An examination of corporate social responsibility reporting on brand trust: A case study of a financial institution in Kaduna
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Background of the study
Corporate social responsibility (CSR) reporting is a vital tool for organizations to communicate their ethical practices and social contributions. In Kaduna, a financial institution has adopted extensive CSR reporting to enhance transparency and build trust with its stakeholders. By publishing detailed reports on its environmental, social, and governance (ESG) initiatives, the institution aims to demonstrate accountability and foster confidence among its customers (Amin, 2023). These reports cover various aspects such as community investments, sustainable finance initiatives, and ethical business practices, which are intended to improve the institution’s brand trust. The increasing importance of CSR in the financial sector has made CSR reporting an essential component of corporate communication strategies (Bello, 2024). However, there is limited research on the direct correlation between the quality of CSR reporting and the level of brand trust among consumers. This study examines how comprehensive and transparent CSR reporting can influence brand trust, thereby offering insights into improving reporting practices to enhance stakeholder confidence (Chukwu, 2025).
Statement of the problem
Although CSR reporting is widely practiced, its effectiveness in enhancing brand trust among consumers remains uncertain. Financial institutions in Kaduna face challenges in ensuring that their CSR reports are perceived as genuine and not merely as symbolic gestures (Amin, 2023). Inconsistent reporting practices and the lack of standard metrics may result in consumer skepticism, thereby undermining the potential benefits of CSR disclosures (Bello, 2024). This study seeks to address these concerns by investigating the relationship between CSR reporting and brand trust, focusing on whether high-quality, transparent reports can mitigate skepticism and improve consumer confidence (Chukwu, 2025).
Objectives of the study:
To examine the impact of CSR reporting on brand trust.
To identify the elements of CSR reports that most influence consumer perceptions.
To recommend improvements in CSR reporting for enhanced brand trust.
Research questions:
How does CSR reporting influence brand trust in the financial sector?
Which elements of CSR reporting are most effective in building consumer confidence?
How can financial institutions improve their CSR reporting practices?
Significance of the study
This study is significant as it explores the impact of CSR reporting on building brand trust in the financial sector. The insights will help financial institutions refine their reporting strategies to enhance transparency and stakeholder confidence. The findings contribute to academic literature on CSR communication and offer practical recommendations for improving the authenticity and effectiveness of CSR reports (Bello, 2024).
Scope and limitations of the study:
The study is limited to a single financial institution in Kaduna and examines the relationship between its CSR reporting practices and brand trust. Results may not be generalizable to other industries or regions.
Definitions of terms:
CSR Reporting: The practice of disclosing an organization’s social, environmental, and governance initiatives.
Brand Trust: The confidence consumers have in a brand’s integrity and reliability.
Financial Institution: An organization that provides financial services such as banking, investment, and insurance.
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