILITY ON THE CUSTOMER SATISFACTION OF SELECTED DEPOSIT MONEY BANKS IN ABUJA, NIGERIA
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Abstract
his study examines the influence of corporate social responsibility (CSR) oncustomer satisfaction in selected deposit money banks in Abuja, Nigeria, specifically Access Bank,Zenith Bank, UBA, GT Bank, and First Bank. Using a survey research design, data were collectedfrom 425 customers, selected through stratified random sampling. The Fisher formula guided thedetermination of sample size. Correlation and regression analyses were employed to test thestudy’s hypotheses. The results indicate that CSR has a significant and positive impact on customersatisfaction. Specifically, both the economic and legal responsibilities of banks were found toenhance customer satisfaction significantly. The study concludes that strengthening economic andlegal responsibilities can further improve customer satisfaction among bank customers in Abuja.