EFFECT OF CORPORATE SOCIAL RESPONSIBILITY ON THE CUSTOMER SATISFACTION OF SELECTED DEPOSIT MONEY BANKS IN ABUJA, NIGERIA

Authors

  • Faustina Obubele Tamuno Department of Business Administration, Bingham University, Karu, Nigeria
  • Esther Yimi Bagobiri Department of Business Administration, Bingham University, Karu, Nigeria

Keywords:

Corporate Social Responsibility, Economic Responsibility, Legal Responsibility, Customer Satisfaction

Abstract

his study examines the influence of corporate social responsibility (CSR) on
customer 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 collected
from 425 customers, selected through stratified random sampling. The Fisher formula guided the
determination of sample size. Correlation and regression analyses were employed to test the
study’s hypotheses. The results indicate that CSR has a significant and positive impact on customer
satisfaction. Specifically, both the economic and legal responsibilities of banks were found to
enhance customer satisfaction significantly. The study concludes that strengthening economic and
legal responsibilities can further improve customer satisfaction among bank customers in Abuja.

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Published

2025-09-30

How to Cite

Obubele Tamuno, F., & Yimi Bagobiri, E. (2025). EFFECT OF CORPORATE SOCIAL RESPONSIBILITY ON THE CUSTOMER SATISFACTION OF SELECTED DEPOSIT MONEY BANKS IN ABUJA, NIGERIA. African Journal of Social and Behavioural Sciences, 15(7). Retrieved from https://journals.aphriapub.com/index.php/AJSBS/article/view/3328

Issue

Vol. 15 No. 7 (2025)

Section

Articles