The impact of moral responsibility as a dimension of social responsibility in customer satisfaction in commercial banks
Keywords:
Commercial banks, ethical responsibility, business ethics, customer satisfactionAbstract
This study aimed to know the extent of the impact of moral responsibility as a dimension of social responsibility on customer satisfaction in commercial banks at the level of the state of Djelfa. To achieve the goal of the study, a questionnaire prepared for this purpose was distributed to a sample consisting of 80 individuals from the clients of the Local Development Bank BDL, Djelfa Agency, and the statistical analysis program SPSS V21 was used to address the study hypotheses. The study concluded that there is an average level of ethical responsibility practices in these banks, in addition to an average level of customer satisfaction with ethical responsibility in these banks. At the end of the study, a set of recommendations were presented that the researcher sees as necessary to achieve a higher level of commitment to ethical responsibility in banks in order to increase customer satisfaction, the most important of which were: Obligating commercial banks to exercise ethical responsibility and train their employees on professional ethics, which leads to increased customer satisfaction.
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