The Current State of Corporate Social Responsibility Toward Individual Customers at Vietnamese Commercial Banks in the Context of Digital Banking

In the era of rapid international integration and digital transformation, commercial banks face both unprecedented growth opportunities and heightened expectations regarding Corporate Social Responsibility (CSR), specifically toward individual customers. Despite its growing importance, research on customer-centric CSR within the digital banking landscape remains fragmented. This study addresses this gap by investigating the current state of CSR implementation in the Vietnamese banking sector from the consumer's perspective. CSR is conceptualized as a multidimensional construct encompassing five specialized dimensions: Development Responsibility (DR), Ethical Responsibility (ET), Relationship-Building Responsibility (RB), Responsiveness Responsibility (RE), and Information-Sharing Responsibility (IS). By evaluating these dimensions, the research provides a critical foundation for developing strategic frameworks and policies that align social responsibility with sustainable banking growth.