scholarly journals Connecting Corporate Social Responsibility (CSR) to Customer Loyalty: A Mediation Analysis in Hoteling Industry of Pakistan

SAGE Open ◽  
2021 ◽  
Vol 11 (4) ◽  
pp. 215824402110672
Author(s):  
Muhammad Usman Shah ◽  
Muhammad Farooq Jan
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Customer Loyalty ◽  
Online Survey ◽  
Word Of Mouth ◽  
Mediating Effects ◽  
Cross Sectional ◽  
Mediating Role ◽  
Corporate Social

This study examines the role of Corporate Social Responsibility (CSR) in enhancing customer loyalty by exploring direct and mediating effects of trust, credibility, and word of mouth. Cross-sectional data of 463 respondents was taken from Pakistan using an online survey because of the limitations of covid19. Hypotheses were tested using SmartPLS-3. Findings of the study revealed that CSR has affected customer loyalty significantly and positively. The mediating role of trust was found insignificant. Credibility and word of mouth were found as significant mediating variables in the linkage between CSR and Customer Loyalty. This study has provided a direction for the hoteling industry to incorporate CSR activities in their operation for gaining customer loyalty using empirical analysis. In this regard, this paper makes a significant contribution to the existing literature regarding the connections between CSR and customer loyalty with the help of trust, credibility, and word of mouth as mediators, which are not tested empirically in the existing literature.

scholarly journals Do Corporate Social Responsibility and Electronic Word-of-Mouth influence the Perceived Quality? Mediating role of Brand Image

2016 ◽  
Vol 3 (3) ◽  
pp. 18-22
Author(s):  
Qasim Ali Nisar ◽  
Shaista Shaista ◽  
Mariam Mariam
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Word Of Mouth ◽  
Brand Image ◽  
Perceived Quality ◽  
Electronic Word Of Mouth ◽  
Mediating Role ◽  
Corporate Social ◽  
The Relationship

The objective of this study is to examine the relationship between corporate social responsibilities, electronic words of mouth and perceived quality by considering the mediating role of brand image. For collecting data quantitative study was adopted, in which 450 questionnaire were distributed in various universities. Every student must belong to business department. Data has tested through SPSS (Statistical Packages for the Social Science) as well as AMOS (Analysis Movement of Structure). This study shows that there is positive and significant relationship between the corporate social responsibility and perceived quality and electronic word of mouth is highly correlated with perceived quality. Brand image also positively and significantly mediates the relationship among variables. Organizations must understand the importance of corporate social responsibility, electronic words of mouth and other significant factors and try to manage their brand image to influence the perceived quality. If the companies adopt CSR than the brand, image will be build up and in this way; the perceptions of the consumers will be influenced. Furthermore, companies can create awareness regarding their brand through the electronic word of mouth.

Corporate Social Responsibility and Firm Value: The Mediating Role of Investor Recognition

2018 ◽  
Vol 56 (5) ◽  
pp. 1043-1054 ◽  
Author(s):  
Chen-Hsun Lee ◽  
Roger C. Y. Chen ◽  
Shih-Wei Hung ◽  
Cheng-Xing Yang
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Firm Value ◽  
Mediating Role ◽  
Corporate Social

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.

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