Thesis (PhD) - Cyprus International University. Institute of Graduate Studies and Research Business Administration Department

Includes bibliography (sheets 132-153)

ABSTRACT
Interest in the notion of Corporate Social Responsibility (CSR) has grown significantly in both academic and practitioner debate during the last two decades. CSR has evolved into a strategic goal for many businesses, with the credibility of CSR being determined by how it is implemented as a statement. CSR issues have acquired a lot of attention in the developed markets, studies have recently identified a need to shift the focus to CSR in emerging markets. The customer expectation and banking performance are two wide-spread factors which are critical for the business success. Organizations around the globe apply diversified set of technologies to approach the customer expectation through banking performance. The study examines the link between customer perceptions of corporate social obligations and underlying variables such as the organization's age, the amount to which it is active in the community, and its cultural diversity. Questionnaires were used as the survey tool, with a 5-point Likert scale method being adopted to formulate the items. The questionnaire was tested to assess is trustworthiness with regards to data collections. The aim of these tests was to help determine its reliability and validity (Othman et al., 2017). The overall results have demonstrated the significance of corporate social responsibility in terms of making customers’ expectation and maintain the banking performance. All CSR dimensions have demonstrated a positive impact on the customer expectation and Lebanese banking performance Moreover, the customer expectation proved as a mediator between CSR and bank performance although there exists a partial mediation between CSR and bank performance.