Csr and customer satisfaction pdf
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- Article Published In Vol.5 (Nov-Dec-2017)
- Approaches to Raising Quality and Customer Satisfaction Levels
- ESG Survey Index
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Article Published In Vol.5 (Nov-Dec-2017)
This paper analyses the influence of CSR associations on brand loyalty. We propose a theoretical model that includes the mediating role of brand awareness, brand attitude and customer satisfaction in the effect of CSR on loyalty, measured as a second-order reflective construct. We propose a theoretical model estimated via the analysis of covariance structures using EQS 6. Data were obtained using an online survey of Spanish sportswear consumers. This study illustrates that CSR associations have a direct, positive influence on loyalty, and an indirect influence through their positive effect on brand awareness and consumer satisfaction. Brand attitude does not appear to play a significant role in the influence of CSR on loyalty. We study the effect of CSR associations, brand awareness, satisfaction, and brand attitude as drivers of brand loyalty, conceived as a reflective second-order construct with four dimensions: attitudinal loyalty, purchase intention, expenditure level and intention to recommend.
Approaches to Raising Quality and Customer Satisfaction Levels
Although many studies report positive effects of corporate social responsibility CSR on customer attitudes, recent literature shows that the effectiveness of CSR initiatives critically varies among consumers, brands, and companies. Our results indicate that perceived CSR can indeed compensate for the absence of a strong brand or smaller advertising budgets, but not for lack of innovativeness. Companies that simultaneously do good and innovate are rewarded with more positive customer attitudes and higher levels of customer retention. Recent economic and financial crises have sparked vigorous debates about the societal role of firms, with Porter and Kramer specifically declaring the need for a stronger focus on social value creation to generate trust in firms. As a broad concept, CSR can include business practices as diverse as cash donations to charity, equitable treatment of workers, and an environmentally friendly production policy. While an extensive literature stream examining the effects of CSR on financial performance has predominantly found small positive returns to CSR efforts for an overview over these studies, see Margolis et al. A notable exception finds predominantly positive effects of perceived CSR on self-reported consumer share-of-wallet, except for activities related to environmental friendliness Ailawadi et al.
We define our basic policy for quality assurance as follows, in accordance with our basic philosophy and CSR Policy. Quality Assurance Policy We contribute to society by providing high-quality products, goods and services with excellent reliability and safety to the market. We fully understand and predict user demands and provide products, goods and services that users can use with satisfaction. In each quality assurance step, we establish an internal system that can assuredly evaluate high-quality products, goods and services with excellent reliability and safety. We establish technologies that can produce products, goods and services with the target quality in terms of reliability and safety. Quality Assurance System. We contribute to society by providing high-quality products, goods and services with excellent reliability and safety to the market.
SJME publishes every year two regular issues and a Special Issue on a topic of particular interest for the journal audience. The journal is published by Elsevier since and it is published fully in English since Expected manuscript profile SJME is especially interested in submissions that include unique and novel contributions on the frontier of knowledge, focused on emerging areas relevant to academic research in marketing or even opening new research niches. New methodologies and techniques are particularly appreciated. SJME welcomes a wide array of original contributions quantitative or qualitative empirical analysis, critical literature reviews, meta-analysis, theoretical papers, agenda for future research, etc. Submitted manuscripts can be focused on Spanish, Latin-American, but also any other relevant market.
Correlation analysis shows that there economic CSR positively and significantly correlated with both customer satisfaction and retention. Also this.
ESG Survey Index
Skip to search form Skip to main content You are currently offline. Some features of the site may not work correctly. DOI: 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.
Management Initiatives Related to the Value Chain. About the Report. Organizational Governance. Corporate Governance.
The aim is to provide insight into the effect of perceived CSR on purchase intention short-term effect and corporate reputation long-term effect , whilst considering the role of brand image, satisfaction affective and cognitive and brand loyalty. The sample comprised consumers selected using non-probabilistic sampling with age and gender quotas. Confirmatory factor analysis was used to validate the measurement model. Structural equation modelling was used to validate the research hypotheses.