The collapse of substantial numbers of large multinational banking corporations in recent years\r\nhas prompted regulatory authorities to raise both disclosure and transparency requirements on\r\nbanks. Banking customers have also called for additional protection against unconscionable practices, and for greater transparency and product information. The literature reveals that\r\ntransparency positively influences customer behaviour. However, the mediating effect of\r\nservice charge transparency on the relationship between corporate social responsibility and\r\ncustomer behaviour is a neglected topic. The findings in this research revealed that corporate\r\nsocial responsibility has a positive and significant influence on service charge transparency,\r\ncustomer repurchase intention and word-of-mouth intention. The results also confirmed that\r\nservice charge transparency has a positive and significant influence on customer repurchase\r\nintention and word-of-mouth. Furthermore, they revealed that service charge transparency\r\nplays a mediating role in the respective relationships between corporate social responsibility\r\nand the two dimensions of consumer behaviour, customer repurchase intention and\r\nword-of-mouth intention.
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