The Impact of corporate social responsibility on customers' satisfaction –A Structural Model-
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Date
2023-12-30
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Management & Economics Research Journal Vol. 05 No. 04 .P. 474-487
Abstract
This study examined how adopting corporate social responsibility dimensions affects
customers' satisfaction levels. Our analysis relied on the constructive modeling
equation using PLS-SEM, which revealed a correlation of 0.46 between the two
variables. This implies that changes in the six dimensions of social responsibility -
economic, environmental, ethical, legal, Philanthropic, and social - can explain up to
78.6% of the variations in customer satisfaction concerning image, trust, attitude, and
security. Additionally, we observed a pathway coefficient of roughly 0.68, indicating
a robust and statistically significant association between social responsibility and
customer satisfaction. These results offer valuable insights into the causal relationship
between social responsibility and customer satisfaction.