THE CSR’s influence on customer behavior in the Lebanese banking sector Nehme AZOURY, Dean nehmeazoury@usek.edu.lb Charbel EL KHOURY, Lecturer Charbelmelkhoury@usek.edu.lb April 15th, 2014

STRUCTURE Introduction Research question Literature Review Research hypotheses Research Methodology Results Conclusion 2

INTRODUCTION CSR seems to be very popular among business environments This soaring concept has caused much writings to the point that some saw it as a temporary fad Today, CSR have started to reveal wider practices among local banks 3

RESEARCH QUESTION How deep is the Lebanese banking sector involved in CSR activities? 4

THEORETICAL FOUNDATIONS OF CSR Milton Friedman 1970 Making Profit Ralph Nader 1965 Corporate Contribution to the Social Well Being The Pyramid of CSR Archie Carroll 1979, 1991 5

2 Focus Group Interviews RESEARCH METHODOLOGY Preliminary Study-Focus Group Interviews List of attributes pertinent to our dependent and independent variables 7 Participants Local Banks 2 Focus Group Interviews Gathering 7 Participants Clients 6

RESEARCH METHODOLOGY Questionnaire Questionnaire 7 7 CSR Directors Local Banks 161 Clients Questionnaire 7

RESULTS Bank’s Involvement in CSR Activities Banks’ Image Clients’ Retention H1 Banks’ Image H2 8

Conclusion The bank’s CSR activities enhance the banks’ ability to achieve better image and client retention Large local banks tend to have more CSR activities than the smaller ones Our study would be a great potential for future researches 9