scholarly journals The Effect of Unified Globalised Corporate Social Responsibility Strategy on Customer Loyalty

2021 ◽  
Vol 92 ◽  
pp. 06036
Author(s):  
Kamaldeep Singh
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Providers ◽  
Value Added ◽  
Main Tool ◽  
Telecommunication Sector ◽  
Telecommunication Company ◽  
Corporate Social

Research Background: In this modern world, every person needs a specific medium of information in order to survive with the communication means which is effectively and easily answered by the means of telecommunication. In this fast and rapidly moving world, the telecommunication sector has become a main tool to share and communicate information from one end to another. It bridges the gap between people irrespective of cities, countries or continents. During such modern and fast paced telecommunication times, a well devised customer social responsibility is known as catalyst that can significantly elevate the business operations for any telecommunication organizations in this sector. In order to advance in this rapidly growing technical market every telecommunication company is trying to maintain strong relationships with the customers in order to provide better service quality and develop new market strategies. The author suggests that telecommunication service providers must work on customer social responsibility strategies and policies that immensely reflects a significant impact towards customer loyalty. Purpose of the article: To examine that how corporate social responsibility in lieu with service quality and customer satisfaction affects the customer loyalty in telecommunication sector. This article also highlights the customer behaviour towards CSR policies and what significance value added services have on the customer accordingly. Methods: The author used descriptive statistics employed to analyse survey. Based on the finding the author has prepared the analysis and result. Finding & Value added: Implementing the CSR practice that is corporate social responsibility and better customer service quality, a telecommunication company can increase customer loyalty.

scholarly journals PENGARUH CORPORATE SOCIAL RESPONSIBILITY DAN KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH MELALUI SIKAP NASABAH (Studi Pada Bank Muamalat KC. Malang)

2020 ◽  
Vol 3 (1) ◽  
pp. 83-96
Author(s):  
Ach Rofiki ◽  
Nurhayati Nurhayati
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Service Quality ◽  
Customer Loyalty ◽  
Indirect Effect ◽  
Primary Data ◽  
Analysis Tool ◽  
Customer Attitude ◽  
Corporate Social ◽  
Customer Attitudes

This study aims to analyze the effect of corporate social responsibility and service quality on customer loyalty with customer attitude as an intervening variable. The data source of this research is primary data from a sample of customers of Bank Muamalat KC. Poor. Data collection was carried out using purposive sampling by distributing to 100 respondents of Bank Muamalat KC customers. Malang that receives CSR assistance or who knows the implementation of CSR programs. Data analysis tool uses SmartPLS. The results of this study indicate that there is a direct influence of CSR on Customer Loyalty and Customer Quality on customer attitudes, and the indirect effect between service quality on customer loyalty through customer attitudes. While CSR has no effect on Customer Attitude and also Service Quality on Customer Loyalty, while Customer Quality has no indirect effect on customer loyalty through customer attitudes.  

scholarly journals CORPORATE SOCIAL RESPONSIBILITY TERHADAP CUSTOMER LOYALTY YANG DIMEDIASI OLEH ELECTRONIC SERVICE QUALITY, TRUST DAN CUSTOMER SATISFACTION PADA INDUSTRI PERBANKAN INDONESIA

2021 ◽  
Vol 10 (2) ◽  
pp. 191
Author(s):  
Delia Anindita Prashella ◽  
Kurniawati Kurniawati ◽  
Herfin Fachri ◽  
Prita Karina Diandra ◽  
Taryono Aji
Keyword(s):  
Corporate Social Responsibility ◽  
Customer Satisfaction ◽  
Social Responsibility ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Online Questionnaire ◽  
Electronic Service ◽  
Corporate Social

ABSTRACT This article examines the effect of Corporate Social Responsibility (CSR) programs on customer loyalty that is mediated by service quality, trust and electorinic customer satisfaction. Using a sample of 207 BUKU 4 bank customers in Indonesia who have accounts for more than six months. The survey was conducted by filling out an online questionnaire. Data analysis used Structural Equation Modeling (SEM). The results obtained from this study indicate that CSR mediated by electronic service quality, trust, and customer satisfaction overall has a positive influence on customer loyalty of banks in Indonesia. This study reveals that the bank is not only oriented towards business profit, but also carry out CSR programs in a sustainable manner. The CSR program is considered important, because it can build effective communication with customers and prospective customers. It can also increase customer awareness. In addition, currently the technology owned by the bank will be a factor that can build consumer loyalty. ABSTRAK Artikel ini menguji pengaruh program Corporate Social Responsibility (CSR) terhadap loyalitas pelanggan yang dimediasi oleh kualitas layanan, kepercayaan dan kepuasan pelanggan elektronik. Menggunakan sampel 207 nasabah bank BUKU 4 di Indonesia yang memiliki rekening lebih dari enam bulan. Survei dilakukan dengan mengisi kuesioner online. Analisis data menggunakan Structural Equation Modelling (SEM). Hasil yang diperoleh dari penelitian ini menunjukkan bahwa CSR yang dimediasi oleh electronic service quality, trust, dan customer satisfaction secara keseluruhan berpengaruh positif terhadap loyalitas nasabah bank-bank di Indonesia. Studi ini mengungkapkan bahwa bank tidak hanya berorientasi pada keuntungan bisnis, tetapi juga menjalankan program CSR secara berkelanjutan. Program CSR dinilai penting, karena dapat membangun komunikasi yang efektif dengan pelanggan dan calon pelanggan. Hal ini juga dapat meningkatkan kesadaran pelanggan. Selain itu, saat ini teknologi yang dimiliki bank akan menjadi faktor yang dapat membangun loyalitas konsumen.JEL: M30, M31, M39

scholarly journals Analisis Pengaruh Corporate Social Responsbility, Islamic Banking Service Quality dan Corporate Image terhadap Loyalitas Nasabah di Bank BRISyariah Kantor Cabang Pembantu Ponorogo

2020 ◽  
Vol 3 (1) ◽  
Author(s):  
Ahmad Suminto ◽  
Shinta Maharani
Keyword(s):  
Corporate Social Responsibility ◽  
Linear Regression ◽  
Social Responsibility ◽  
Service Quality ◽  
Customer Loyalty ◽  
Statistical Tests ◽  
Corporate Image ◽  
Islamic Banking ◽  
Banking Service ◽  
Corporate Social

Abstract: This study aims to analyze the influence of Corporate Social Responsibility (CSR), Islamic Banking Service Quality (IB-SQ) and Corporate Image on Customer Loyalty. The population in this study is the customer of PT BRISyariah Ponorogo Sub-Branch Office with a sample size of 100 respondents. This type of research is explanatory research that explains the causal relationship between variables and their effect on the dependent variable using the associative-quantitative approach. The sampling technique is based on the non-probability sampling method. Data quality validity test for the questionnaire was carried out by Pearson's correlation method, while the questionnaire reliability test used Cronbach’s alpha method. Data analysis was performed using multiple linear regression and hypothesis testing using partial statistical tests (T-tests) and simultaneous statistical tests (F-tests). Based on the results of multiple linear regression analysis shows that partially the Corporate Social Responsibility (CSR) variable has no influence on customer loyalty at PT BRISyariah KCP Ponorogo with a Tcount value of -0.994. Partially Islamic Banking Service Quality (IB-SQ) variables have an influence on customer loyalty at PT BRISyariah KCP Ponorogo with a THitung value of 2.684. Partially, the Corporate Image variable has an influence on customer loyalty at PT BRISyariah KCP Ponorogo with a Tcount value of 5.321. Then the variable Corporate Social Responsibility (CSR), Islamic Banking Service Quality (IB-SQ) and Corporate Image have an influence on customer loyalty at PT BRISyariah KCP Ponorogo simultaneously with a Fcount value of 66,900.Abstrak: Penelitian ini bertujuan untuk menganalisis pengaruh Corporate Social Responsbility (CSR), Islamic Banking Service Quality (IB-SQ) dan Corporate Image terhadap Loyalitas Nasabah. Populasi dalam penelitian ini adalah nasabah PT BRISyariah Kantor Cabang Pembantu Ponorogo dengan jumlah sampel 100 responden. Jenis penelitian ini adalah explanatory research yang menjelaskan hubungan sebab-akibat antar variabel dan pengaruhnya terhadap variabel dependent dengan menggunakan pendekatan assosiatif-kuantitatif. Teknik pengambilan sampel berdasarkan metode non-probability sampling. Uji kualitas data validitas kuesioner dilakukan dengan metode korelasi pearson’s correlation, sedangkan uji reliabilitas kuesioner menggunakan metode cronbach’s alpha. Analisis data dilakukan dengan metode regresi linier berganda dan uji hipotesis dengan menggunakan uji statistik parsial (T-test) dan uji statistik simultan (F-test). Berdasarkan hasil analisis regresi linier berganda menunjukkan bahwa secara parsial variabel Corporate Social Responsbility (CSR) tidak mempunyai pengaruh terhadap loyalitas nasabah pada PT BRISyariah KCP Ponorogo dengan nilai THitung sebesar -0,994. Secara parsial variabel Islamic Banking Service Quality (IB-SQ) mempunyai pengaruh terhadap loyalitas nasabah pada PT BRISyariah KCP Ponorogo dengan nilai THitung sebesar 2,684. Secara parsial variabel Corporate Image mempunyai pengaruh terhadap loyalitas nasabah pada PT BRISyariah KCP Ponorogo dengan nilai THitung sebesar 5,321. Kemudian variabel Corporate Social Responsbility (CSR), Islamic Banking Service Quality (IB-SQ) dan Corporate Image mempunyai pengaruh terhadap loyalitas nasabah pada PT BRISyariah KCP Ponorogo secara simultan dengan nilai FHitung sebesar 66,900.

scholarly journals Consumers’ Perception on Organisational Corporate Social Responsibility Practices and its Implications on Consumer Attitude: Evidence from the Malaysian Telecommunication Industry

2017 ◽  
Vol 7 (4) ◽  
pp. 112
Author(s):  
Chee Yoong Liew ◽  
Bee Lian Song
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Service Quality ◽  
Significant Relationship ◽  
Corporate Reputation ◽  
Service Providers ◽  
Telecommunication Service ◽  
Telecommunication Industry ◽  
Consumer Attitude ◽  
Corporate Social

This paper aims at investigating consumers’ perception on the Corporate Social Responsibility (CSR) practices of the telecommunication service companies in Malaysia, and its antecedent to consumer attitude. The local telecommunication service providers have emphasized on service quality, stakeholder value, corporate reputation, and innovation to achieve good business performance. However, little is known about the contribution of service quality, stakeholder value, corporate reputation, and innovation on the effectiveness of organisational CSR practices. Furthermore, lack of previous studies that have investigated the impact of organisational CSR practices on consumer attitude, particularly in the context of Malaysian telecommunication industry. With the adoption of structural equation modeling approach and survey method, a total of 360 samples comprising the prepaid and postpaid mobile consumers were obtained for this study. The results shown that consumers’ perception on service quality and stakeholder value had significant relationship with CSR practices. However, consumers’ perception on corporate reputation and innovation had no significant relationship with CSR practices. CSR practices was positively related to consumer attitude. In the theoretical implications, service quality and stakeholder value variables were found as important elements in the proponents of Strategic CSR Theory. In the managerial implications, this study recommended that the telecommunication service providers should highly focus on more effective planning and implementation of CSR practices through better integration of CSR in its core business functions and value chain system, diversification of CSR scope and stakeholders engagement. 

scholarly journals Pelaksanaan Relationship Marketing dan Corporate Social Responsibility Dalam Upaya Meningkatkan Loyalitas Pelanggan Indosat

2014 ◽  
Vol 1 (3) ◽  
pp. 415-427
Author(s):  
Sri Anik ◽  
Andina Juhara
Keyword(s):  
Corporate Social Responsibility ◽  
Linear Regression ◽  
Social Responsibility ◽  
Multiple Linear Regression ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Value Added ◽  
Coefficient Of Determination ◽  
Corporate Social

Come at  the global marketing requires companies to be more creative and be more observant in serving customers to achieve high sustainable business (sustainability), so it takes efforts beyond than just improve the quality and production of goods / services. Services and provision of value-added are the key words of modern marketing, and implementation of relationship marketing and corporate social responsibility will be influential in increasing customer loyalty. This study used a sample of 100 respondents Indosat customers. Analysis of the data used : test  the quality of data,  test of classical assumption, multiple linear regression analysis, and test of hypothesis with  t test and coefficient of determination. Results with test of  multiple linear regression showed relationship marketing variables into the biggest variables that affect customer loyalty, with the value of 0.677 and Corporate Social Responsibility variable has a value of 0.280. From the test results obtained by the adjusted coefficient of determination R2 of 72.3%. This suggests that 72,3% variation of customer loyalties  explained  by the model,  while  the  rest 27,7%  explained  by  variables  outside  the  model. Keywords : Relationship Marketing, Corporate Social Responsibility, Customer loyalty.

Sign in / Sign up

Export Citation Format

Share Document