Effects of perceived corporate social responsibility practices on customers’ satisfaction and perceived value – A study in the food industry in Vietnam (original) (raw)
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The corporate social responsibility and corporate social performance tend to increase the productivity and the customer satisfaction by reducing the overall cost. The respondents who buy and use cars give due importance to the factors such as the labour practices, product quality and services and the findings depict that CSR not only increases the overall performance but also influences the customer satisfaction. The corporate social performance and customer satisfaction is affected by CSR in car industry settings in Pakistan. The main purpose is to identify the impact of corporate social responsibility on consumer satisfaction and perceived value for automobile users. Multi-item scale was adapted to find out that how the perceived value and satisfaction of customers is driven by the factors of CSR. The primary data in form of survey questionnaires were collected from 292 car users and buyers from various areas in Lahore, Pakistan on the basis of simple random sampling. The study reveals a significant and positive relationship between customer satisfaction and perceived values but there is no significant relationship exists among the corporate social responsibility and customer satisfaction. This research study enlightens the areas in which the corporate social responsibility may pay off by doing better. The policy makers and car manufacturers may be benefited through implementing such categories for improving social performance and service quality. Some longitudinal designs and comparative analysis with some other sectors may be used in order to increase the external validity of results.
Journal of Consumer Affairs, 2001
Corporate social responsibility (CSR) is one of the important factors to increase the customer satisfaction. It is part of the economic, legal and moral exercises of a business element guided towards enhancing the business and societal desires. However, companies are facing various issues while adopting CSR practices, particularly Indonesian logistics companies. Challenges in the way of CSR practices affect adversely on customer satisfaction. Therefore, the objective of the present study is to highlight the role of CSR in customer satisfaction among Indonesian logistics firms. In this study, opinions of logistics customers were gathered through survey questionnaires. All the responses were analyzed through structural equation modeling technique. The findings of the study suggest that logistics companies should focus on two CSR practices, 1) environmental contribution and, 2) human resources. Environmental contribution and human resource promote community development which lead towards higher customer satisfaction. .
Corporate Social Responsibilities of Food Processing Companies in Vietnam from Consumer Perspective
Sustainability, 2020
Corporate social responsibility (CSR) has been receiving increasing attention in the international community since the Sustainable Development Goals (SDGs) emphasise effective corporate partnership. CSR is one of the most critical instruments linking corporate activities to the SDGs. Among various stakeholders, consumers can play an essential role in motivating companies to become socially responsible. However, there is little evidence from developing countries about the linkage between CSR and consumers. This paper, therefore, examines the relationship between consumers’ perception of a company’s CSR practices and their attitudes towards and intentions on purchasing its goods with empirical evidence from the Vietnamese food industry. The primary data was collected from 622 consumers using processed food in a self-administered survey in Northern Vietnam. Based on the structural equation modelling (SEM) analysis, this study shows that perception of CSR toward community has the most substantial influence on consumers’ attitude, followed by the perception of CSR toward employees and perception of fair operating practices responsibility. Although Vietnamese consumers have knowledge of the CSR in the food processing industry, their response to either good or bad CSR practices is still insufficient. Hence, the Vietnamese government and civil society should actively intervene to strengthen CSR regulations and enhance consumers’ CSR awareness.
This study is evaluating the effect of corporate social responsibility of firms and organizations on customer satisfactions, customers who visit top tourism agencies in Tehran city. This study is a quantitative base study and the data have gathered through a researcher-made questionnaire. For questionnaire validity, the researcher used construction, validity and exploratory factor analysis and for measuring the questionnaire reliability, the researcher examined the Cronbach Alpha, this number that the outcome of the SPSS software was about 0/895 which demonstrate the high reliability of the research questionnaire. Confirmatory factor analysis and SEM methods utilized for data analysis. And also Smart PLS software was used for constructing the research model and analysis. The results of exploratory factor analysis showed that social commitment variables were chosen perfectly and also were acceptable, however, the SEM results demonstrate that the expectation execution variables could be considered as a moderating variable between firm's social commitments and customer satisfaction. The effect of social commitment to expectation execution was not acceptable as well and the effects of other concepts of social commitments on firms on expectation execution were accepted. In addition, with the elements of social execution, variable as a moderating variable, the effects of social commitment on customer satisfaction were increased. This illustrates that the role of expectation execution as a moderating variable in the model of this study.
IAEME PUBLICATION, 2020
Purpose: The aim of this research is to study the influence of Corporate Social Responsibility (CSR) on purchase intention whilst considering the role of customer satisfaction and brand loyalty. The CSR practices are examined as per the four dimensions of CSR, the framework developed by Carroll (1991). Design/Methodology: The quantitative method consisting of multivariate Likert-scale questionnaire was employed. A sample comprising of 134 respondents was used to gather data by convenience sampling approach. Data analysis is performed by making use of statistical software SPSS 20. The research hypotheses were checked by conducting Regression and correlation analysis. Findings: The empirical outcomes of the analysis suggested that CSR dimensions, Ethical and Philanthropic, significantly impact both, customer satisfaction and brand loyalty. Further, the study revealed a positive relationship between customer satisfaction and brand loyalty. Purchase intention of the customer is significantly impacted by customer satisfaction and brand loyalty. Conclusion: This study concluded that by improving ethical and philanthropic aspects of CSR, customer satisfaction and brand loyalty would be increased. Eventually. the intention of purchasing would be enhanced by the influence of satisfaction and loyalty intentions. Research Implication: Findings from this study have managerial implications which would help to formulate strategies related to CSR and create a sustainable business along with competitive edge.
Impact of Corporate Social Responsibility on Customer Loyalty: the mediating role of Perceived Value
2022
Purpose: Estimating the potential results of firms' involvement in CSR activities has become critical in light of rising calls from various stakeholders for organizations to be socially responsible in their operations. It has become critical for businesses to be socially responsible and to guarantee that their customers see their CSR efforts positively. This study investigated the role of perceived value in influencing the relationship between CSR and customer loyalty in the consumer goods sector. Stakeholder theory and social identity theory were used as the study's theoretical foundations. Method: The study's data was gathered using convenience sampling technique. A sample of 205 customers of dairy product brands in Russia was collected using a survey questionnaire. Partial least square structural equation modelling method was used to test the hypothesis. Result: The result revealed a positive and significant impact of CSR on customer loyalty. Also, perceived value appeared to partially mediate the relationship between CSR and customer loyalty. Based on this finding, we can conclude that when customers identify with a company and believe it is engaging in enough CSR activities, they place higher value on the company and become committed to them resulting to sharing positive opinions about them. Keywords: CSR, customer loyalty, perceived value, dairy products, Russia, PLS-SEM.
2019
In dealing with the issue of Corporate Social Responsibility (CSR) which is not only a discussion of social issues, but also develops into a heated conversation for business owners. This research aims to examine the influence of CSR on corporate image, satisfaction, purchase intention, and customer loyalty in Waroeng Group Yogyakarta. This research uses the type of data that is primary data with the method of distributing questionnaire to respondents, using sampling techniques with purposive sampling, and the population in this study is Waroeng Group consumers in Yogyakarta. The method used to test hypothesis is Structural Equation Model (SEM) with the help of SmartPLS 3.0 software. The result of this research indicate that CSR shows a significant positive effect on corporate image, customer satisfaction, purchase intention, and customer loyalty. The corporate’s image has a significant positive effect on customer purchase intention and customer loyalty. Customer satisfaction has a s...
Open Journal of Business and Management, 2022
The purpose of this paper is to review the effectiveness of Corporate Social Responsibility (CSR) and its relationship with customer satisfaction (CS), corporate image (CI), customer loyalty (CL), and market value performance (MVP). Corporate Social Responsibility (CSR) plays a significant role in enhancing corporate reputation and image. The study adopted secondary data, basically from previous related studies, books, and reports. The study concluded that CSR would serve as a strategic initiative for firms to engage customers and serve other stakeholders' interests. Again, the study found that CSR is effective for brand awareness, customer satisfaction, and market performance. The study will contribute to the body of knowledge on CSR, by expanding the boundaries of CSR as a business strategy by firms. Moreover, this study will enable industry players to make sound policies and strategies that could enhance corporate image. The study, therefore suggests that firms should integrate CSR strategy into their operations. The study discussed the limitations and suggests future research directions.
This study examines the effects of corporate social responsibility on customer advocacy behavior with mediating role of customer attitude (i.e. satisfaction) using social exchange and expectation conformation theories respectively. Data collected through a self-administered questionnaire from 302 customers of cellular service providers of Pakistan was analyzed using confirmatory factor analysis and structural equations model. Mediation hypothesis was tested with bootstrapping method. Results showed that corporate social responsibility has indirect effect on customer advocacy behavior while direct effect hypothesis was not supported. Results also provided support for direct effect of corporate social responsibility on customer satisfaction, and direct effect of customer satisfaction on customer advocacy behavior. Implications for organizational managers and directions for future studies have been suggested along with limitations of the study.
Journal of Business Research, 2017
Factors promoting loyalty are of great interest to both academics and practitioners because consumer loyalty is a notable predictor of business success. This study identifies the congruency between consumer values and the goals of corporate social responsibility (CSR) activities and corporate ethical standards as the two main determinants of CSR quality and commitment. It further investigates how consumer perceptions of CSR shaped by these two factors increase loyalty. The results of structural equation modeling analysis (N = 931) reveal that higher ethical standards leads consumers to perceive that the company is committed to its CSR activities. The company's CSR commitment induces greater satisfaction with and trust in the company and its services, which then ultimately encourages consumers to remain loyal.