Effect of CSR on Customer Loyalty: Moderating Effect of Authenticity

Chun, Kihan; Bang, Wonseok

doi:10.14257/ijunesst.2016.9.5.12

Cited by 11 publications

(13 citation statements)

References 14 publications

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“…Although several factors such as quality and price affect variables, Indonesian consumers tend to pay adequate attention to the company's image. This is evident from the significant positive effect between Corporate Image and Customer Loyalty which supports the empirical research from Chun and Bang (2016) and Plewa et al (2015). The significant positive effect between CSR Authenticity and Corporate Credibility shows that Danone-Aqua is considered pure with its activities in accordance with community needs; therefore, it is trusted.…”

Section: Discussionsupporting

confidence: 76%

“…When a company's CSR motive is centered on the benefit of the general public, in contrast to its personal interests, consumers tend to be more emotionally affected (Chun & Bang, 2016). Moreover, Alhouti et al (2016) also put forward the assumption of a positive reaction to those organizations undertaking social responsibilities authentically; specifying that the perceptions are not limited to buying or transactional benefits, but also long-term loyalty of supportive behavior or relational benefits (Du et al, 2007).…”

Section: Customer Loyalty (Cl)mentioning

confidence: 99%

“…Plewa et al (2015) reported that both CSR and Firm Image are positively and directly related to Cognitive Loyalty, which is based on the rational consideration of information in determining values, and Affective Loyalty, emerging from emotional responses occurring in instances where the perceived performance is greater than what was expected. Furthermore, Chun and Bang (2016) believed that Corporate and Brand aspects refer to the same thing in the consumers' memory, and the latter confers a positive effect on Loyalty. In addition, Stakeholder Theory describes that a positive mental picture of the entire company affects customer behavior.…”

Section: Corporate Image (Ci)mentioning

confidence: 99%

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Authenticity as a corporate social responsibility platform for building customer loyalty

Gunawan

Budiarsi

Hartini

2020

Cogent Business & Management

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Consumers' views of corporate social responsibility (CSR) are still filled with mistrust and doubt. Especially in developing countries like Indonesia, consumers are wondering about the motivation behind CSR activities. It is argued that CSR activities that are authentic or sincere will lead to customer loyalty. This research aims to expand the line of studies based on CSR-loyalty, through the concept of sincerity motivating Corporate Social Responsibility activities. Therefore, field research was conducted to investigate whether CSR Authenticity affects Corporate Image, Corporate Credibility and Customer Loyalty among Indonesian consumers. The proposed model was examined using questionnaire with a data set of 257 valid responses. Statistical analysis was based on PLS-SEM approach with the use of Smart PLS 3.0. Findings showed that the hypothesis associated with the relationship between Corporate Image and Customer Loyalty was supported. The relationship between Corporate Credibility and Customer Loyalty was also supported; however, the relationship between CSR Authenticity and Customer Loyalty was not supported. Result further showed a mediating effect of Corporate Image

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Section: Discussionsupporting

confidence: 76%

Section: Customer Loyalty (Cl)mentioning

confidence: 99%

Section: Corporate Image (Ci)mentioning

confidence: 99%

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Authenticity as a corporate social responsibility platform for building customer loyalty

Gunawan

Budiarsi

Hartini

2020

Cogent Business & Management

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“…It is proven significantly by illustrating the contribution of social responsibility implementation felt by patients, providing a positive perception of satisfaction. It is compared to previous studies on CSR contribution with customer satisfaction [23,32]- [36,46]- [48].…”

Section: Discussionmentioning

confidence: 99%

“…Similarly, employees' ethical behavior has a positive impact on customer trust in the company [31]. According to Chun K et al, Choi B et al, [32,33], Corporate Social Responsibility has a positive and significant impact on customer trust.…”

Section: Literature Reviewmentioning

confidence: 99%

Social Responsibility and Marketing Impact on Hospital Business Sustainability: Lesson from Indonesia

Susanto¹,

Jasfar²,

Hady³

et al. 2020

JEMT

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This research empirically examines the influence of corporate and employee social responsibility, customer satisfaction, trust, and loyalty, and sustainable business variables. The methods of this study using Partial Least Square-Structural Equation Modelling with hypothesis testing. Hospitals listed on the Indonesia Stock Exchange that carry out corporate social responsibility (CSR) were used as study objects. The number of samples collected was 96 respondents. The result showed although employee social responsibility (ESR) has a positive effect on customer satisfaction and trust, it has no significant impact on business sustainability. Likewise, patient satisfaction has a positive effect on loyalty, yet it has no significant impact on business sustainability. Trust has a positive effect on patient loyalty and business sustainability. The research novelty is corporate social responsibility as a determinant of business sustainability, as both an independent and mediating variable, including the employee social responsibility. Patient trust plays a vital role as a mediator between patient satisfaction and loyalty. Ethics has the highest contribution to CSR, furthermore, employee social responsibility and measurement are valid for marketing studies.

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An expanded model of bank reputation in the context of the Covid-19 crisis: a vietnamese contribution

2022

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Effect of CSR on Customer Loyalty: Moderating Effect of Authenticity

Abstract: Corporate social responsibility (CSR)

Cited by 11 publications

References 14 publications

Authenticity as a corporate social responsibility platform for building customer loyalty

Authenticity as a corporate social responsibility platform for building customer loyalty

Social Responsibility and Marketing Impact on Hospital Business Sustainability: Lesson from Indonesia

An expanded model of bank reputation in the context of the Covid-19 crisis: a vietnamese contribution

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