Dissertations / Theses on the topic 'Banking sector - corporate social responsibility – trust'

Corporate social responsibility is presently defined by the World Business Council of Sustainable Development as persistent commitment by businesses to behave ethically and contribute to economic development while also increasing the quality of life of employees, their families, and the community. Guided by Freeman's stakeholder theory, this study examined the relationship between corporate social responsibility and the Nigerian bankers' reported satisfaction with the Nigerian banking sector. Survey data were collected from a convenience sample of 99 Nigerian bankers, including branch managers, zonal managers, tellers, marketers, and investors. A single-stage sampling procedure was used to elicit their satisfaction with the Nigerian banking sector and their perceptions of corporate social responsibility. Corporate social responsibility was conceptualized as a composite variable, with dependent sub-variables of ethics, human rights, and employee rights. A Pearson's r correlation test indicated a significant relationship between corporate social responsibility and Nigerian banker satisfaction (p < .05). These findings suggest that a majority of Nigerian bankers are satisfied with the banking sector which they feel, overall, behaves in a socially responsible way, although they also noted concerns related to insider abuse and a lack of transparency among internal processes. Implications for positive social change include informing policy makers and regulatory agencies in Nigeria about changes to public policy and the regulatory banking environment about risks associated with insider abuse and other internal processes in the banking industry that may damage efforts to improve corporate social responsibility with the goal of enhancing economic development in Nigeria.

The study investigates corporate social responsibility (CSR) theory to contribute to knowledge about CSR within the setting of a developing economy. In this thesis, the specific opportunities and challenges of financial institutions pursuing CSR are examined in depth. This study presents a portrayal of CSR, addressing its role and insight into how CSR is understood and practised. The study draws on an interpretive approach and investigates within a multiple case study context. The choice of cases is based on theoretical sampling, to advance knowledge in the phenomenon by looking at it in non-Western settings. The three cases are selected purposefully within the context of a developing economy: Ghana. The data collection and analysis use multiple data sources from semi-structured interviews of key management informants and archival documents which are analysed according to qualitative data protocols. The data is interpreted via thematic analysis within and across the cases to generate rich insights into the nature of CSR and its practices within their setting. The study recognises the emergent divergent and convergent issues of CSR across the cases with relation to enfolding the literature which involves inquiring with different literature the similarities and contradictions with the research findings. This process helps to link the study with the existing body of knowledge, as well as advance knowledge in CSR. Based on the analysis, this study suggests that there is a strong orientation towards philanthropy on what is classified as CSR. It reveals that the context in which CSR is practised is complex and situationally dependent, with particular influencing factors such as social welfare issues and culture driving societal expectations and business decisions on CSR. This study offers a revised model of CSR, suggesting a non-linear relationship with the integrated and porous dynamics between the various CSR components which thus provides insight into the nature of CSR in the banking sector in Ghana. The findings of the research can provide both academics and managers with valuable information on CSR practice in a developing country context.

The concept of corporate social responsibility (CSR) has had a long and varied history since its beginnings in the 1930s with the seminal work of Berle and Means. Many occidental studies regarding CSR have concentrated on natural environmental management and the influence of social and culture differences on such management. However, such research has not as yet been undertaken to any significant extent in the Malaysian context. To fill this gap, the present study therefore investigated environmental management in Malaysia’s banking sector, and the methods deployed by bank managers in evaluating and accommodating environmental risk in the credit assessment process. Malaysia was chosen as the study location because it is a multi racial country and has a dual banking system (conventional and Islamic banking). These characteristics enabled the study to investigate the influence of cultural and institutional differences on credit evaluation orientations, stakeholders’ group activism and perceptions, and general CSR orientations. To achieve the study aims, a questionnaire survey was designed to collect data from managers and executives in corporate banking departments whose main task is to evaluate loan applications, especially in project financing. The findings obtained from analyses of the data collected suggested that Malaysia’s banking sector has, in general, good environmental management practice. However, local banks’ environmental management practice falls short of that of international banks. It was also found that Islamic banks have better environmental management practice than conventional banks. As regards the credit evaluation process, the study findings suggested that environmental criteria are of secondary importance compared to financial and economic criteria. The study also found that cultural and institutional differences influenced the attitude of bank managers towards environmental management practice. Thus, to improve such practice in the future, these factors should be taken account of in the environmental policy development process if future rules and regulations, including environmental laws, are to gain widespread acceptance across racial and religious boundaries.

The “statement” from senior decision-maker is a section in the sustainability           report, where the most “senior decision-maker” of the institution (such as CEO,            chairman, or equivalent senior position) gives the personal view about the           relevance of sustainability to the ​institution and its strategy for addressing           sustainability. Such a statement is one medium used by company leaders to            communicate their attitudes and values to stakeholders in sustainability reports.          Under commercial circumstances, sustainability is also referred to as Corporate          Social Responsibility (CSR). This paper analyzes Chinese and Nordics senior decision-makers’ perception of CSR within the banking sector. The research sample consists of statements of senior decision-makers from sustainability reports of four Chinese banks, respective four Nordic banks. Previous studies show that CSR conception is influenced by cultural and social backgrounds. By analyzing respective Chinese/Nordic senior decision-maker’s statement, this study isaimingtofindout how Chinese/Nordic culture and social concepts are promoted in their respective bank institutions, and therefore lead to different CSR focus and strategies. The results from the study show that Chinese senior decision-makers’ statements are strongly influenced by t​raditional Chinese philosophy and social background, especially Confucian and Taoism, as well as​Xi Jinping’s guidelines delivered at the 19th National Congress of the Communist and the 13th Five-Year Plan. In relation to the Nordic senior decision-makers the gender equality and racial equality were noted. Senior decision-makers of Chinese banks mainly focus on “social stability and progress”, “economic responsibility”, and “customers”,while         senior decision-makers of Nordic banks mainly focus on “economic responsibility”, “customers”, and “environmental protection”.
公司资深决策者(首席执行官，董事长，或同等级别)会在可持续发展报告中 用一个章节来申明他们的观点。这个章节的内容涵盖可持续发展与该公司组 织架构的相关度，以及该公司可持续发展的战略和对策。公司领导通过这种 形式对股东传达公司的态度和价值观。在商业环境中，可持续发展也经常被 称为公司社会责任(CSR)。 本论文分析了中国和北欧银行业资深决策者们对于企业社会责任的认知。本 论文的研究对象是银行可持续发展报告中资深决策者的陈述观点，它们分别 取自4家中国银行和4家北欧银行。现存的研究指出公司社会责任这一概念以 及对其的认知受到文化和社会背景的影响。通过研究中国和北欧不同银行资 深决策者在可持续发展报告中的陈述及观点，本论文意在深入理解文化和社 会因素是如何在公司中得到，并最终影响公司社会责任的实践和战略。 研究结果显示中国传统哲学和社会背景深刻影响中国银行业资深决策者对于 可持续发展的陈述和观点，特别是儒家思想，道家思想，​和​习近平​在​19大​的 报告，​以及​中国​第​十三​个​五​年​规划。而在北欧，可持续发展报告主要受到性 别平等和种族平等方面​的​影响。在银行可持续报告中，中国的资深决策者主 要关注“社会平稳和发展”，“经济责任”，和“客户”，而北欧的资深决策者主 要关注“经济责任”，“客户”和“环境保护”。

The widespread use of Corporate Philanthropy (CP) in the US and the UK has resulted in a significant body of literature on the phenomena and its use. However, the literature generated around CP is criticised for being of an economic nature and for being biased toward the context of developed Western countries. This thesis suggests that the context of developing countries is important in relation to the non-economic nature of CP, due to the existence of intense religious beliefs and values. However, there has been little attempt to explicitly examine how the institutional pressures within this context shape the CP of a non-economic and more precisely of an altruistic nature, and how firms act in response to these influences. This thesis leverages institutional theory by proposing that stakeholders – including communities, competitors, NGOs and politicians – may impose coercive and mimetic pressures encouraging isomorphic field-level CP of a non-economic nature in a context of intense Islamic beliefs, values and norms. However, the way in which firms perceive and act upon these pressures may differ depending on specific factors related to the firm itself, including the identity of the firm, the competitive position of the firm, and shareholder pressures. These differences between firms result in the adoption of different CP strategies as decided by each firm, expressing its appropriate responses to field pressures. This study uses a qualitative methodology using data collected from 27 of the key personnel responsible for CP decisions (shareholders and managers) in the Kuwaiti banking sector. Questions were developed to assess the relationships between institutional pressures at the field and organisational levels of analysis. Data was collected through multiple sources such as in-depth interviews, documentation, and archival records. The contributions of the thesis are in relation to: a) the institutional theory; b) gaining more understanding of CP in developing countries; C) offering a robust understanding of altruistic CP influenced by an Islamic context; and d) practical implementations of CP in Islamic banks.

The relationship between corporate social responsibility (CSR) and consumer attitudes has been investigated in previous research; however, empirically there is no studies deliberate the role of consumer ethics in order to achieve the CSR, that is, to achieve greater CSR, there is a need to be accompanied with consumer ethics. Therefore, the emergence of consumer ethical behaviour has brought a new perspective to determining the influences of CSR on consumer attitudes. Based on The Theory of Planned Behaviour and Vitell-Hunt theory, this study aims to examine the link between CSR and consumer ethical behaviour, and its influences on consumer attitudes. In order to address the aim, this study explores the relationship between CSR from the philanthropic perspective, and consumers' ethical behaviour. It also determines the extent to which CSR affects brand trust and consumer affective behavioural attitudes. Finally, it examines the role of consumers' ethical behaviour in influencing consumers' attitudes alongside CSR. To address these objectives, this study adopted positivism research philosophy, using a quantitative survey method. The data were collected from consumers who make purchases from the retail sector in the UK. A self-administered questionnaire was developed based on the previous literature. Then, 500 questionnaires were distributed, of which 350 were completed and used for the final analysis. Multivariate analysis was employed, with the questionnaires analysed using a covariance-based structural equation modelling (SEM) approach. The findings reveal that as hypothesized, CSR 'philanthropy' is significantly associated with consumer ethical behaviour; however, this study reveals a negative relationship between them. This study also hypothesized that philanthropic retailers have an influence on (a) consumer affective attitudes and (b) consumer behavioural attitudes. This study does not support the hypothesized relationship between philanthropy and (a) consumer affective attitudes or (b) consumer behavioural attitudes. However, the study identifies a positive relationship between philanthropy and brand trust. Consumers' ethical behaviour is not statistically significantly related to brand trust or consumer affective attitudes. However, the relationship between consumer ethical behaviour and consumer behavioural attitudes is found to be statistically significant. Moreover, the study demonstrates a positive relationship between brand trust and consumer behavioural attitudes, and that consumer affective attitudes mediate this relationship. This study offers a number of theoretical contributions to the literature on CSR and consumer ethics. First, the important contribution lies in the attempt to explore the relationship between CSR and consumers' ethical behaviour. This study unexpectedly, discovers the negative relationship between CSR and consumers' ethical behaviour. The possible explanation is that when consumers perceive the company to behave philanthropically, they are less likely to evaluate themselves as ethical because they may attribute their ethical behaviour to the company's perceived philanthropic behaviours. This study further highlights the positive relationship between consumers' ethical behaviour and their behavioural attitude. The second contribution lies in the relationship between CSR and consumers' responses. In line with previous studies (e.g. Willmott 2003; Hustvedt 2014; Singh et al. 2012), this study concurs that CSR positively affects consumers' brand trust. However, the relationship between CSR and consumers' attitudes is not statistically significant. Instead, this study highlights the important role of brand trust; that is, based on this finding, brand trust is the key driver of both consumers' affective and behaviour attitudes. Third, this study discovers the partially mediating role of consumers' affective attitude on the link between brand trust and behavioural attitude; which seems to be an essential sub-process regulating the effect of brand trust on consumer behavioural attitudes. This study also has practical implications. Firstly, retailers are recommended to effectively communicate their philanthropic activities to consumers in order to enhance their brand trust. It is particularly important that they also aim at influencing consumers' trust in their brand because it is the brand trust that would positively affect their purchasing decision. The final recommendation is that management should focus their CSR communication on the ethical consumer segment because ethical consumers show strong intention to purchase from a socially responsible company.

A Responsabilidade Social Corporativa vem ganhando destaque nas empresas, no governo, na sociedade e no campo acadêmico. Apesar disso, ainda não é possível identificar uma definição comum ou um conjunto de princípios centrais sobre o assunto. Pesquisadores ainda discutem o que significa ser socialmente responsável ou mesmo se as empresas devem ter responsabilidades sociais. Outra discussão se refere aos impactos financeiros da Responsabilidade Social Corporativa. Enquanto alguns autores afirmam que a adoção de práticas socioambientais melhora o desempenho financeiro, outros defendem que as práticas são geradoras de custos que as empresas nunca vão recuperar. Diante dessa discussão, diversos autores argumentam que o simples engajamento, em atividades consideradas socialmente responsáveis, não garante a geração de benefícios às empresas, mas, sim, se as práticas estiverem alinhadas com a Estratégia. Diante disso, o presente trabalho tem por objetivo estudar como é feito o alinhamento entre Responsabilidade Social Corporativa e Estratégia. Para atingir o objetivo proposto, foi feita a fundamentação teórica sobre o tema e a pesquisa de campo, em empresa do setor bancário, reconhecida por boas práticas de Responsabilidade Social Corporativa. O estudo é exploratório, com abordagem qualitativa, e realizado por meio da estratégia de Estudo de Caso. Os dados primários foram coletados por meio de entrevistas semiestruturadas e, os dados secundários, por meio dos relatórios de Sustentabilidade da empresa estudada e de relatórios de outras instituições que atuam com o tema no setor bancário. Os resultados mostraram que, atualmente, a empresa lida com a Responsabilidade Social Corporativa por meio do conceito de Sustentabilidade e adota uma postura proativa. Os responsáveis pelo pensamento estratégico da empresa reconhecem a importância do tema e promovem mudanças em suas estratégias, alterando visões de longo prazo, estruturas organizacionais e práticas de negócios. O processo de alinhamento do tema com a Estratégia da empresa vem sendo feito, principalmente, por meio do diálogo com stakeholders; da escolha de questões consideradas estratégicas; do envolvimento da alta gestão e das diversas áreas de negócios e do monitoramento de resultados. O estudo contribui com a formação do constructo de Responsabilidade Social Corporativa e com a distinção entre esse conceito e o de Sustentabilidade. Além disso, contribui para ampliar o conhecimento sobre as implicações estratégicas da Responsabilidade Social Corporativa e da complexa relação entre Desempenho Financeiro e Desempenho Social. A pesquisa também aponta algumas barreiras para gestão das questões socioambientais. A principal delas é a falta de conhecimento e de ferramentas práticas para lidar com o tema.
Corporate Social Responsibility is gaining prominence in business, in government, in society and in the academic field. Nevertheless, it is still not possible to identify a common definition or a set of core principles about the subject. Researchers still debate the means of being socially responsible or even whether companies should have social responsibilities. Another discussion refers to the financial impacts of Corporate Social Responsibility. While some authors claim that the adoption of social and environmental practices improve financial performance, others argue that the practices generates costs that businesses will never recover. Given this discussion, several authors argue that the mere engagement in activities considered socially responsible, does not guarantee the generation of benefits to businesses, but rather whether the practices are aligned with the Strategy. Thus, the present work aims to study how the alignment between Corporate Social Responsibility and Strategy is designed. To reach that goal, the theoretical foundation was made on the subject, followed by a field research in a bank company, recognized for best practices in Corporate Social Responsibility. The study is exploratory, qualitative approached and conducted by Case Study. Primary data were collected through semi-structured interviews and secondary data through the Sustainability Reports of the investigated company and through reports from other institutions that work with the theme in the banking sector. The results showed that, currently, the company deals with the Corporate Social Responsibility through the concept of Sustainability and adopts a proactive posture. Those responsible for the strategic thinking of the company recognize the importance of the issue and promote changes in their strategies, changing long-term visions, organizational structures and business practices. The process of aligning the subject with the Strategy of the company is done primarily through dialogue with stakeholders, the choice of issues considered strategic, the involvement of senior management and the various business areas and monitoring results. The study contributes to the formation of the construct of Corporate Social Responsibility and the distinction between this concept and Sustainability. Moreover, contribute to increase the knowledge about the strategic implications of Corporate Social Responsibility and the complex relationship between Financial Performance and Social Performance. The survey also indicates some barriers to the management of social and environmental issues. The main one is the lack of knowledge and practical tools to deal with the issue.

Tese de Mestrado em Comunicação Social, vertente Comunicação Estratégica
O presente trabalho insere-se no mestrado em comunicação social, vertente Comunicação Estratégica e teve como objetivo a análise das práticas, propostas e sugestões para ações de voluntariado e de comunicação interna (CI) no setor bancário, mais precisamente na Caixa Geral de Depósitos (CGD), onde foi realizado um estágio nas áreas de comunicação e voluntariado. O principal objetivo do presente relatório foi analisar e responder à seguinte questão: “Como pode a comunicação interna promover a responsabilidade social, designadamente o voluntariado corporativo, no setor bancário?” Para tal, em termos de método de investigação, optou-se por uma metodologia mista de recolha de dados: qualitativa e quantitativa. As principais técnicas utilizadas foram inquéritos por entrevista e por questionário, e observação participante. Após a análise do caso em estudo, conclui-se que a CI na CGD é fundamental para o sucesso do negócio. A CI pode ser vista como forma de promoção e de divulgação para ações de voluntariado corporativo. Conclui-se também que o mais importante não será a implementação de mais ações de voluntariado na CGD, mas que exista uma melhor otimização e gestão dessas ações. As ações que têm mais impacto são as que se encontram mais direcionadas para o core business da Instituição.
Strategic Communication, and has the main purpose of analyzing practices, proposals and recommendations concerning existing volunteering and internal communication in the banking sector, particularly in Caixa Geral de Depósitos (CGD), where an internship in communication and volunteering was carried out. The main objective was to analyze and answer to the following question: “How can internal communication promote social responsibility, particularly regarding corporate volunteering in the banking sector?” To answer to that question, as a research method, a mixed methodology based on qualitative and quantitative data was performed. The main techniques used consisted on interviews and questionnaires, as well as participant observation. After analyzing the case study, a conclusion was reached: internal communication in CGD is crucial to the success of the business. Internal communication can be seen as a way to promote and disclose actions of corporate volunteering. Another conclusion points out that the most important is not the implementation of more volunteering actions in CGD, but a better optimization and management of such actions. The actions that have greater impact are the ones directed to the core business of the organization.

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A proposta deste trabalho foi realizar um estudo de caso de uma empresa do setor bancário brasileiro, que buscou evidenciar o alinhamento das ações de responsabilidade social corporativa (RSC) do Banco do Brasil com o referencial teórico sobre o tema, a partir da observação do crescente interesse por este assunto por investidores, empresas, governos e academia, pelo desenvolvimento de indicadores de desempenho relacionados à sustentabilidade, bem como pela maior valorização nas Bolsas de Valores das ações das empresas que têm consciência da importância e incluem em seus negócios a RSC. Após análise da literatura específica e dos documentos públicos do Banco, o estudo revelou que as iniciativas do Banco do Brasil, ratificadas pela adesão a tratados e acordos nacionais e internacionais, fazem parte de seu posicionamento estratégico e estabeleceram um novo modelo de gestão, baseado na sustentabilidade dos negócios e das relações com todos os públicos de relacionamento, indicando o alinhamento do Banco com a teoria.
The purpose of this study was to conduct a case study of a company of the Brazilian banking sector, which sought to highlight the alignment of corporate social responsibility (CSR) actions of Banco do Brasil with the theoretical framework on the subject, based on the observation of increasing interest by investors, companies, governments and academia on the subject, the development of performance indices related to sustainability, as well as a greater valuation on the Stock Exchanges of companies that are aware of the importance and include CSR in their business. After analyzing the literature and the public documents of the Bank, the study revealed that the initiatives of Banco do Brasil, ratified by adherence to national and international treaties and agreements, are part of its strategic position and established a new management model, based on sustainability of business and relationships with all stakeholders, indicating the alignment of the Bank with the theory.

A qualitative research project was conducted to explore experiences of co-worker trust, relatedness and vitality through a short-term Music Therapy intervention designed to promote well-being. Thirteen adults who work at a branch of a South African bank in the Cape Winelands in the Western Cape Province of South Africa participated in the study. Six Music Therapy sessions were conducted in work time. Focus groups were conducted before and after the intervention. Data were generated by means of transcription of the focus groups, and thick description of selected Music Therapy session video clips. Data were analysed by means of content analysis through data-driven, open coding, followed by two levels of categorisation and theme extraction (Ansdell & Pavlicevic, 2001; Gibbs, 2007; Graneham & Lundman, 2004; Hsieh & Shannon, 2005; Punch, 1998). Findings suggest that participants experienced meaningful shifts in experience on all three of the identified focus construct dimensions, as well as on the dimensions of individual competence and autonomy. Further emerging questions were explored regarding the transferability of gains made in the Music Therapy space to the work context. It was proposed that increased experiences of autonomy, competence, and vitality in the therapy space supported the development of trust and enriched relatedness across both work and therapy contexts. Trust and relatedness gains were proposed to be longer-lasting. A progression of relatedness development phases was proposed, through which participants may have been able to achieve notable outcomes pertaining to improved communication, decreased conflict, increased cooperation and interpersonal support.
Dissertation (MMus)--University of Pretoria, 2014.
gm2014
Music
unrestricted

While considered as the pillar of our modern capitalistic societies (Decker & Sale, 2009), the banking sector is going through a rough period since the 2008 economic crisis. The decline of public trust in the financial services negatively impacted many of the banks marketing performance indicators (Hurley et al., 2014; Järvinen, 2014. In order to tackle this problem and better engage in their social role as motor of all economic activities, banks are turning towards CSR as a potential solution. The quantitative research will study the impact of banks' customer perception of CSR initiatives on Brand Affinity, Customer Satisfaction and likelihood to change providers as well as the mediation effect of Trust on this impact. A survey was used to collect data and the sample was chosen using simple random sampling. To study the impact of the perception of CSR initiatives on the different outcome variables, a Pearson correlation analysis was undertaken. The mediation effects were interpreted using a Path Analysis and the statistical significance of standardised paths. The results of the research showed that the perception of CSR activities positively impacts our outcome variables. Also, Trust is mediating the impact of the perception of Customer Oriented CSR, but not the perception of Community Oriented CSR (Philanthropy). The research helps close some knowledge gaps in CSR (Aguinis & Glavas, 2012) like the impact of CSR on the individual level, as well as the processes underlying the impact of the perception of CSR initiatives.
Embora seja considerado o pilar das sociedades capitalistas modernas (Decker & Sale, 2009), o setor bancário tem atravessado um período conturbado desde a crise económica de 2008. O declínio da confiança pública nos serviços financeiros impactou negativamente muitos dos indicadores de desempenho de marketing dos bancos (Hurley et al., 2014; Järvinen, 2014. De modo a enfrentar este problema e melhorar o seu envolvimento em relação ao seu papel social enquanto motor de todas as atividades econômicas, os bancos começam a considerar a RSC como uma potencial solução. A pesquisa quantitativa aborda o impacto da perceção dos clientes em relação às iniciativas de RSC dos bancos na afinidade com a marca, satisfação do consumidor e probabilidade de mudar de fornecedor, bem como o efeito mediador da confiança neste mesmo impacto. Um questionário foi usado para recolher dados e medir as diferentes dimensões necessárias, e a amostra foi escolhida usando amostra aleatória simples e uma amostra de conveniência. Os resultados da pesquisa demonstraram que a perceção das atividades de RSC afeta positivamente a afinidade da marca e a satisfação do. Além disso, a confiança medeia o impacto da perceção da RSC orientada para o cliente, mas não a perceção da RSC com foco na comunidade (filantropia). A pesquisa ajuda a preencher algumas lacunas no conhecimento relativamente à RSC (Aguinis & Glavas, 2012), como o impacto da RSC a nível individual, bem como o processo subjacente ao impacto da perceção das iniciativas de RSC.

The financial crisis in Portugal has brought profound changes. The Portuguese standard of living and the banking health has decreased considerably, and with it, the confidence in the sector. It is fundamental for the proper functioning of the country's economy that there is complete restructuring not only within the banks but also in people’s trust of the sector. This dissertation aims to study how the Portuguese perceive the Portuguese banking sector and its Corporate Social Responsibility. The study is divided into two components, the analysis of general banking perceptions and the analysis of the perceptions of five different banking entities: BPI, Caixa Geral de Depósitos and Millennium BCP, Novo Banco and Santander. In order to make this possible, a questionnaire was carried out and analyzed based on quantitative and qualitative data. The results reveal a deep dissatisfaction with the banking sector, with its performance, evolution and lack of social responsibility initiatives. The adoption of CSR initiatives are fundamental to the perception of the banking evolution. Findings show that the more the population believes the banks are playing an active and environmental role, the more people recognize its initiatives as genuine and not for marketing purposes.
A crise financeira em Portugal trouxe profundas alterações. O nível de vida dos portugueses e a saúde bancária diminuiu consideravelmente, e com ela, a confiança no sector. É fundamental para o bom funcionamento da economia do país que haja uma restruturação completa não só nos bancos, mas também, na confiança dos indivíduos para com eles. Esta dissertação tem como objetivo estudar de que forma os Portugueses percecionam a banca Portuguesa e a sua Responsabilidade Social Corporativa. O estudo divide-se em duas componentes, a análise das perceções da banca em geral e a análise das perceções de cinco entidades bancárias diferentes: BPI, Caixa Geral de Depósitos, Millennium BCP, Novo Banco e Santander. Para que tal seja possível prossegue-se à realização de um questionário e á sua análise com base em dados quantitativos e qualitativos. Os resultados revelam um profundo descontentamento com o sector bancário, com a sua performance, evolução e responsabilidade social. A adoção de iniciativas de CSR são fundamentais para a perceção da evolução da banca, uma vez que a perceção da evolução é mais favorável quanto mais a população acredita que esta tem um papel ativo e fundamental a nível social e ambiental e classifica a as suas iniciativas como genuínas e não com propósito de marketing.

碩士
國立臺北商業大學
會計財稅研究所
105
After the financial crisis in 2008, an increasing number of people realized that corporate social responsibility (CSR) is crucial in the banking sector that is, in addition to focusing on improving profits, corporations must also focus on social responsibility. Through bootstrapping analysis, this study investigates whether CSR activities influenced the financial performance of bank listed on the Taiwan Stock Exchange and those in the over-the-counter market during 2009-2015. The empirical results are as follows: (1) Employee training is positively related to financial performance. (2)Appropriate management of complaints has a positive influence on financial performance. (3) Green procurement and green credit are positively related to financial performance. These results indicate that corporations that implement these dimensions can improve employee satisfaction, customer loyalty, and corporate image and that CSR implementation can improve financial performance. Therefore, we recommend that the national governance develop a CSR policy widely and that corporations implement it.

碩士
國立彰化師範大學
企業管理學系 國際企業經營管理(IMBA)
105
This paper explores the relationships among corporate social responsibility (CSR) implementation, corporate image, consumers’ trust, and consumers' perceived value. Questionnaire survey method was used and questionnaires were collected through both paper and on-line survey. Regression analysis was employed to test proposed conceptual model. The analysis results showed that CSR implementation has significantly positive impacts on corporate image, consumers’ trust, and consumers' perceived value. Corporate image, then, has significantly positive impacts on both consumers’ trust on corporate and consumers' perceived value. A bank could create positive brand image and improve customers’ trust in the bank and consumers' perceived value by taking corporate social responsibility. Customers for both government owned banks and private banks expect banks to operate responsibly to address social and environmental issues. Suggestions for both government owned banks and private banks are provided in this research.

This study case aims to investigate the influence of CSR policies executed by banks in consumers’ decision-making process, by analysing their awareness and perception towards this same politics. A deep research was made in order to properly frame this work, so as to give the most possible accurate solution. The literature review is based on three main aspects: CSR concept and influence in the society, the process of buying and brand attachment from the consumers and companies’ point of view, and the Portuguese banking sector. By funnel on these three aspects and combining them, it is possible to perceive the paradigm where this work settles itself. The literature review ended with the gap finding, presenting three similar studies, which focused on important and relevant aspects, but did not answer the problem this work aims to solve. As this study intents to understand the consumers’ point of view, it was only logical that the methodology included a direct contact with people. Therefore, a survey was conducted, using a quantitative SPSS analysis to reach, concrete, precise results. In the end those results were interpreted, and by putting them together, it was possible to reach out for a conclusion with not only the solution of the initial problem, but also, with indicators for the future, in what CSR in Portuguese banking is concerned.
Este estudo de caso tem como objetivo investigar a influência das políticas de RSE executadas pelos bancos no processo de tomada de decisão dos consumidores, analisando a sua percepção em relação a essas mesmas políticas. Foi feita uma pesquisa detalhada a fim de enquadrar adequadamente este trabalho, de modo a dar a solução mais precisa possível. A revisão da literatura assenta em três vertentes principais: o conceito de RSE e a sua influência na sociedade, o processo de compra e ligação à marca na perspetiva dos consumidores e das empresas e o setor bancário português. Ao aprofundar sobre estes três aspectos e na combinação dos mesmos, é possível perceber o paradigma onde este trabalho se insere. A revisão da literatura encerrou com a descoberta de lacunas, apresentando três estudos semelhantes, que focam aspectos importantes e relevantes, mas não responderam ao problema que este trabalho pretende solucionar. Como este estudo pretende entender o ponto de vista dos consumidores, era lógico que na recolha de dados, estivesse incluído um método de contato direto com as pessoas. Para tal, foi realizado um questionário, e realizada a respetiva análise quantitativa em SPSS, de forma a obter resultados concretos e precisos. No final, esses resultados foram interpretados e unidos, sendo possível chegar a uma conclusão, não só com a resolução do problema inicial, mas também, com indicadores para o futuro, no que diz respeito à RSE na banca portuguesa.

Adopting a multi-theoretical approach to CSR, this thesis speculates whether customer loyalty and brand trust, mediated by stakeholder perceptions of banking performance - competitive and socially responsible - can spillover into the competitive sphere directly and indirectly, due to market pressures generated by impact of CSR's reputation. Such is attributable to customers associations, who actively shape the competitive game through the application of their endowed market power to penalize or favour the Banks that, respectively, impose their accountability or not. Accordingly, results from the structural equation modelling (SEM) hypothesis testing from 176 questionnaire respondents’ perceptions, indicated that most relations are significant, above all, the strong mediation of the competitive banking performance in the link between brand trust and CSR spillover. The exceptions were the rest of the indirect effects and, surprisingly, the direct effects of the relation between CSR performance and its spillover, and between CSR spillover and customer loyalty. Such results signal the fundamental role that brand trust plays for the occurrence of CSR spillover, suggesting that general banking CSR impressions are leveraged by customers' perceptions of banks' competitive performance, as they foster closer and more grounded interactions with this type of performance, conjecturing it as their entitled participation on the bank's social responsibility performance.
Adotando uma abordagem multi-teórica da RSC, esta tese especula se a lealdade do cliente e a confiança na marca, mediadas pelas perceções dos stakeholders sobre o desempenho bancário - competitivo e socialmente responsável - podem transbordar para a esfera competitiva direta e indiretamente, devido às pressões do mercado geradas pelo impacto da reputação da RSC. Tal deve-se às associações dos clientes, que moldam ativamente o jogo competitivo através da aplicação do seu poder de mercado para favorecer ou penalizar Bancos que, respetivamente, impõem ou não a sua responsabilidade. Concordantemente, os resultados da structural equation modelling (SEM) de 176 perceções dos inquiridos, indicaram a significância da maioria das relações hipotéticas, sobretudo, a forte mediação do desempenho bancário competitivo no vínculo entre a confiança na marca e o efeito de spillover de RSC. As exceções foram os restantes efeitos indiretos e, surpreendentemente, a relação entre o desempenho de RSC e o seu spillover e entre o spillover de RSC e a lealdade do cliente. Tais resultados sinalizam o papel fundamental que a confiança da marca desempenha para a ocorrência do spillover de RSC, sugerindo que as impressões generalistas de RSC do setor bancário são alavancadas pelas perceções dos clientes sobre o seu desempenho competitivo, pois nutrem interações mais próximas e fundamentadas com esse tipo de desempenho, conjeturando-o como a sua participação na performance da responsabilidade social do banco.

A Sustentabilidade e a Sustentabilidade Social têm tido crescente atenção de vários atores políticos e organizacionais e exemplo disso é a Diretiva n.º 2014/95/UE. Tal impele as organizações a tomar responsabilidade nesta mudança e o setor bancário não é exceção, dada a sua dimensão e escrutínio público. Os objetivos deste estudo são identificar as práticas de responsabilidade social internas mais recorrentes no setor bancário, desde a entrada em vigor do Decreto-Lei n.º 89/2017, originado pela diretiva europeia mencionada, onde algumas instituições bancárias passaram a ser obrigadas a reportar os seus impactos, e analisar se houve alterações no reporte após a sua aplicação. Primeiramente verificou-se que instituições bancárias tinham o número de trabalhadores necessários para que fosse aplicável o critério do Decreto-Lei 89/2017. Num universo de 27 bancos em Portugal, apenas 7 tinham dimensão para estarem sujeitos às suas diretrizes. Seguidamente, utilizou-se uma metodologia qualitativa, através da análise de conteúdo de Relatórios e Contas e Relatórios de Sustentabilidade dessas organizações, de 2017 a 2020, através do software MAXQDA onde se categorizaram as práticas de responsabilidade social reportadas. Como base para esta análise realizou-se um levantamento das práticas de responsabilidade social internas indicadas na literatura, nas normas de certificação Norma ISO 2600, Norma SA 8000 e Norma Portuguesa 4469-2019 e nas diretrizes da Global Reporting Iniciative (GRI). Conclui-se que as práticas mais recorrentes na banca coincidem com as mencionadas na literatura e no decreto, embora haja espaço para melhorarias nas temáticas Benefícios dos Trabalhadores, Work-Life Balance ou Motivação e Envolvimento dos Trabalhadores.
Sustainability and Social Sustainability are receiving increasing attention from political and organizational actors and an example of this is Directive 2014/95/EU. That pushes organizations to take responsibility for this change and the banking sector is no exception, given its size and public scrutiny. The objectives of this study are: to identify the most recurrent internal social responsibility practices in the banking sector since the implementation of the Decree-Law Nº. 89/2017, originated by the mentioned european directive, where some banking institutions became obliged to report their impacts, and analyze whether there were changes in reporting after its application. First it was verified which banking institutions had the number of employees required for the criteria of Decree-Law 89/2017 to be applicable. In a universe of 27 banks in Portugal, only 7 had the dimension to be subject to its guidelines. Then, a qualitative methodology was used, through content analysis of Reports and Accounts and Sustainability Reports of these organizations, from 2017 to 2020, through the MAXQDA software where the reported social responsibility practices were categorized. For this analysis, a survey of internal social responsibility practices indicated in the literature, in the certification standards Norma ISO 2600, Norma SA 8000 and Norma Portuguesa 4469-2019 and in the guidelines of the Global Reporting Initiative (GRI) was carried out. Concluding, the most recurrent practices in this sector coincide with those mentioned in the literature and in the decree, although is possible to improve in the themes Employee Benefits, Work-Life Balance or Worker Motivation and Involvement.

Магистерская диссертация раскрывает необходимость осуществления коммерческими банками социально-направленной инвестиционной деятельности и интеграции принципов корпоративной социальной ответственности в их финансовую политику. Исследование направлено на изучение лучших практик в области корпоративной социальной ответственности, выявление проблем, препятствующих развитию данного направления в российском банковском секторе. Диссертация также включает в себя разработку нормативного документа, предлагаемого к использованию ПАО КБ «УБРиР» и позволяющего систематизировать деятельность данного банка в области корпоративной социальной ответственности.
The master's thesis reveals the need for commercial banks to carry out socially-directed investment activities and integrate the principles of corporate social responsibility into their financial policies. The study is aimed at studying the best practices in the field of corporate social responsibility, identifying problems that impede the development of this direction in the Russian banking sector. The thesis also includes the development of a normative document proposed for use by the PJSC «UBRD» and allows to systematize the activities of this bank in the field of corporate social responsibility.

The current study was aimed at assessing the impact of potentially crucial emotional factors on corporate image (CI), consumer satisfaction (CF) and consumer loyalty (CL) in the banking sector. Corporate Social Responsibility became, in recent years, a central concern for both consumers and businesses, so we decided to inspect how integrating social responsibility into the bank marketing strategy would affect CI, CF and CL. In addition, we also inspected the effect of online banking vs direct human contact in the way the bank presents its services, as online banking has been increasingly replacing offices, whilst human contact might still be an important asset for business. We inspected the effect of price fairness and of a diversity of demographic variables as well. A randomized experimental study was carried out online, with a between-subject 2(CSR/nonCSR)x2)x2(human contact/online)x2 (fairprice/nonfair price) design. Results are based on a final sample (after eliminating incomplete questionnaires and outliers) of 293 international respondents who were randomly assigned to evaluate one of eight different banks conditions, under the pretext of a market study on a new bank. Results showed that both corporate social responsibility and price fairness were critical in the respondents’ evaluation of CI, CS and CL, while virtual vs personal interaction as well as demographic factors such as age, gender or education did not significantly affect them. The study shows that, as in other businesses, there is a preference for ethical and social friendly corporate attitudes in financial institutions – an important clue for their global reputation strategy.
O presente estudo tem como objetivo avaliar o impacto de fatores emocionais que são potencialmente cruciais na imagem corporativa (IC), na satisfação do consumidor (SC) e na lealdade do consumidor (LC) no setor bancário. A Responsabilidade Social Corporativa tornou-se, nos últimos anos, uma preocupação central para os consumidores e empresas, por isso decidimos analisar como a responsabilidade social na estratégia de marketing do banco afetaria a IC, a SC e a LC. Além disso, também estudámos a forma como o banco apresenta os seus serviços no efeito do banco on-line em comparação com o contato humano direto. O banco on-line tem substituído cada vez mais os escritórios, no entanto o contato humano ainda pode ser um ativo importante para os negócios. Também analisamos o preço justo na diversidade das variáveis sociodemográficas. Foi realizado um estudo experimental aleatório on-line, com um teste entre grupos de 2 (CSR / nãoCSR) x2 (contato humano / on-line) x2 (preço justo / preço injusto). Os resultados são baseados numa amostra final (após a eliminação de questionários incompletos e outliers) de 293 participantes internacionais que avaliaram uma das oito condições de bancos diferentes de forma aleatória, sendo este um estudo de mercado com a finalidade de criar um novo banco. Os resultados mostraram que a responsabilidade social corporativa com ao preço justo, eram essenciais na avaliação dos participantes sobre IC, SC e LC, enquanto a interação virtual versus contacto humano direto, bem como os fatores sociodemográficos, idade, sexo ou educação, não apresentaram resultados significativos. O estudo mostra que tal como noutros negócios, existe uma preferência por atitudes éticas e amigáveis para com as instituições financeiras. Isto é uma pista importante para a sua estratégia de reputação global.