Search

This study investigates the effect of corporate social responsibility (CSR) on customer loyalty and explores the role of customer engagement. The moderating role of gender is also examined. A total of 348 valid responses collected via the intercept approach from life insurance customers in Ghana were analyzed using structural equation modeling. The results suggest that CSR dimensions (economic, environmental, and social responsibility) positively impact customer loyalty. Also, the results indicate a partial mediating influence of customer engagement between CSR dimensions and customer loyalty. Further, the results establish the moderating effect of gender between economic and environmental dimensions of CSR and customer engagement. However, the study finds no moderating effect of gender between the social dimension of CSR and customer engagement. The study provides an empirical basis for CSR strategies that can drive customer engagement and customer loyalty in the insurance sector in many economies. [ABSTRACT FROM AUTHOR]

Despite the numerous benefits that customers can reap from internet banking, the existing literature indicates that its adoption remains limited. Therefore, this paper proposes and examines a conceptual framework that clarifies the salient factors that drive customers' intention to adopt internet banking. The proposed model was built on the unified theory of acceptance and use of technology. This was extended by incorporating trust, word of mouth, perceived enjoyment, and users' internet experience. A total of 490 valid responses collected via the intercept approach from bank customers in Ghana were analyzed employing structural equation modeling. The analysis demonstrates that performance expectancy, trust, perceived enjoyment, word of mouth, and users' internet experience significantly influence behavioral intention to adopt internet banking. However, the study finds no support for effort expectancy and social influence. The study concludes with several useful implications for theory and practice. [ABSTRACT FROM AUTHOR]