Corporate Social Responsibility in Improving Customer Satisfaction Through Corporate Image at PT. Bank Mandiri (Persero) Malang City, Indonesia

The purpose of this research is to analize the effect of the implementation of Corporate Social Responsibility (CSR) on customer loyalty to the corporate image and customer satisfaction as an intervening variable. This research is a survey research which used a quantitative approach. The data were obtained from 100 respondents from all customers Sariah Banking in Central Java and Yogyakarta by using purposive sampling technique. The research model testing technique used the path analysis approach using multiple regression. The results of this research suggests that CSR is positive and significant impact on the corporate image, CSR positive and significant impact on customer satisfaction, corporate image positive and significant impact on customer loyalty, customer satisfaction positive and significant impact on customer loyalty, CSR has positive effect but not significant on customer loyalty.

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PENGARUH PENERAPAN CORPORATE SOCIAL RESPONSIBILITY (CSR), CORPORATE IMAGE, DAN KEPUTUSAN NASABAH TERHADAP LOYALITAS NASABAH

JURNAL AKUNTANSI DAN KEUANGAN DAERAH ◽

10.52062/jakd.v15i1.1466 ◽

2020 ◽

Vol 15 (1) ◽

Author(s):

Ahmad Faqihudin ◽

Meinarni Asnawi ◽

Bill J.C Pangayow

Keyword(s):

Corporate Social Responsibility ◽

Customer Satisfaction ◽

Social Responsibility ◽

Customer Loyalty ◽

Sampling Method ◽

Linear Regression Analysis ◽

Corporate Image ◽

Analysis Tool ◽

Convenience Sampling ◽

Corporate Social

This study aims to examine the influence of corporate social responsibility (CSR) implementation, corporate image, and customer satisfaction, on customer loyalty. Variables independent were used inthis study namely Corporate Social Responsibility (CSR), corporate image, and customer satisfaction., as well as one dependent variable of customer loyalty. Customers of PT Bank Rakyat Indonesia Jayapura are used as the population in this study. The convenience sampling with a sample of 30 respondents is the technique of sampling method in thisstudy. This study uses a double linear regression analysis to analyses data. The analysis tool used is SPSS version 23. The results of this research demonstrate the implementation of Corporate Social Responsibility (CSR) has positively and significantly affects customer loyalty. Corporate Image has a positive and significant impact on customer loyalty. And customer satisfaction has a positive but does nosignificant impact on customer loyalty.

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Corporate Social Responsibility and Customer Loyalty: Exploring the Role of Satisfaction and Corporate Image in the Banking Industry

Market Forces ◽

10.51153/mf.v16i1.480 ◽

2021 ◽

Vol 16 (1) ◽

pp. 18

Author(s):

Munawar Javed Ahmad ◽

Ali Jawaid ◽

Muhammad Zulqalnain Arshad ◽

Sumaira Habib Paracha

Keyword(s):

Corporate Social Responsibility ◽

Customer Satisfaction ◽

Social Responsibility ◽

Customer Loyalty ◽

Banking Sector ◽

Target Population ◽

Corporate Image ◽

Mediating Effect ◽

Corporate Social ◽

The Impact

This study aims to determine the impact of corporate social responsibility on customerloyalty and satisfaction with the mediating effect of customer satisfaction and the moderatingeffect of corporate image in Pakistan’s banking sector. The study collected 302 responsesfrom the target population. We used a self-administered questionnaire for collecting thedata of banking customers in Pakistan by employing the convenience sampling technique.The study has used the PLS-SEM technique for statistical analysis. The results reveal thatcorporate social responsibility positively influences customer satisfaction. The results alsosuggest that CSR positively affects customer satisfaction. At the same time, CSR has aninsignificant association with customer loyalty. We also found that CS stimulates customerloyalty, and corporate image promotes CL. The results suggest that customer satisfactionmediates CSR and CL. We also found that corporate image does not moderate customerloyalty. Given the importance of CSR, we suggest that banks should allocate considerableresources for CSR activities. CSR is necessary for firms’ growth and sustainability. It also,directly and indirectly, affects the brand image, loyalty, and customer satisfaction. Due to strict regulations, banks have difficulty creating product differentiation; therefore, they relyon strategies such as CSR.

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

The International Journal of Social Sciences and Humanities Invention ◽

10.18535/ijsshi/v5i5.08 ◽

2018 ◽

Vol 5 (5) ◽

pp. 4693-4703

Author(s):

Shu-Ling Hsu

Keyword(s):

Corporate Social Responsibility ◽

Customer Satisfaction ◽

Social Responsibility ◽

Positive Impact ◽

Corporate Image ◽

Purchase Behavior ◽

Telecommunication Industry ◽

Selling Price ◽

Corporate Social ◽

Customer Satisfaction And Loyalty

The government requires enterprises to have adequate corporate social responsibility (CSR) and as such must prepare CSR reports to detail the avoidance of improperly obtained profits. Selling price is no longer the sole factor of purchase behavior to ensure that customers acquire better goods and a higher quality of service. The corporate image of enterprises within an industry has become the key factor of purchase behavior. Therefore, the implementation of CSR will not only affect corporate image, but also affect customer satisfaction and loyalty. This paper attempts to investigate whether or not CSR serves to enhance corporate image, customer satisfaction and loyalty in the telecommunication industry. After the questionnaire process was completed, regression studies were used to test the hypotheses. The results show that the implementation of CSR in the telecommunication industry has a positive impact on corporate image, customer satisfaction and loyalty.

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IMPLIKASI CORPORATE SOCIAL RESPONSIBILITY TERHADAP KEPUASAN PELANGGAN PADA PT PELABUHAN INDONESIA II

JURNAL MANAJEMEN TRANSPORTASI DAN LOGISTIK ◽

10.25292/j.mtl.v4i2.74 ◽

2017 ◽

Vol 4 (2) ◽

pp. 223

Author(s):

Andjar Budi Wibawanti ◽

Sri Untung ◽

Yosi Pahala

Keyword(s):

Corporate Social Responsibility ◽

Data Analysis ◽

Customer Satisfaction ◽

Social Responsibility ◽

Research Method ◽

Corporate Image ◽

Descriptive Statistics ◽

Path Coefficient ◽

Quota Sampling ◽

Corporate Social

This research is to find out the influence of corporate social responsibility (CSR) towards corporate image and its implication on customer satisfaction of PT Pelabuhan Indonesia II (Persero). The research method is using survey. The population is taken from customer of PT Pelabuhan Indonesia II (Persero) and with its sample of 100 customers taken by quota sampling. Data analysis used descriptive statistics and inferential statistics of path analysis. The result of the research shows that corporate social responsibility has positive and significant effect on customer satisfaction with indication of path coefficient = 0.45 and tct = 5.40> ttable (2,364). The conclusion of the research is corporate social responsibility influences customer satisfaction with the mediation of corporate image, hopefully customer satisfaction can be improved through improvement of CSR andcorporate image.

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