CSR Image and Customer Satisfaction: The Mediating Role of Customer Trust and Customer Loyalty

Purpose: This study aims to examine the impact of Corporate Social Responsibility (CSR) image on customer satisfaction in the context of the banking sector of Pakistan. Further, the intervening role of customer trust and customer loyalty in the relationship between CSR image and customer satisfacti...

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Autores principales:	Saira Irfan, Iram Iqbal, Sumaira Iqbal, Fatima Bashir
Formato:	article
Lenguaje:	EN
Publicado:	CSRC Publishing 2021
Materias:	CSR image Customer Satisfaction Customer Trust Customer Loyalty Smart PLS Finance HG1-9999
Acceso en línea:	https://doaj.org/article/53c82d18eac743fd97f19b4551d0753c
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spelling	oai:doaj.org-article:53c82d18eac743fd97f19b4551d0753c2021-11-19T02:50:10ZCSR Image and Customer Satisfaction: The Mediating Role of Customer Trust and Customer Loyalty10.26710/jafee.v7i3.19072519-03182518-8488https://doaj.org/article/53c82d18eac743fd97f19b4551d0753c2021-09-01T00:00:00Zhttps://publishing.globalcsrc.org/ojs/index.php/jafee/article/view/1907https://doaj.org/toc/2519-0318https://doaj.org/toc/2518-8488 Purpose: This study aims to examine the impact of Corporate Social Responsibility (CSR) image on customer satisfaction in the context of the banking sector of Pakistan. Further, the intervening role of customer trust and customer loyalty in the relationship between CSR image and customer satisfaction is also examined. Design/Methodology/Approach: Present research is quantitative in nature and collects the data through structured questionnaires. By employing the Smart PLS technique to test the proposed hypothesis. Findings: This study reveals the following salient findings: 1) the response of CSR image to customer satisfaction is positive (p<0.01); 2) customer trust and customer loyalty both significantly mediates the impact of CSR image on customer satisfaction. Implications/Originality/Value: Based on novel findings, the current study will help the organizations to realize the significance of CSR practices to enhance the customers’ satisfaction level. Saira IrfanIram IqbalSumaira IqbalFatima BashirCSRC PublishingarticleCSR imageCustomer SatisfactionCustomer TrustCustomer LoyaltySmart PLSFinanceHG1-9999ENJournal of Accounting and Finance in Emerging Economies, Vol 7, Iss 3 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	CSR image Customer Satisfaction Customer Trust Customer Loyalty Smart PLS Finance HG1-9999
spellingShingle	CSR image Customer Satisfaction Customer Trust Customer Loyalty Smart PLS Finance HG1-9999 Saira Irfan Iram Iqbal Sumaira Iqbal Fatima Bashir CSR Image and Customer Satisfaction: The Mediating Role of Customer Trust and Customer Loyalty
description	Purpose: This study aims to examine the impact of Corporate Social Responsibility (CSR) image on customer satisfaction in the context of the banking sector of Pakistan. Further, the intervening role of customer trust and customer loyalty in the relationship between CSR image and customer satisfaction is also examined. Design/Methodology/Approach: Present research is quantitative in nature and collects the data through structured questionnaires. By employing the Smart PLS technique to test the proposed hypothesis. Findings: This study reveals the following salient findings: 1) the response of CSR image to customer satisfaction is positive (p<0.01); 2) customer trust and customer loyalty both significantly mediates the impact of CSR image on customer satisfaction. Implications/Originality/Value: Based on novel findings, the current study will help the organizations to realize the significance of CSR practices to enhance the customers’ satisfaction level.
format	article
author	Saira Irfan Iram Iqbal Sumaira Iqbal Fatima Bashir
author_facet	Saira Irfan Iram Iqbal Sumaira Iqbal Fatima Bashir
author_sort	Saira Irfan
title	CSR Image and Customer Satisfaction: The Mediating Role of Customer Trust and Customer Loyalty
title_short	CSR Image and Customer Satisfaction: The Mediating Role of Customer Trust and Customer Loyalty
title_full	CSR Image and Customer Satisfaction: The Mediating Role of Customer Trust and Customer Loyalty
title_fullStr	CSR Image and Customer Satisfaction: The Mediating Role of Customer Trust and Customer Loyalty
title_full_unstemmed	CSR Image and Customer Satisfaction: The Mediating Role of Customer Trust and Customer Loyalty
title_sort	csr image and customer satisfaction: the mediating role of customer trust and customer loyalty
publisher	CSRC Publishing
publishDate	2021
url	https://doaj.org/article/53c82d18eac743fd97f19b4551d0753c
work_keys_str_mv	AT sairairfan csrimageandcustomersatisfactionthemediatingroleofcustomertrustandcustomerloyalty AT iramiqbal csrimageandcustomersatisfactionthemediatingroleofcustomertrustandcustomerloyalty AT sumairaiqbal csrimageandcustomersatisfactionthemediatingroleofcustomertrustandcustomerloyalty AT fatimabashir csrimageandcustomersatisfactionthemediatingroleofcustomertrustandcustomerloyalty
_version_	1718420608442695680

CSR Image and Customer Satisfaction: The Mediating Role of Customer Trust and Customer Loyalty

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