بررسی رابطه بین مسئولیت‌پذیری اجتماعی شرکت ها (CSR) و رعایت حقوق مصرف‌کننده (مطالعه موردی: سیستم بانکی شهرستان بوکان)
محورهای موضوعی :
مدیریت صنعتی
Loghman Ebrahimi
1
,
Ahmad Mansori
2
,
Loghman Rahmani Ahmadabadi
3
1 - Master of Business management and Lecturer of Payame Noor University, Bukan Branch, Iran
2 - Master of Business management and faculty member at the University of Payame Noor University, Bukan Branch, Iran
3 - M.A. Student of law, Sanandaj Branch, Islamic Azad University, Sanandaj, Iran
تاریخ دریافت : 1396/10/16
تاریخ پذیرش : 1396/10/16
تاریخ انتشار : 1393/10/01
کلید واژه:
Banking Services,
Corporate Social Responsibility,
خدمات بانکی,
مسئولیت‌پذیری اجتماعی شرکت‌ها,
حقوق مصرف‌کننده,
هرم کارول,
consumer rights,
pyramid Carroll,
چکیده مقاله :
در شرایط فعلی، رعایت مسائل اخلاقی، اجتماعی و زیست‌محیطی برای سازمان‌های مختلف از حد یک شعار و توصیه فراتر رفته و متمایل به عملیاتی نمودن پیداکرده است. مفهوم مسئولیت اجتماعی هر روز بیشتر به‌عنوان یکی از مسئولیت‌های سازمان جایگاه خود را پیدا می‌کند. این مفهوم اکنون نه به‌عنوان بخشی از مسئولیت‌های قانونی سازمان‌ها بلکه به‌عنوان یک رسم یا سنت مورد توجه قرار می‌گیرد. هدف از انجام پژوهش حاضر بررسی رابطه بین مسئولیت‌پذیری اجتماعی بانک‌ها و رعایت حقوق مصرف‌کننده در سیستم بانکی شهرستان بوکان می‌باشد. تحقیق حاضر از لحاظ هدف تحقیق یک تحقیق کاربردی و از لحاظ روش تحقیق، توصیفی و از نوع پیمایشی محسوب می‌شود. برای آزمون فرضیات نمونه‌ای 189 نفری از مراجعه‌کنندگان و 81 نفری از کارکنان بانک‌های موردمطالعه جهت شرکت در پژوهش به روش نمونه‌گیری تصادفی ساده انتخاب شدند. جهت گرداوری داده‌ها در این تحقیق از پرسشنامه استفاده گردید. نتایج نشان می‌دهد که همه ابعاد مسئولیت‌پذیری اجتماعی (اقتصادی، قانونی، اخلاقی و فعالیت‌های خیرخواهانه) دارای همبستگی مثبت و معنی‌داری با رعایت حقوق مصرف‌کننده می‌باشند. همچنین نتایج حاصل از بررسی رابطه بین مسئولیت‌پذیری اجتماعی و رعایت حقوق مصرف‌کننده گویای وجود رابطه نسبتاً قوی بین این دو متغیر است
چکیده انگلیسی:
In the current conditions, Compliance environmental, social and moral issues for various organizations is more than a slogan and recommendation and has tended to operation. The concept of social responsibility as one of the responsibilities of organizations finds its place. This concept not as part of the legal responsibilities of organizations now, but as a custom or tradition is Considered. The purpose of this study is Survey relationship between corporate social responsibility and respect for consumer’s rights in Bukan city's banking system. This study based on the purpose of research is the applied research and based on a method of research is a descriptive survey. To test the research hypotheses, a sample 388 people of citizens and a sample 81 staffs of a bank, were selected by simple random sampling. In this study, a questionnaire was used for data collection. The results show that all aspects of social responsibility (economic, legal, ethical and charitable donations) has a positive and significant correlation with consumer rights. The results of the relationship between social responsibility and the rights of the consumer indicate a relatively strong relationship between these two variables.
منابع و مأخذ:
Akinyomi, Oladele John. (2013). Survey of corporate social responsibility practices in Nigerian manufacturing sector. International Journal of Research Studies in Management. April, 2(1): 33-42
Amiri, zahra. (2009). Corporate social responsibility and the importance of attention to it. Misagh modiran Journal. 33: 73-75.
Brimah.A. Nassir & Olanipekun. W. Damilola & Ibikunle. O. Hassan. (2013). Contributions of Corporate Social Responsibility Practices to National development in Nigeria: The MTN Nigeria Experience. International Journal of Economics and Management. 1 (2): 74-81.
Carroll. A. (2008). The pyramid of corporate social responsibility: Toward the moral management of organizational stakeholders. In J. Burchell (Ed.). The corporate social responsibility reader. pp. 90-97
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Crane, Andrew & Matten, Dirk (2007). Corporate Social Responsibility as a Field of Scholarship. Corporate Social Responsibility. Volumes I. Ii & Iii. Andrew Crane, Dirk Matten, London: Sage.
Eghbalyar, A. (2012). Survey relationship between corporate social responsibility and respect for consumers rights in professional banks. Islamic azad university sanandaj branch. Faculty of human science department of management M.A.
Freeman, I. & Hasnaoui, A. (2011). “The meaning of corporate social responsibility: The vision of four nations”. Journal of Business Ethics. 100 (3): 419-443.
Ghanimati, m. (2012). Aggregation standard of customer satisfaction with products and services. Standard Magazine. (223): 11-15.
Kell, Georg (2005). The Global Compact: Selected Experiences and Reflections. Journal of Business Ethics. 59: 69-79.
Khalili. S. (2013). The impact of Sportswear Manufacturing Companies Social Responsibility on Loyalty of Distribution Agent. Master's thesis of Bahonar University. Faculty of Physical Education Sciences.
Lantos, p, Geoffrey (2001). The boundaries of strategic corporate social responsibility. Stonehill College. Jun.
Lin, Chin-Huang; Yang, Ho-Li & Liou, Dian-Yan (2009). “The impact of corporate social responsibility on financial performance: Evidence from business in Taiwan”; Technology in Society. 31: 56–63.
Luo, X. and Bhattacharya, C. B. (2006). “Corporate social responsibility. Customer satisfaction. And market value”. Journal of Marketing. 70 (4): 1-18.
Mesa State College, Sinder, Jamie- Hill, P, Ronald, CSR Wallace, Alan, Two models of CSR to communities in the 21st century, journal of business ethics. (4).
Mortazawi, S., Poorazad, N., Amirrazavi, p. & Sadeghi Moghadam, M. (2010). The role of social responsibility on the relationship between corporate social responsibility and commitment. The sample studied: food processing companies in Mashhad. Journal of Social Sciences Faculty of Humanities University of Mashhad. 7(2): 193-217.
Mozes, Michal, Josman, Zvi &Yaniv, Eyal. (2011). Corporate social responsibility organizational identification and motivation. Social Responsibility Journal. 7(2).
Omidwar, a. (2009). Promote corporate social responsibility. Complementary and alternative policies and government mandates. Center for Strategic Research. (33): 9-87.
Pakravan, L. (2012). Corporate social responsibility and social responsibility audit. Donya-e-eqtesad Newspaper. (2818).
Rahim, R. A. & Jalaludin, F. W. & Tajuddin, K. (2011). The importance of corporate social responsibility on consumer behavior in Malaysia. Asian Academy of Management Journal. 16(1): 119-139.
Rigoberto P. & Jose, D. (2009). A valuation model for corporate social responsibility” Social responsibility journal. 5(3): 284-299.
Royai. R. & mehrdost. h. (2010). A survey on the role of cultural managers in improvement of social responsibility (A case study of Iran Broadcasting). Journal of Social Sciences. 3(3): 101-114.
Sadeghi, M. & Aghajani, z. (2012). Discussion of issues of economic analysis of consumer rights. Economic philosophy to replace or refund faulty goods and its place in Iranian law. Hoghogh Journal. 42(1): 181-199.
Sheikhian Azizi, J. & Bagheri, h. (2010). The basic strategies for carrying out social responsibility. Department of Management Research. Education and Human Resources. Strategic Research Institute. Pp: 95-122.
Silverman, Lori L. (2000). Social responsibility for the future. The Australasian Powder Coater Painter-Fabricator. September. 5(1).
Snider. Jamie, Hill, R. Paul & Martin, Diane. (2003). Corporate social responsibility in the 21st century: A view from the world's most successful firms. Journal of Business Ethics 48 (2):175-187.
Taghizadeh, E. (2012). Fundamental Rights of Consumers (A Comparative Study of Iranian Consumers Rights Protection Act. and the European Union's Regulations and the Guidelines of the United Nations). Journal Encyclopedia of Economic Rights. Faculty of Economics and Administrative Sciences. 19(1). Pp: 34-60.
VazifeDost, H. Mojodi, A. Jalalian, s. (2014). Effect of social responsibility of the company's image. Customer satisfaction and loyalty in the banking industry (Case Study: The National Bank of Tehran). Transformation & Innovation in Empowering the Management Conference. Shiraz.
Zairi, Mohamad (2000). Social responsibility and impact on society. The TQM Magazine. 12(3): 172-178.
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Akinyomi, Oladele John. (2013). Survey of corporate social responsibility practices in Nigerian manufacturing sector. International Journal of Research Studies in Management. April, 2(1): 33-42
Amiri, zahra. (2009). Corporate social responsibility and the importance of attention to it. Misagh modiran Journal. 33: 73-75.
Brimah.A. Nassir & Olanipekun. W. Damilola & Ibikunle. O. Hassan. (2013). Contributions of Corporate Social Responsibility Practices to National development in Nigeria: The MTN Nigeria Experience. International Journal of Economics and Management. 1 (2): 74-81.
Carroll. A. (2008). The pyramid of corporate social responsibility: Toward the moral management of organizational stakeholders. In J. Burchell (Ed.). The corporate social responsibility reader. pp. 90-97
Chandler. David. Werther. Wiliam B (2006). Strategic Corporate Social Responsibility. Sage publications. California.
Cohen, J. (2007). Philanthropy. In W. Visser, D. Matten, M. Pohl, & N. Tolhurst (Eds.), The A to Z of Corporate Social Responsibility. 363-365.
Chavsh bashy, f. (2010). Introduction to social responsibility in the organization. Department of Cultural Research. Published by the Institute for Strategic Studies. Bulletin. (60): 35-54.
Crane, Andrew & Matten, Dirk (2007). Corporate Social Responsibility as a Field of Scholarship. Corporate Social Responsibility. Volumes I. Ii & Iii. Andrew Crane, Dirk Matten, London: Sage.
Eghbalyar, A. (2012). Survey relationship between corporate social responsibility and respect for consumers rights in professional banks. Islamic azad university sanandaj branch. Faculty of human science department of management M.A.
Freeman, I. & Hasnaoui, A. (2011). “The meaning of corporate social responsibility: The vision of four nations”. Journal of Business Ethics. 100 (3): 419-443.
Ghanimati, m. (2012). Aggregation standard of customer satisfaction with products and services. Standard Magazine. (223): 11-15.
Kell, Georg (2005). The Global Compact: Selected Experiences and Reflections. Journal of Business Ethics. 59: 69-79.
Khalili. S. (2013). The impact of Sportswear Manufacturing Companies Social Responsibility on Loyalty of Distribution Agent. Master's thesis of Bahonar University. Faculty of Physical Education Sciences.
Lantos, p, Geoffrey (2001). The boundaries of strategic corporate social responsibility. Stonehill College. Jun.
Lin, Chin-Huang; Yang, Ho-Li & Liou, Dian-Yan (2009). “The impact of corporate social responsibility on financial performance: Evidence from business in Taiwan”; Technology in Society. 31: 56–63.
Luo, X. and Bhattacharya, C. B. (2006). “Corporate social responsibility. Customer satisfaction. And market value”. Journal of Marketing. 70 (4): 1-18.
Mesa State College, Sinder, Jamie- Hill, P, Ronald, CSR Wallace, Alan, Two models of CSR to communities in the 21st century, journal of business ethics. (4).
Mortazawi, S., Poorazad, N., Amirrazavi, p. & Sadeghi Moghadam, M. (2010). The role of social responsibility on the relationship between corporate social responsibility and commitment. The sample studied: food processing companies in Mashhad. Journal of Social Sciences Faculty of Humanities University of Mashhad. 7(2): 193-217.
Mozes, Michal, Josman, Zvi &Yaniv, Eyal. (2011). Corporate social responsibility organizational identification and motivation. Social Responsibility Journal. 7(2).
Omidwar, a. (2009). Promote corporate social responsibility. Complementary and alternative policies and government mandates. Center for Strategic Research. (33): 9-87.
Pakravan, L. (2012). Corporate social responsibility and social responsibility audit. Donya-e-eqtesad Newspaper. (2818).
Rahim, R. A. & Jalaludin, F. W. & Tajuddin, K. (2011). The importance of corporate social responsibility on consumer behavior in Malaysia. Asian Academy of Management Journal. 16(1): 119-139.
Rigoberto P. & Jose, D. (2009). A valuation model for corporate social responsibility” Social responsibility journal. 5(3): 284-299.
Royai. R. & mehrdost. h. (2010). A survey on the role of cultural managers in improvement of social responsibility (A case study of Iran Broadcasting). Journal of Social Sciences. 3(3): 101-114.
Sadeghi, M. & Aghajani, z. (2012). Discussion of issues of economic analysis of consumer rights. Economic philosophy to replace or refund faulty goods and its place in Iranian law. Hoghogh Journal. 42(1): 181-199.
Sheikhian Azizi, J. & Bagheri, h. (2010). The basic strategies for carrying out social responsibility. Department of Management Research. Education and Human Resources. Strategic Research Institute. Pp: 95-122.
Silverman, Lori L. (2000). Social responsibility for the future. The Australasian Powder Coater Painter-Fabricator. September. 5(1).
Snider. Jamie, Hill, R. Paul & Martin, Diane. (2003). Corporate social responsibility in the 21st century: A view from the world's most successful firms. Journal of Business Ethics 48 (2):175-187.
Taghizadeh, E. (2012). Fundamental Rights of Consumers (A Comparative Study of Iranian Consumers Rights Protection Act. and the European Union's Regulations and the Guidelines of the United Nations). Journal Encyclopedia of Economic Rights. Faculty of Economics and Administrative Sciences. 19(1). Pp: 34-60.
VazifeDost, H. Mojodi, A. Jalalian, s. (2014). Effect of social responsibility of the company's image. Customer satisfaction and loyalty in the banking industry (Case Study: The National Bank of Tehran). Transformation & Innovation in Empowering the Management Conference. Shiraz.
Zairi, Mohamad (2000). Social responsibility and impact on society. The TQM Magazine. 12(3): 172-178.
