In the ever-evolving banking landscape, effectively addressing sustainability concerns while meeting customer expectations is essential. This study introduces an innovative Corporate Social Responsibility (CSR) Feedback Framework designed to align the banks’ sustainability strategies with customer perceptions and expectations. The framework utilizes a comprehensive approach by integrating customer feedback on CSR through a survey-based methodology grounded in the Global Reporting Initiative (GRI) guidelines. It features the novel CSR Feedback Matrix to evaluate the degree to which a bank's sustainability strategy aligns with customer expectations and satisfaction, while also comparing these factors against those of competitors within the industry. Additionally, the framework employs the TOPSIS technique to calculate a Critical CSR Score (CCS), ranking sustainability aspects based on their level of criticality. The findings reveal key areas where banks can enhance their CSR efforts to better meet customer requirements. Furthermore, the analysis of customer segmentation by demographic factors provides actionable insights for developing targeted CSR strategies tailored to diverse customer needs and preferences. This research contributes to the ongoing dialogue regarding sustainability strategies from a customer-centric perspective, providing practical guidance for managers to foster positive customer relationships while advancing corporate responsibility.

中文翻译：

---

使创新银行的可持续发展战略与客户的期望和看法保持一致：企业社会责任反馈框架


在不断发展的银行业环境中，在满足客户期望的同时有效解决可持续性问题至关重要。本研究引入了一个创新的企业社会责任 （CSR） 反馈框架，旨在使银行的可持续发展战略与客户的看法和期望保持一致。该框架采用全面的方法，通过基于全球报告倡议组织 （GRI） 指南的基于调查的方法整合客户对 CSR 的反馈。它采用新颖的 CSR 反馈矩阵，用于评估银行的可持续发展战略与客户期望和满意度的一致性，同时将这些因素与行业内竞争对手的因素进行比较。此外，该框架采用 TOPSIS 技术来计算关键 CSR 评分 （CCS），根据其关键性级别对可持续性方面进行排名。调查结果揭示了银行可以加强其 CSR 工作以更好地满足客户需求的关键领域。此外，按人口统计因素对客户细分的分析为根据不同的客户需求和偏好制定有针对性的 CSR 战略提供了可操作的见解。本研究从以客户为中心的角度促进了关于可持续发展战略的持续对话，为管理人员在推进企业责任的同时培养积极的客户关系提供了实用指导。