Corporate social responsibility and customer loyalty: exploring the roles of customer satisfaction and brand image of company
المؤلفون المشاركون
Isa, Salmi Mohd
Muhammad, Khusza’eran
المصدر
العدد
المجلد 2022، العدد (s) (28 فبراير/شباط 2022)10ص.
الناشر
تاريخ النشر
2022-02-28
دولة النشر
ماليزيا
عدد الصفحات
10
التخصصات الرئيسية
الملخص EN
Corporate Social Responsibility (CSR) has become an important part of organisations from various industries.
Besides producing quality goods and services, and carrying out just the usual roles, companies are also now expected to be more sociably responsible.
Recently, the electricity provider in Malaysia has come under spotlight due to looming regulatory changes.
Contestable market or liberalisation in the local utility sector is vital as it provides customers alternate solutions with additional choices and flexibility when buying electricity.
However, with the news of possible liberalisation that will occur, it is necessary for the company to know if customers will stay loyal when new competitors arrive.
The aim paper is to study how CSR impact customer loyalty in electricity company.
This cross-sectional study is conducted through a self-administered questionnaire.
The partial least squares-structural equation model is also used to examine how the company brand image and satisfaction mediates customer responses to CSR dimensions.
The research has proven that CSR has significant impact on customer loyalty.
In this regard, the findings will encourage electricity industry players to consider CSR as part of their business strategy to improve their customer satisfaction and brand image respectively towards sustainable business development.
نمط استشهاد جمعية علماء النفس الأمريكية (APA)
Isa, Salmi Mohd& Muhammad, Khusza’eran. 2022. Corporate social responsibility and customer loyalty: exploring the roles of customer satisfaction and brand image of company. Global Journal Al Thaqafah،Vol. 2022, no. (s).
https://search.emarefa.net/detail/BIM-1543694
نمط استشهاد الجمعية الأمريكية للغات الحديثة (MLA)
Isa, Salmi Mohd& Muhammad, Khusza’eran. Corporate social responsibility and customer loyalty: exploring the roles of customer satisfaction and brand image of company. Global Journal Al Thaqafah Special issue (Feb. 2022).
https://search.emarefa.net/detail/BIM-1543694
نمط استشهاد الجمعية الطبية الأمريكية (AMA)
Isa, Salmi Mohd& Muhammad, Khusza’eran. Corporate social responsibility and customer loyalty: exploring the roles of customer satisfaction and brand image of company. Global Journal Al Thaqafah. 2022. Vol. 2022, no. (s).
https://search.emarefa.net/detail/BIM-1543694
نوع البيانات
مقالات
لغة النص
الإنجليزية
الملاحظات
رقم السجل
BIM-1543694
قاعدة معامل التأثير والاستشهادات المرجعية العربي "ارسيف Arcif"
أضخم قاعدة بيانات عربية للاستشهادات المرجعية للمجلات العلمية المحكمة الصادرة في العالم العربي
تقوم هذه الخدمة بالتحقق من التشابه أو الانتحال في الأبحاث والمقالات العلمية والأطروحات الجامعية والكتب والأبحاث باللغة العربية، وتحديد درجة التشابه أو أصالة الأعمال البحثية وحماية ملكيتها الفكرية. تعرف اكثر