scholarly journals Corporate Reputation and Customer Satisfaction in the Telecommunication Industry in Nigeria

2021 ◽  
Vol 4 (4) ◽  
pp. 107-125
Author(s):  
Ananaba U. ◽  
Nwosu S.N. ◽  
Otika U.S. ◽  
Osuagwu O.B.
Keyword(s):  
Customer Satisfaction ◽  
Corporate Reputation ◽  
Design Method ◽  
Scientific Evidence ◽  
Intangible Asset ◽  
Telecommunication Industry ◽  
Positive Effects ◽  
Marketing Performance ◽  
Telecommunications Services ◽  
Corporate Social

Despite the widespread belief that corporate reputation is a valuable intangible asset that helps firms to compete favourably in the telecommunication industry, the scientific evidence is deficient on how corporate reputation influence customer satisfaction in the study area. The study focused on the relationship between corporate reputation and customer satisfaction. The survey research design method was employed in the study. The research instrument was a validated structured questionnaire. The reliability of the questionnaire was estimated by assessing the internal consistency of the items representing each construct. Cronbach’s alpha was used to establish the reliability of the constructs. The correlation and multiple regression analyses were used in the study. The sample size of 135 respondents was administered with the questionnaire. The finding of the analyses revealed that trustworthiness (B = 0.251, P<.001); corporate social responsibility (B = 0.283, P<.001); credibility (B = 0.198, P<.001) and reliability (B = 0.219, P<.001) were respectively significant and exhibited significant positive effects on customer satisfaction. The major conclusion that emerged from the findings is that corporate reputation is a multifaceted construct whose dimensions have significant positive relationships with marketing performance outcome of customer satisfaction in the mobile telecommunications services industry. In the competitive context, managers should apply the dimensions of corporate reputation that is appropriate for their target segment and develop their customer satisfaction strategy.

The Concept, Formation and Impact of Corporate Reputation in Modern Management Science

2013 ◽  
Vol 798-799 ◽  
pp. 856-860
Author(s):  
Jiang Liu ◽  
Chao Wang ◽  
Wei Li ◽  
Pin Jia Zou ◽  
Yan Yan Xu
Keyword(s):  
Customer Satisfaction ◽  
Corporate Reputation ◽  
Concept Formation ◽  
Management Science ◽  
Intangible Asset ◽  
Business Managers ◽  
Modern Management ◽  
Investor Awareness ◽  
Customer Satisfaction And Loyalty

Corporate reputation is an intangible asset which is able to improve customer satisfaction and loyalty, attract and retain employees, increase corporate assets and investor awareness. Management researchers and practitioners are very concerned about the concept of corporate reputation. However, the understanding of corporate reputation is still not comprehensive. This article analyzes corporate reputation on its concept, formation and impact. It can enhance our understanding of corporate reputation, and provide a theoretical reference for business managers to understand and shape the corporate reputation.

The impact of corporate social responsibility on customer satisfaction and corporate reputation in automotive industry

2014 ◽  
Vol 5 (1) ◽  
pp. 125-143 ◽  
Author(s):  
Kambiz Heidarzadeh Hanzaee ◽  
Mona Sadeghian
Keyword(s):  
Corporate Social Responsibility ◽  
Customer Satisfaction ◽  
Social Responsibility ◽  
Automotive Industry ◽  
Corporate Reputation ◽  
Structural Equation ◽  
Content Type ◽  
New Perspective ◽  
Corporate Social ◽  
The Impact

Purpose – This study aims to evaluate the impact of the most important dimensions of corporate social responsibility (CSR) as a part of social marketing (SM) according to the current economic crisis and conditions on customer satisfaction (CS) and corporate reputation in the automotive industry and also to create a new approach in the field of CSR with considering the minimum and major stakeholders by a localized model of the most basic and important responsibilities to open up a new perspective to managers to increase the efficiency of production in automotive and other industries. Design/methodology/approach – In this study, the authors used descriptive statistics and a questionnaire survey of 245 executive managers of the market leader (Iran Khodro Co.) in automotive industry in Iran. The structural equation modelling (SEM) technique used to examine the hypothesized relationships. Findings – The findings of this study conclude that legal and economic responsibilities can be considered as prerequisites for companies. There is no proportional correlation between execution of economic responsibility and CS and corporate reputation; instead, this is regarded as the basic responsibility of companies. Practical implications – This research can present CSR as a useful tool that can aid companies' long-term performance and its benefits can become visible in future with preserving their sustainability. Originality/value – Although the importance of CSR is more obvious to managers, this study opens up a new aspect of CSR by considering it as an informal structure of corporations.

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. 

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

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.

Corporate social responsibility during the COVID-19 pandemic: a sequential mediation analysis

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohammad Asif Salam ◽  
Saleh Bajaba
Keyword(s):  
Corporate Social Responsibility ◽  
Customer Satisfaction ◽  
Social Responsibility ◽  
Corporate Reputation ◽  
Purchase Intention ◽  
Brand Image ◽  
Causal Chain ◽  
Target Market ◽  
Content Type ◽  
Corporate Social

Purpose This paper aims to examine the influence of perceived corporate social responsibility (CSR) on purchase intention in the short-term and corporate reputation in the long-term while taking into consideration of the mediating role of brand image and customer satisfaction. Design/methodology/approach The research sample comprising 482 participants was selected at random. Hierarchical multiple regression and the PROCESS Macro for SPSS were used to test the proposed hypotheses. Findings Perceived CSR was found to have significant direct and mediated effects of purchase intention and corporate reputation through brand image and customer satisfaction. The proposed causal chain is pivotal for understanding how CSR perceptions influence, as well as shape purchase intention and perceived reputation. Research limitations/implications There are three major implications. First, it is important for consumers to be able to perceive CSR initiatives, to consider them as a strategic investment. Second, firms must develop strategies that promote CSR as being positive for society and the environment, as well as for the firm. Third, perceived CSR is an important predictor in the causal chain of relationships that promote brand image and customer satisfaction, which contributes to reputation and purchase intention. One of the major limitations of this study, although COVID-19 is an ongoing global pandemic in this study, is that cross-sectional data were collected within a single economy. Hence, a longitudinal study with samples from other economies in the region may be conducted to compare and generalize the findings. Social implications At a time when corporate objectives are predominantly designed to satisfy stakeholder interests and to increase return on investment, there is mounting social pressure on shifting managerial mindsets to address issues such as poverty, health and well-being, education for all, social equality, unhealthy consumption, hedonic advertisements, global peace and environmental concerns. Marketing has been criticized for its narrow focus on fulfilling the social needs of a particular target market while ignoring society at large, and this study argues that, through responsible marketing, firms can improve their reputation and at the same time can promote sustainable living. Originality/value Direct and mediated relationships that have previously been studied separately are considered together in a serially mediated unified model. This approach provides a better understanding of how perceived CSR can transform purchase intention and reputation.

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