The Impact of Corporate Social Responsibility Practices on Customer Value Co-Creation and Perception in the Digital Context: A Case Study of Taiwan Bank Industry
Round 1
Reviewer 1 Report
The paper takes an interesting angle on the importance of perceived CSR activity in the relationship between banks and their customers. The paper is generally clearly written and simple to understand. There are improvements that can be made, and are listed below.
1. The hypotheses are underdeveloped, particularly H1 and H2. Greater effort should be made to provide greater depth of explanation behind the assumed relationships.
2. The lit review is very short, at just over one page in length. This topic would benefit from a more substantive review of the material relevant to this work. For instance, explain the reasons why CSR is generally believed to translate into stronger company perceptions, and outline what existing knowledge knows about the extent of this generalisation. Then build the hypothesis on the justification why it is worth examining this relationship in the domain of digital brands, and banks in this instance.
3. Line 86 states: “This study believes that there is a significant difference between …” It would be much more effective to give sharper reasoning for this view, and posing the view as one of logical deduction rather than a “belief”.
4. For the general audience of the journal, it would be worthwhile to briefly define the concept of co-creation in this context. Again, CSR is generally understood, but a sentence or two that illustrates the importance of CSR would be very helpful to readers.
5. Since the discussion section seems to be functioning as a conclusion, it would be helpful to summarise the aim of the study before leaping into the interpretation of the results.
6. Explain the results in relation to the prior studies so that the actual contribution can be understood. Without this it is less clear what was gained from the study.
7. Extrapolate on potential reasons why the results did not support any hypotheses, so that there is a genuine discussion of results and their significance, not merely reporting the results without context of interrogation.
8. There were occasional typos; check and proof thoroughly.
The paper takes an interesting angle on the importance of perceived CSR activity in the relationship between banks and their customers. The paper is generally clearly written and simple to understand. There are improvements that can be made, and are listed below.
1. The hypotheses are underdeveloped, particularly H1 and H2. Greater effort should be made to provide greater depth of explanation behind the assumed relationships.
2. The lit review is very short, at just over one page in length. This topic would benefit from a more substantive review of the material relevant to this work. For instance, explain the reasons why CSR is generally believed to translate into stronger company perceptions, and outline what existing knowledge knows about the extent of this generalisation. Then build the hypothesis on the justification why it is worth examining this relationship in the domain of digital brands, and banks in this instance.
3. Line 86 states: “This study believes that there is a significant difference between …” It would be much more effective to give sharper reasoning for this view, and posing the view as one of logical deduction rather than a “belief”.
4. For the general audience of the journal, it would be worthwhile to briefly define the concept of co-creation in this context. Again, CSR is generally understood, but a sentence or two that illustrates the importance of CSR would be very helpful to readers.
5. Since the discussion section seems to be functioning as a conclusion, it would be helpful to summarise the aim of the study before leaping into the interpretation of the results.
6. Explain the results in relation to the prior studies so that the actual contribution can be understood. Without this it is less clear what was gained from the study.
7. Extrapolate on potential reasons why the results did not support any hypotheses, so that there is a genuine discussion of results and their significance, not merely reporting the results without context of interrogation.
8. There were occasional typos; check and proof thoroughly.
Author Response
Point 1:The hypotheses are underdeveloped, particularly H1 and H2. Greater effort should be made to provide greater depth of explanation behind the assumed relationships..
Response 1:
Thanks for your suggestions.In order to explain the hypothesis more clearly, we make a narrative supplement in the study:
See Page 4
” Based on the summary of existing literature, CSR has many positive impacts on organizational operation. Maintaining a good relationship with stakeholders can sustain wealth/long-term value growth[37] and maintain a good reputation for the company (Fauzan, 2022)[13]. As an incentive mechanism, corporate social responsibility (CSR) drives companies to innovate in product design, processes, management, and policies, thereby promoting a shift in their profit and growth models. By improving production efficiency, changing production methods, expanding innovation domains, enhancing the business environment, and developing a circular economy, companies can increase their profits. While undertaking certain social responsibilities may increase short-term operating costs, it undoubtedly contributes to the establishment of a good corporate image, creating intangible assets and ultimately forming a competitive advantage, which brings long-term potential benefits to companies.
As a trust-based industry, the banking sector is particularly vulnerable to negative impacts on depositor confidence caused by news or announcements, especially in today's digitalized and economically challenging environment. Such events may lead to asset fluctuations or even bank runs. Therefore, this study considers that examining the CSR practices of banks is crucial for exploring their development.
Customers also respond with loyalty[38,39]. The relationship between enterprises and customers is essentially an exchange relationship, governed by the principle of reciprocity. Corporate social responsibility (CSR) practices can meet customers' needs in terms of value, satisfaction, approval, and other dimensions, thus encouraging customers to actively engage in value co-creation with socially responsible enterprises. (Wang) Customer-perceived value (CPV) refers to the overall evaluation of the benefits customers perceive and the costs they incur when obtaining a product or service. Customers mainly consider the external characteristics of products such as quality, packaging, and color as part of the value they receive. In addition, higher-level abstract benefits such as enterprise reputation, convenience, and image also contribute to CPV, which fall within the scope of CSR. (Banik)”...
Point 2: The litreview is very short, at just over one page in length. This topic would benefit from a more substantive review of the material relevant to this work. For instance, explain the reasons why CSR is generally believed to translate into stronger company perceptions, and outline what existing knowledge knows about the extent of this generalisation. Then build the hypothesis on the justification why it is worth examining this relationship in the domain of digital brands, and banks in this instance.
Response 2:
Thank you for your advice.
We made a detailed supplementary statement to the literature review and hypothesis section. Try our best to describe the relationship between the concepts. Here is a sample of the Theory background and CSR presentation:
See Page 3-5,blue marked
“Compared with other service industries, the banking industry is an enterprise endorsed by credit. The establishment of a good image can increase depositors' confidence in it and increase the scale of the bank's business. The products sold by the banking industry are also different from those sold by the traditional service industry, and its operation has its own uniqueness. Therefore, this study believes that the relationship between banking and customers has more obvious differences compared with other service industries.”
“The social capital theory posits that social relationships and networks can facilitate cooperation and mutual support between individuals and organizations (Coleman). Recent literature has also explored the relationship between social capital theory and bank behavior (Lu; Zheng). In this study, corporate social responsibility (CSR) practices can be viewed as a means for banks to establish social relationships and networks that can promote interaction and trust with customers. Customer perception reflects how customers view a bank's CSR practices and their level of trust in the bank. Ultimately, value co-creation can be seen as a relationship and network established between banks and customers based on mutual interests and trust, which can be achieved through CSR practices and customer perception.
Therefore, this study employs social capital theory to explain the relationship between CSR practices, customer perception, and value co-creation between banks and customers. This theory emphasizes the importance of trust, interaction, and mutual interests, which aligns well with the goal of establishing a strong relationship between banks and customers.”
Point 3: Line 86 states: “This study believes that there is a significant difference between …” It would be much more effective to give sharper reasoning for this view, and posing the view as one of logical deduction rather than a “belief”.
Response 3:
Thank you for your advice. We have added to statements like this. Here's a selection:
Please see Page 3, Green marked
“Compared with other service industries, the banking industry is an enterprise endorsed by credit. The establishment of a good image can increase depositors' confidence in it and increase the scale of the bank's business. The products sold by the banking industry are also different from those sold by the traditional service industry, and its operation has its own uniqueness. Therefore, this study believes that the relationship between banking and customers has more obvious differences compared with other service industries.This study revealed that there is a significant difference between the relationship between the banking industry and customers compared to other service industries. ”
Point 4: For the general audience of the journal, it would be worthwhile to briefly define the concept of co-creation in this context. Again, CSR is generally understood, but a sentence or two that illustrates the importance of CSR would be very helpful to readers.
Response 4:
Thank you for your advice. We have elaborated and supplemented the concepts involved in the paper.Including but not limited to further supplementary explanations of co-creation and CSR.
Please see Page 3-5
“As an incentive mechanism, corporate social responsibility (CSR) drives companies to innovate in product design, processes, management, and policies, thereby promoting a shift in their profit and growth models. By improving production efficiency, changing production methods, expanding innovation domains, enhancing the business environment, and developing a circular economy, companies can increase their profits. While undertaking certain social responsibilities may increase short-term operating costs, it undoubtedly contributes to the establishment of a good corporate image, creating intangible assets and ultimately forming a competitive advantage, which brings long-term potential benefits to companies.
As a trust-based industry, the banking sector is particularly vulnerable to negative impacts on depositor confidence caused by news or announcements, especially in today's digitalized and economically challenging environment. Such events may lead to asset fluctuations or even bank runs. Therefore, this study considers that examining the CSR practices of banks is crucial for exploring their development.”
Point 5: Since the discussion section seems to be functioning as a conclusion, it would be helpful to summarise the aim of the study before leaping into the interpretation of the results.
Response 5:
Thank you for your advice. Before introducing the research results, we made a supplement to the overall objective and significance of the experiment, which is as follows:
See Page 5 ,Green marked
“The aim of this study is to examine whether corporate social responsibility (CSR) practices can influence customers' CSR perception and further lead to the behavior of value co-creation. Despite the increasing importance of CSR in the digital economy, our research finds that it does not necessarily lead to more customer value co-creation unless customers perceive the CSR practices implemented by the bank. The banking industry has its unique characteristics compared to other service industries, including the products it sells, its business model, and its credit impact. Especially in the context of the global economic downturn, the banking industry is particularly vulnerable to the challenges of declining business and investor confidence. This study can help companies rebuild trust with their customers through the practice of social responsibility, which benefits both parties.”
Point 6: Explain the results in relation to the prior studies so that the actual contribution can be understood. Without this it is less clear what was gained from the study.
Response 6:
Thank you for your advice. We have revised and supplemented the theoretical contribution of this study in detail, clarified the relationship between this study and prior studies and the innovative contribution of this study, and revised the content as follows：
See Page 11,Red marked
“Firstly,different from previous studies[9,10], this study found that, In the Digital Context, the practice of corporate social responsibility (CSR) in the banking industry has no direct impact on customer value co-creation, and it must be mediated through customer perception to achieve the effect of customer value co-creation. This is a significant discovery and breakthrough for the banking industry, which has no substantial product sales.
Secondly, the study provides evidence that customers' perception of CSR has a positive impact on their participation in CSR (H3). When customers have a positive evaluation of the company's CSR practice, they will also have positive value co-creation behavior. In prior research, the assessment of CSR performance has predominantly revolved around metrics such as stock performance, financial outcomes, corporate reputation, employee welfare, and environmental conservation (Margolis, Chen, Zhang). This line of inquiry has made a valuable contribution to expanding the evaluative framework and incorporating diverse factors.
In the current landscape of digital transformation, a growing body of scholars is dedicating their research endeavors to enhancing the technological aspects of banking operations in order to meet customer demands and enhance overall business performance. Initiatives such as the implementation of digital platforms for customer needs analysis and the development of mobile applications have garnered attention (Carranza, Boufounou). This research underscores the significance of adopting a human-centric approach that takes into account psychological factors, including customers' subjective perceptions, which continue to shape their cognitive evaluations of banks.”
Point 7: Extrapolate on potential reasons why the results did not support any hypotheses, so that there is a genuine discussion of results and their significance, not merely reporting the results without context of interrogation.
Response 7:
Thank you for your advice. We provide additional explanations for unproven hypotheses and present them in the paper：
See Page 9, Red marked
“The results do not support H1, which may be due to the unique characteristics of the banking industry. The products and services provided by banks are mainly based on unilateral institutional or strategic decisions, rather than results of negotiation with customers. Therefore, the practice of value co-creation is difficult for transactions that are not established through negotiation[55].”
Point 8: There were occasional typos; check and proof thoroughly.
Response 8:
Thank you for your suggestion. We have proofread the article carefully and revised it one by one. Corrections are also marked in red in the text.
Author Response File: 
Author Response.doc
Reviewer 2 Report
Some suggestions for a more striking abstract
Highlight the key findings: Rather than just listing the four main results, you could phrase them as exciting discoveries. For example, "Despite the increasing importance of CSR in today's digital economy, our research found that it doesn't necessarily lead to more customer value co-creation. However, we did uncover some positive effects of CSR practices on customer perception and behavior. "
Convey the significance: End with a statement that explains why this research matters. For instance, "Our findings have important implications for companies looking to enhance their social responsibility practices and create value for their customers in the digital age.”
Although adequate support for the hypothesis is given, the model is very simple. A paragraph that summarizes your proposal is necessary prior to the methodology (a section should not end with a graph or table).
The methodology must be replicable and detailed. It is necessary to show the step by step process of collecting and analyzing information.
The results section is very short and does not allow to adequately observe the validation of the information for an adequate statistical analysis.
The discussion section is interesting, well structured, and makes clear the research contribution of the article.
It is necessary to add a discussion section that synthesizes the most significant findings
Author Response
Point 1:Highlight the key findings: Rather than just listing the four main results, you could phrase them as exciting discoveries. For example, "Despite the increasing importance of CSR in today's digital economy, our research found that it doesn't necessarily lead to more customer value co-creation. However, we did uncover some positive effects of CSR practices on customer perception and behavior. “ Convey the significance: End with a statement that explains why this research matters. For instance, "Our findings have important implications for companies looking to enhance their social responsibility practices and create value for their customers in the digital age.”
Response 1:
Thanks for your valuable suggestions, we have made further changes to the abstract.
See Page 1,Red Marked
“The rapid development of digitization has introduced greater variability and trust risks to the banking industry. Enhancing customer perception of value co-creation with banks is a critical issue that requires attention. This study aims to explore the impact and mechanism of a bank's social responsibility practices on its customer value co-creation in the digital context. A cross-level analysis model was developed and analyzed based on in-depth surveys of 30 bank managers and 262 valid customers. The results reveal that (1) CSR practices have no impact on customer value co-creation in the digital context; (2) CSR practices have a positive impact on customer perception of a company's social responsibility; (3) customer perception of a company's social responsibility has a positive impact on customer value co-creation; and (4) customer perception plays a mediating role between CSR practices and customer value co-creation. Although corporate social responsibility is becoming increasingly important in the current digital economy, our study found that it does not necessarily lead to more customer value co-creation. Banks must enable customers to perceive their CSR practices in order to foster value co-creation. This study has important implications for banking practitioners seeking to strengthen their social responsibility practices and create value with their customers in the digital era.”
Point 2: Although adequate support for the hypothesis is given, the model is very simple. A paragraph that summarizes your proposal is necessary prior to the methodology (a section should not end with a graph or table).
Response 2:
Thank you for your comments. We have adjusted the content of the corresponding section. A paragraph that summarizes proposal has been added prior to the methodology.
See Page 5,Red Marked
”The research structure of this study is shown in Figure 1.The study includes organizational-level variables such as corporate social responsibility practice, and customer-level variables such as customer perception and co-creation of customer value. The main focus is to test the mediating effect of customer perception on the relationship between corporate social responsibility practice and co-creation of customer value.”
Point 3: The methodology must be replicable and detailed. It is necessary to show the step by step process of collecting and analyzing information.
Response 3:
Thank you for your suggestion. We have greatly adjusted and supplemented the section of Methodology according to your guidance.
See Page 5-8,blue marked
- First of all, we have adjusted the expression structure of the article. Combine data acquisition and analysis in the same section.
- We further clarified the presentation logic of this chapter, namely: research objectives -- research overview -- data acquisition process -- variable measurement analysis -- data analysis and analysis
- In this chapter, we added relevant contents to make the research process replicable and detailed. For example, we added descriptions of Model-fit measure and control variables, and marked them with red fonts.
Point 4: It is necessary to add a discussion section that synthesizes the most significant findings
Response 4:
Thank you for your advice. In the conclusion, we further clarify the findings and contributions of this study and add the following:
See Page 9,10-11;Red marked
“The aim of this study is to examine whether corporate social responsibility (CSR) practices can influence customers' CSR perception and further lead to the behavior of value co-creation. Despite the increasing importance of CSR in the digital economy, our research finds that it does not necessarily lead to more customer value co-creation unless customers perceive the CSR practices implemented by the bank. The banking industry has its unique characteristics compared to other service industries, including the products it sells, its business model, and its credit impact. Especially in the context of the global economic downturn, the banking industry is particularly vulnerable to the challenges of declining business and investor confidence. This study can help companies rebuild trust with their customers through the practice of social responsibility, which benefits both parties.”
Author Response File: Author Response.doc
Reviewer 3 Report
Dear authors,
Congratulations for your work! I read your article and I have the following recommendations:
1. Introduction
I suggest to establish the research questions, so, the reader could become aware of the article content.
2. Literature review
- pay attention to phrasing - ex line 86 "This study believes" .... I suggest "The study revealed" ....
- Line 116 - you should specify that are th research objectives, not statistical.
3. Methodology
- You should specify clearly the aim, the objectives, the research method and the instrument; they should be described in detail
- also, the process of sampling, testing and data collecting process should be described
This chapter needs serious improvements.
5.2. Research contributions
- I suggest that the findings should be compared with other studies findings
Author Response
Point 1:Introduction-I suggest to establish the research questions, so, the reader could become aware of the article content.
Response 1:
Thank you for your advice. We have established the corresponding research questions in the paper, so the reader could become aware of the article content.
See Page 2,Red Marked
“The rapid development of digitization has increased the variability and riskiness of banking operations, and has also led to the rapid transmission of individual or small risks within the banking system to cause significant financial panic, which in turn raises questions about the bank's operational capability and ability to effectively safeguard customers' interests? Therefore, how to practice social responsibility to make customers believe in the continuous value co-creation between the bank and its customers is an essential issue. Moreover, what factors transmit the belief in this win-win situation? These questions are the main focus of this study.”
Point 2:Literature review
- pay attention to phrasing - ex line 86 "This study believes" .... I suggest "The study revealed" ....
Response 2:
The errors in the Literature review have been revised and marked with red letters.
See Page 3-5,Red Marked
Point 3:Methodology
- You should specify clearly the aim, the objectives, the research method and the instrument; they should be described in detail
- also, the process of sampling, testing and data collecting process should be described
This chapter needs serious improvements.
Response 3:
Thank you for your suggestion. We have greatly adjusted and supplemented the section of Methodology according to your guidance.
See Page 3-5,Blue Marked
- First of all, we have adjusted the expression structure of the article. Combine data acquisition and analysis in the same section.
- We further clarified the presentation logic of this chapter, namely: research objectives -- research overview -- data acquisition process -- variable measurement analysis -- data analysis and analysis
- In this chapter, we added relevant contents to make the research process replicable and detailed. For example, we added descriptions of Model-fit measure and control variables, and marked them with red fonts.
Point 4:Research contributions
- I suggest that the findings should be compared with other studies
Response 4:
Thank you for your advice. We have revised and supplemented the theoretical contribution of this study in detail, clarified the relationship between this study and prior studies and the innovative contribution of this study, and revised the content as follows：
See Page 10-11
“Firstly,different from previous studies[9,10], this study found that, In the Digital Context, the practice of corporate social responsibility (CSR) in the banking industry has no direct impact on customer value co-creation, and it must be mediated through customer perception to achieve the effect of customer value co-creation. This is a significant discovery and breakthrough for the banking industry, which has no substantial product sales.
Secondly, the study provides evidence that customers' perception of CSR has a positive impact on their participation in CSR (H3). When customers have a positive evaluation of the company's CSR practice, they will also have positive value co-creation behavior. In prior research, the assessment of CSR performance has predominantly revolved around metrics such as stock performance, financial outcomes, corporate reputation, employee welfare, and environmental conservation (Margolis, Chen, Zhang). This line of inquiry has made a valuable contribution to expanding the evaluative framework and incorporating diverse factors.
In the current landscape of digital transformation, a growing body of scholars is dedicating their research endeavors to enhancing the technological aspects of banking operations in order to meet customer demands and enhance overall business performance. Initiatives such as the implementation of digital platforms for customer needs analysis and the development of mobile applications have garnered attention (Carranza, Boufounou). This research underscores the significance of adopting a human-centric approach that takes into account psychological factors, including customers' subjective perceptions, which continue to shape their cognitive evaluations of banks.”
Author Response File: Author Response.doc
Reviewer 4 Report
The paper requires some changes before it is given acceptance in the journal. Below are some comments to address.
Abstract is not well written. It needs to be revised. It should have 1 sentence per each: context/background, purpose, methods, findings, implications and originality.
The introduction should be started from a broader perspective/ global context, then specific to your context/area of study. After this, highlight issues/problem/gaps in your study's context and your proposed solution for addressing them. For better understanding consult: https://www.sciencedirect.com/science/article/abs/pii/S0959652621023179.
You can also do this by highlighting gaps in past literature. Also, provide the contribution of the study in a precise and clear way in the introduction section. moreover, i suggest to provide the paper structure therein.
In section 2, theoretical background is missing. Please provide a theoretical background in a separate subsection. I suggest you see the legitimacy theory discussion in this regard. You may consult: https://www.tandfonline.com/doi/abs/10.1080/13504509.2022.2134230.
In the discussion section, please strengthen the arguments and findings with the recent literature. Better would be cite those references in the hypotheses development section.
I recommend to write the conclusion in separate subsection to summarize the study. It should be precise and focused.
Moreover, proofread the paper and see the journal guidelines for the reference style.
Few more latest references should be part of this study to enhance its readability.
I hope the comments and papers will help in this regard.
The overall write up is fine but minor changes are needed. I recommend proofreading of the paper.
Author Response
Point 1:Abstract is not well written. It needs to be revised. It should have 1 sentence per each: context/background, purpose, methods, findings, implications and originality.
Response 1:
Thanks for your suggestion, we have further modified the abstract according to your comments.
See Page 1,Red Marked
“The rapid development of digitization has introduced greater variability and trust risks to the banking industry. Enhancing customer perception of value co-creation with banks is a critical issue that requires attention. This study aims to explore the impact and mechanism of a bank's social responsibility practices on its customer value co-creation in the digital context. A cross-level analysis model was developed and analyzed based on in-depth surveys of 30 bank managers and 262 valid customers. The results reveal that (1) CSR practices have no impact on customer value co-creation in the digital context; (2) CSR practices have a positive impact on customer perception of a company's social responsibility; (3) customer perception of a company's social responsibility has a positive impact on customer value co-creation; and (4) customer perception plays a mediating role between CSR practices and customer value co-creation. Although corporate social responsibility is becoming increasingly important in the current digital economy, our study found that it does not necessarily lead to more customer value co-creation. Banks must enable customers to perceive their CSR practices in order to foster value co-creation. This study has important implications for banking practitioners seeking to strengthen their social responsibility practices and create value with their customers in the digital era.”
Point 2:In section 2, theoretical background is missing. Please provide a theoretical background in a separate subsection. I suggest you see the legitimacy theory discussion in this regard.
Response 2:
Thanks for your suggestion, the corresponding theoretical background content has been added, and the statement is made in a separate paragraph:
See Page 3,Red Marked
“2.1 Social Capital Theory
The social capital theory posits that social relationships and networks can facilitate cooperation and mutual support between individuals and organizations (Coleman). Recent literature has also explored the relationship between social capital theory and bank behavior (Lu; Zheng). In this study, corporate social responsibility (CSR) practices can be viewed as a means for banks to establish social relationships and networks that can promote interaction and trust with customers. Customer perception reflects how customers view a bank's CSR practices and their level of trust in the bank. Ultimately, value co-creation can be seen as a relationship and network established between banks and customers based on mutual interests and trust, which can be achieved through CSR practices and customer perception.
Therefore, this study employs social capital theory to explain the relationship between CSR practices, customer perception, and value co-creation between banks and customers. This theory emphasizes the importance of trust, interaction, and mutual interests, which aligns well with the goal of establishing a strong relationship between banks and customers.”
Point 3:In the discussion section, please strengthen the arguments and findings with the recent literature. Better would be cite those references in the hypotheses development section.
Response 3:
Thank you for your advice. We have revised and supplemented the theoretical contribution of this study in detail, clarified the relationship between this study and prior studies and the innovative contribution of this study, and revised the content as follows：
See Page 10-11,Red marked
“Firstly,different from previous studies[9,10], this study found that, In the Digital Context, the practice of corporate social responsibility (CSR) in the banking industry has no direct impact on customer value co-creation, and it must be mediated through customer perception to achieve the effect of customer value co-creation. This is a significant discovery and breakthrough for the banking industry, which has no substantial product sales.
Secondly, the study provides evidence that customers' perception of CSR has a positive impact on their participation in CSR (H3). When customers have a positive evaluation of the company's CSR practice, they will also have positive value co-creation behavior. In prior research, the assessment of CSR performance has predominantly revolved around metrics such as stock performance, financial outcomes, corporate reputation, employee welfare, and environmental conservation (Margolis, Chen, Zhang). This line of inquiry has made a valuable contribution to expanding the evaluative framework and incorporating diverse factors.
In the current landscape of digital transformation, a growing body of scholars is dedicating their research endeavors to enhancing the technological aspects of banking operations in order to meet customer demands and enhance overall business performance. Initiatives such as the implementation of digital platforms for customer needs analysis and the development of mobile applications have garnered attention (Carranza, Boufounou). This research underscores the significance of adopting a human-centric approach that takes into account psychological factors, including customers' subjective perceptions, which continue to shape their cognitive evaluations of banks.”
Point 4:I recommend to write the conclusion in separate subsection to summarize the study. It should be precise and focused.
Response 4:
Thanks for your advice, we treat the conclusion as an independent part and elaborate on one hypothesis to another. The theoretical and practical contributions of the paper are emphasized again. For details, please refer to General discussion.
See Page 9,Blue Marked
Point 5:Moreover, proofread the paper and see the journal guidelines for the reference style.
Response 5:
Thanks for your advice, we have carefully sorted out the citation format according to the requirements of the journal. Please refer to the latest citations for details.
Point 6:Few more latest references should be part of this study to enhance its readability.
Response 6:
Thanks for your suggestion, we have added the latest citations on the factors involved in this research and included them in the paper. The following are some examples of the latest citations.
”ChenYu, Z.The impact of digital transformation on corporate social responsibility. J. Cont Econ Sci.2022,44(02),109-116.DOI:10.14135/j.cnki.jce.2022.02.010
ChenYu, Z.The impact of digital transformation on corporate social responsibility. J. Cont Econ Sci.2022,44(02),109-116.DOI:10.14135/j.cnki.jce.2022.02.010
Abbasi, S.; Aghakhani, H.; Azizi, S.; Peikanpour, M.; Mehralian, G. Corporate social responsibility and customer loyalty during the Covid-19 pandemic: evidence from pharmacy practice. J. Soc. Responsib. 2022,ahead-of-print:https://doi.org/10.1108/SRJ-06-2021-0243.DOI:10.1108/SRJ-06-2021-0243”
Point 7:The overall write up is fine but minor changes are needed. I recommend proofreading of the paper.
Response 7:
Thank you for your suggestion. We have proofread the article carefully and revised it one by one.
.
Author Response File: Author Response.doc
Round 2
Reviewer 1 Report
Dear Authors
Congratulations on improving the structure in the paper. There are typos throughout so a thorough editorial check is necessary (e.g., line 385, use past tense – "The aim of the study was to …"
Dear Authors
Congratulations on improving the structure in the paper. There are typos throughout so a thorough editorial check is necessary (e.g., line 385, use past tense – "The aim of the study was to …"
Author Response
Thanks again for the work you did on our article.
According to your suggestion, we have invited professional English editing institutions to revise the article, and marked the modified location in the revision mode.
Best wishes for you.
Author Response File: Author Response.docx
Reviewer 2 Report
The authors have adequately addressed the comments raised
Author Response
Thanks again for the work you did on our article.
Best wishes for you.
Reviewer 3 Report
Thank you for taking into consideration all my suggestions.
Author Response
Thanks again for the work you did on our article.
Best wishes for you.
