scholarly journals Co-creation: A Key Link Between Corporate Social Responsibility, Customer Trust, and Customer Loyalty

2018 ◽  
Vol 163 (1) ◽  
pp. 151-166 ◽  
Author(s):  
Oriol Iglesias ◽  
Stefan Markovic ◽  
Mehdi Bagherzadeh ◽  
Jatinder Jit Singh
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Customer Loyalty ◽  
Corporate Social ◽  
Customer Trust

scholarly journals PERAN MODERASI PERCEIVED CORPORATE SOCIAL RESPONSIBILITY DALAM PENGARUH TRUST TERHADAP LOYALITAS DAN REPURCHASE INTENTION PADA AIR MINUM DALAM KEMASAN MEREK AQUA DI SURABAYA

2017 ◽  
Vol 9 (2) ◽  
Author(s):  
Christina Esti Susanti
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Customer Loyalty ◽  
Repurchase Intention ◽  
Marketing Managers ◽  
Corporate Social ◽  
Customer Trust ◽  
The Impact

In recent business competition, marketing managers try to satisfying consumers and building stable-long term relationship between company and consumer. The relationship needs consumer’s trust to company. That is why marketing managers are interested in knowing the impact of trust, loyalty and corporate social responsibility (CSR) toward customer retention (repurchase intention) in order to develop the long term profitability of the company. The long term relationship with consumers results in profitability and also impacts of survival and company development. In other word, trust influences toward loyalty and consumer retention. In the same moment, it is not surprising that academicians and practitioner effort to understand trust, customer loyalty, repurchase intention and CSR. This research examines firstly, influence of customer trust toward customer loyalty. Secondly, the research examines influence of customer loyalty toward repurchase intention. Thirdly, the research examines the role of perceived CSR as a moderating variable on the influence customer trust toward customer loyalty. The packaged-drinking water Aqua is taken as the research context because the Aqua company have donated 10 litter clean water in East Indonesia for each of one litter consumer buying. The result of the research shows that perceived CSR play a strong and positive role of influencing trust toward loyalty. Otherwise, trust influences strongly toward loyalty and loyalty influences strong enough toward repurchase intention. The result is expected to give managerial benefit for Aqua Company and also theoretical development in marketing related to the moderation role of perceived CSR in the influence of trust toward loyalty and repurchase intention.

Corporate social responsibility toward stakeholders and customer loyalty: investigating the roles of trust and customer identification with the company

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Niki Glaveli
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Social Exchange ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Content Type ◽  
Corporate Social ◽  
Customer Trust ◽  
The Impact

Purpose This study aims to uncover the underlying multiple intervening mechanisms between corporate social responsibility (CSR) and customer loyalty. Social identity and social exchange theories offer the ground for prediction that the primary outcomes of CSR initiatives are customer–company (C–C) identification and customer trust, which in turn affect customer loyalty. Also, the differential effect of CSR behaviors toward specific stakeholder groups on customer attitudes and behaviors are examined. Design/methodology/approach Data were collected from 333 customers of telecommunication companies in Greece. Structural equation modeling was used to test the postulated relationships. Findings The findings demonstrate that both C–C identification and customer trust intervene in the relationship between customer perceptions of CSR and customer loyalty; however, the identification mechanism is stronger than the trust mechanism in building customer loyalty while C–C identification seems to drive customer trust. Moreover, out of the three CSR components (customers, employees, and society/environment) that were considered as relevant to customers and were investigated, customer-centric activities were found to be the stronger predictor of both C–C identification and customer trust. Also, CSR toward society/environment was found to positively influence C–C identification. Practical implications The findings of this research can assist practitioners in effectively conceptualizing CSR image from a customers’ point of view and designing their company’s CSR and communication strategies to boost positive customer responses and strong long-term relationships. Originality/value The current study provides further insights into the complex relationship between CSR and customer responses and the impact that different CSR activities may have on customers.

scholarly journals The effect of corporate social responsibility towards customer loyalty: the role of trust, c-c identification, and customer satisfaction

2017 ◽  
Vol 21 (2) ◽  
Author(s):  
Rizal E Halim ◽  
Ahmadan Maulana Hermawan
Keyword(s):  
Corporate Social Responsibility ◽  
Customer Satisfaction ◽  
Social Responsibility ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
The Government ◽  
Company Identification ◽  
Corporate Social ◽  
Customer Trust

In addition to running the rules set by the government, the activity of Corporate Social Responsibility (CSR) is also carried out by the company in increasing customer loyalty. This study aims to analyze the influence of CSR activities at the local aircraft company and local banking company to customer loyalty mediated by customer trust,C-C(Consumer-Company) identification, and customer satisfaction. Selection of these two industries because ofgrowththat hasoccurredeveryyear. The sample was consumers who have used the services of local aircraft in the last six months and consumers were registered as clients of local banks in the six months before the study began. This study uses Structural Equation Modeling (SEM) and found that for consumers from local aircraft, the company's CSR activities significantly affect customer loyalty through mediation of customer trust, while consumers from  local bank, CSR activities significantly affect the customer loyalty through mediation of c-cidentification.

scholarly journals ANTESEDEN CUSTOMER LOYALTY PADA LOW COST CARRIER AIRLINE

2015 ◽  
Vol 8 (1) ◽  
pp. 129
Author(s):  
Marcella Harlan
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Customer Loyalty ◽  
Low Cost ◽  
Unit Of Analysis ◽  
Recovery Satisfaction ◽  
Low Cost Carrier ◽  
Corporate Social ◽  
Customer Trust ◽  
Positive Effect

<p>The background of this research was Customer loyalty as a competitive advantage in service<br />industry.The design of this research applies a survey toward unit of analysis on Low Cost Carrier<br />Airline to interview the passanger for testing hypothesis. Meanwhile the required data consist of<br />five variables; Recovery Satisfaction, Corporate Social Responsibility, Customer Trust, Customer<br />Loyalty. The aggregate numbers of customer being respondent of the study are 200. Data analysis<br />used in this research was consists of Path Method by AMOS 22.0 as software. The result of this<br />research conclude that variable of Recovery Satisfaction, Corporate Social Responsibility has<br />positive effect to Customer Trust; Recovery Satisfaction, Corporate Social Responsibility has positive<br />effect to Customer Loyalty; and Customer Trust has positive effect to Customer Loyalty.<br />Keywords: Service Recovery Satisfaction, Corporate Social Responsibility, Customer Trust,<br />Customer Loyalty, Low Cost Carrier Airline.</p>

scholarly journals Customer Loyalty Establishment Model based on Corporate Social Responsibility (CSR) Program in Timor Leste

Webology ◽  
2021 ◽  
Vol 18 (Special Issue 03) ◽  
pp. 299-321
Author(s):  
Budi Widadi ◽  
Nur Hamid ◽  
Fania Mutiara Savitri ◽  
Atika Dyah Perwita ◽  
Domingos M.B. Barreto
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Customer Loyalty ◽  
Social Care ◽  
Corporate Citizenship ◽  
Country Of Origin ◽  
Market Demand ◽  
Timor Leste ◽  
Corporate Social ◽  
Customer Trust

This study aimed to analyze customer loyalty based on Corporate Social Responsibility (CSR) as companies commitment to Timor Leste (Social Care Based Loyalty). The research model was developed through research variables to fill the research gap between CSR and Loyalty by customer trust mediation, country of origin, and social demographic as a moderating variable. SEM analysis was used to analyze the data for hypothesis testing. The finding presented that Social Care Based Loyalty concept is proven. This is indicated by the company's values, which underlie CSR implementation; country of origin moderate the relationship CSR for loyalty establishment and customer trust to mediate CSR to increase customer loyalty of domestic and foreign companies in Timor Leste. The implication is based on the research that customers expect the best additional value obtained from the products/services selection by always providing excellent service based on market demand but still caring about the surrounding community as corporate citizenship implementation.

scholarly journals Factors Affecting Customer Loyalty in the Services Sector

2021 ◽  
Vol 12 (22) ◽  
pp. 184-197
Author(s):  
Muhammad Aftab Khan ◽  
Muhammad Yasir ◽  
Muhammad Asad Khan
Keyword(s):  
Corporate Social Responsibility ◽  
Customer Satisfaction ◽  
Social Responsibility ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Survey Method ◽  
Services Sector ◽  
Spss Software ◽  
Corporate Social ◽  
Customer Trust

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.

scholarly journals Effect of Corporate Social Responsibility on Business Sustainability: The Dual Mediation

2021 ◽  
Vol 17 (2) ◽  
pp. 249-266
Author(s):  
I Wayan Gde Sarmawa ◽  
Ida Ayu Oka Martini ◽  
Ida Ayu Putu Widani Sugianingrat
Keyword(s):  
Corporate Social Responsibility ◽  
Data Analysis ◽  
Social Responsibility ◽  
Customer Loyalty ◽  
Environmental Concerns ◽  
Business Sustainability ◽  
Corporate Social ◽  
Customer Trust ◽  
The Relationship

Abstract: Companies are constantly trying to maintain customer trust and loyalty in an effort to preserve business sustainability. Implementing environmental concerns in the form of Corporate Social Responsibility (CSR) is expected to achieve both of these aims. This study aims to analyze the roles of CSR, customer trust, and customer loyalty in business sustainability. Questionnaires were filled by 10 customers from each of 100 Rural Banks spread over 9 districts/cities in Bali, Indonesia. Data analysis was performed with SmartPLS 3.3.2 software. The research found that CSR, customer trust, and customer loyalty have a significant impact on business sustainability. The results also found that customer trust and customer loyalty function as mediation in the relationship between CSR and business sustainability. Keywords: Corporate Social Responsibility, customer trust, customer loyalty, business sustainability Pengaruh Tanggung Jawab Sosial Perusahaan terhadap Keberlanjutan Bisnis: Mediasi GandaAbstrak: Perusahaan senantiasa berusaha menjaga kepercayaan dan loyalitas pelanggan dalam upaya menjaga keberlangsungan bisnis. Implementasi kepedulian lingkungan dalam bentuk Corporate Social Responsibility (CSR) diharapkan dapat mencapai kedua tujuan tersebut. Penelitian ini bertujuan untuk menganalisis peran CSR, kepercayaan pelanggan, dan loyalitas pelanggan dalam keberlanjutan bisnis. Kuesioner diisi oleh 10 nasabah dari masing-masing 100 BPR yang tersebar di 9 kabupaten/kota di Bali, Indonesia. Analisis data dilakukan dengan software SmartPLS 3.3.2. Hasil penelitian menemukan bahwa CSR, kepercayaan pelanggan, dan loyalitas pelanggan memiliki pengaruh yang signifikan terhadap keberlangsungan bisnis. Hasil penelitian juga menemukan bahwa kepercayaan pelanggan dan loyalitas pelanggan berfungsi sebagai mediasi dalam hubungan antara CSR dan keberlanjutan bisnis.Kata kunci: Tanggung Jawab Sosial Perusahaan, kepercayaan pelanggan, loyalitas pelanggan, keberlangsungan usaha

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