The impact of corporate social responsibility on customer loyalty: The mediating role of corporate reputation, customer satisfaction, and trust

Islam, Tahir; Islam, Rauf; Pitafi, Abdul Hameed; Liang, Xiaobei; Rehmani, Mahmood; Irfan, Muhammad; Mubarak, Muhammad Shujaat

doi:10.1016/j.spc.2020.07.019

Cited by 406 publications

(346 citation statements)

References 106 publications

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“…To become the winner and market leader, many companies must pay special attentions in addressing the issues of ethical behaviors in order to achieve in establishing and binding their customers' loyalty. Likewise, some studies substantiated a positive relationship and statistical significance between ethical responsibility and customers' loyalty (Arjoon & Rambocas, 2011); the results also advanced that it was essential to take into account for the broader customer population, and the need to identify whether there is a statistically significant difference between/among respondents' demography (particularly: age, ethnicity, computer literacy and educational level respectively) towards components of CSR and customers' loyalty; while (Islam et al, 2021) took exception that the telecom sectors should spend in the ethical initiatives because customers prefer to support those organizations that are ethically responsible; and ethical attitude of society on firms has considered as a key element to construct a reliable relationship (Swaen & Chumpitaz, 2008). Business operation in the ethical ways will affect the overall image of company and rise customers' loyalty .…”

Section: The Effects Of Ethical Responsibility On Customers' Loyaltymentioning

confidence: 96%

The Effects of Corporate Social Responsibility on Customers’ Loyalty in Lao PDR

Phongsavath¹,

Sompaseuth²,

Xaisongkham³

et al. 2021

EJBM

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Corporate social responsibility (CSR) has become an essential mainstream in research circles at present, especially for organizational business management and has been adopted as long-term strategic plans. It plays a crucial role in espousing robust business operation, moderating the harmful negative effect of environmental degradation and being an integral aspect in promoting social and community activities as well as enhancing people's quality of life. Nevertheless, very few empirical studies focused on the effects of CSR on customers' loyalty in a telecommunication sector and none of empirical evidence have investigated in case of Lao PDR. Hence, this paper empirically investigates on the effects of CSR on customers' loyalty in Lao PDR by employing multiple linear regression model to uncover the relationship between an explained variable and a set of regressor in the estimated model. Empirical findings substantiated a positive effect and statistical significance of philanthropic, environmental and legal responsibility on customers' loyalty, whilst legal responsibility has a weak positive influence on an explained variable and the outcomes also found that ethical behavior is positively affected but statistical insignificance on customers' loyalty. In addition, the paper strongly averred that CSR contributes to increase customers' loyalty, investments in CSR activities helps to reach sustainable business development goals and mitigate the potential adverse impact caused from business operation. More importantly, policy implications provide crucial insights and the fundamental role of CSR initiatives in establishing the innovative marketing strategy, contemporary business management and their survival in the era of high competition.

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Section: The Effects Of Ethical Responsibility On Customers' Loyaltymentioning

confidence: 96%

The Effects of Corporate Social Responsibility on Customers’ Loyalty in Lao PDR

Phongsavath¹,

Sompaseuth²,

Xaisongkham³

et al. 2021

EJBM

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“…As empirical evidence on the understudy variables in the context of telecom sector (Al-Abdallah and Ahmed, 2018; Kodua and Mensah, 2017), specifically from Pakistan is still limited (Afridi et al, 2018). Moreover, current study extends the existing body of knowledge, as current study examines the association between; CSR, customer trust, satisfaction and loyalty, as little empirical evidence exists which focuses on finding the direct relationship among these variables in a single model (Islam et al, 2020;Glaveli, 2020;. In addition, Pakistan has been selected as context for this research.…”

Section: Introductionmentioning

confidence: 94%

Factors Affecting Customer Loyalty in the Services Sector

Khan

Yasir

2021

JoTS

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The current research intends to examine the effect of Corporate Social Responsibility (CSR), customer satisfaction, and customer trust on customer loyalty in the services sector of Pakistan. This research is quantitative in nature and utilized a survey method for collecting data. Moreover, the population of this study is those individuals who are using Telecom services in Pakistan. This research used a convenient sampling technique. The completed and usable questionnaires were 212. Moreover, SPSS software was utilized for data analysis. For instance, frequencies, standard deviation, and mean for each understudy variables were analysed using SPSS software. In addition, this research also conducted correlation and regression analysis. Results show that a (i) positive and significant association exists between corporate social responsibility and customer satisfaction, (ii) positive and significant relationship exists between customer satisfaction and customer loyalty, (iii) positive and significant association exists between customer trust and customer loyalty. Hence, the findings of this research significantly contribute towards the existing body of knowledge related to the concept of CSR, customer's satisfaction, trust, and loyalty. Thus, offering essential implications for policymakers, specifically for the Telecom sector of Pakistan. Finally, research limitations and suggestions for further studies are also highlighted.

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“…They are getting the same quality of services which they have been promised to offer. This build trust among employees and they become a loyal customer of that organization (Islam et al, 2021). The sustainability of a client's loyalty depends on the consistent level of trust with day-to-day e-banking transactions.…”

Section: Mediating Role Of Trustmentioning

confidence: 99%

Application of Cognitive Motivational Relational Theory to Examine the Influence of E-Banking Quality Factors on Customer Loyalty

Gill¹,

Ansari²,

Akram

et al. 2021

JAFEE

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Banks equipped themselves with modern tools to provide innovative and dynamic services to clients. Traditional banking transformed into digital online banking to facilitate customers all over the world through the internet. High-quality online banking services are necessary to retain clients. Customers using online banking services of the top five commercial Pakistani private banks were the study population. A structural equation modeling technique was employed to analyze the hypothesis. The results found the significant impact of reliability, website design, and security on customer trust leading to higher loyalty based on cognitive, motivational relational theory. The research findings provide numerous theoretical and practical implications for banks' administration to make internet banking website design more user-friendly and reliable with enhanced security features that win the customers' trust and strengthen loyalty.

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The impact of corporate social responsibility on customer loyalty: The mediating role of corporate reputation, customer satisfaction, and trust

Cited by 406 publications

References 106 publications

The Effects of Corporate Social Responsibility on Customers’ Loyalty in Lao PDR

The Effects of Corporate Social Responsibility on Customers’ Loyalty in Lao PDR

Factors Affecting Customer Loyalty in the Services Sector

Application of Cognitive Motivational Relational Theory to Examine the Influence of E-Banking Quality Factors on Customer Loyalty

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