Impacts of Corporate Social Responsibility on Customer Satisfaction in Telecom Industry of Bangladesh

Abstract

Worldwide interest is growing day by day about corporate social responsibility (CSR). In the light of the fact stated just now, this paper symbolizes on how customer satisfaction and loyalty are influenced by CSR factors. This paper has investigated the effects of service quality and consumer satisfaction along with corporate social responsibility actions on consumer purchase intentions and further on consumer loyalty. This research was based on primary and secondary data with some structured questionnaire. The primary data has been collected from university students, whereas secondary data was collected from newspapers and website of a related corporation. The data has been analyzed using Factor Analysis. The study found no relationship between awareness of corporate social responsibility and purchase intention. However, significant relationship was observed between service quality and customer satisfaction according to the data. Moreover, there was no relationship between customer satisfaction and purchase intention and purchase intention and consumer retention for telecommunication industry of Bangladesh. The findings of this study are important for corporations and future researchers on corporate social responsibility and consumer behavior in Bangladesh.

Do consumers expect companies to be socially responsible? The impact of corporate social responsibility on buying behavior

“…CSR plays various roles on community development: (1) sharing the negative outcome on the community because of industrialization, (2) make a closer connection between the community and the organizations, (3) help in finding ability inside the networks, and (4) help in shielding the networks from environmental consequences (Ismail, 2009). Various studies found that CSR has contribution in community development and customer satisfaction (Alam & Rubel, 2014;Eweje, 2006;Ismail, 2009;Shin & Thai, 2015). As HR is critical factor of business process, it is additionally positioned to upgrade the process of CSR (Strandberg, 2009).…”

The Effects of Corporate Social Responsibility on Corporate Image, Customer Satisfaction and Customer Loyalty: An Empirical Study on the Telecommunication Industry

“…There is no proportional correlation between execution of economic responsibility and customer satisfaction/ corporate reputation; instead, this is regarded as the basic responsibility of companies. The study of Alam and Rubel (2014) find there is no relationship between awareness of CSR and purchase intention. Moreover, there is no relationship between customer satisfaction and purchase intention, nor purchase intention and consumer retention for the telecommunications industry of Bangladesh.…”