CSR and Customer Perceptions in Indian Banking: A Comparative Analysis of Private and Nationalized Banks

Corporate Social Responsibility (CSR) has gained prominence in the Indian banking sector as a mechanism to strengthen trust, improve service reputation, and enhance long-term customer relationships. This study investigates how CSR initiatives shape customer perceptions in Indian banking, comparing private and nationalized banks. A structured questionnaire was administered to 120 customers of leading banks in Jaipur and nearby regions, covering both private and nationalized institutions. The survey measured perceptions of CSR across dimensions such as financial inclusion, community development, environmental responsibility, and digital ethics. Key customer outcomes included trust, satisfaction, loyalty, and advocacy. Data were analyzed using descriptive statistics, reliability analysis, correlation, and Analysis of Variance (ANOVA) to compare the two bank categories. Results indicate that CSR perceptions significantly influence customer trust and satisfaction, which in turn affect loyalty and advocacy. Notably, private banks scored higher on visibility and communication of CSR, whereas nationalized banks were perceived as stronger in inclusion-driven CSR activities. ANOVA results confirmed statistically significant differences in how CSR shaped customer satisfaction and loyalty across the two bank types. The findings highlight the need for private banks to enhance authenticity in CSR initiatives and for nationalized banks to strengthen CSR communication. The study contributes to CSR and banking literature by presenting a customer-centric, comparative view with practical implications for managers and policymakers