Corporate Social Responsibility and Customer Loyalty in Food Chains-Mediating Role of Customer Satisfaction and Corporate Reputation

被引：22

作者：

Ali, Waris ^{[1
]}

Danni, Yu ^{[2
,3
]}

Latif, Badar ^{[3
]}

Kouser, Rehana ^{[4
]}

Baqader, Saleh ^{[5
]}

机构：

[1] Univ Sahiwal, Dept Business Adm, Sahiwal 57000, Pakistan

[2] Shandong Youth Univ Polit Sci, Sch Econ & Management, Jinan 250103, Peoples R China

[3] Univ Putra Malaysia, Sch Business & Econ, Serdang 43400, Malaysia

[4] Bahauddin Zakariya Univ, Dept Commerce, Multan 60800, Pakistan

[5] Umm AlQura Univ, Coll Business Adm, Dept Accounting, Mecca 21955, Saudi Arabia

来源：

SUSTAINABILITY | 2021年 / 13卷 / 16期

关键词：

corporate social responsibility; customer satisfaction; customer loyalty; corporate reputation; Pakistan; developing country; food chains; CSR INITIATIVES; PERCEIVED VALUE; TRUST; IMAGE; PERCEPTIONS; IMPACT; CONSEQUENCES; ANTECEDENTS; IDENTIFICATION; RESTAURANTS;

D O I：

10.3390/su13168681

中图分类号：

X [环境科学、安全科学];

学科分类号：

08 ; 0830 ;

摘要：

The study examined the role of perceived CSR in deriving customer loyalty by exploring direct and mediated effects of corporate reputation and customer satisfaction in Pakistan's food chains. The data were collected through a survey method from 322 customers of McDonald's in Pakistan during October 2019 and January 2020. The collected information was then analyzed through the Partial Least Square Structural Equation Modeling (PLS-SEM) technique to test the hypothesized relationships. The results revealed a significant positive impact of perceived CSR on customer loyalty, corporate reputation, and customer satisfaction. Further, customer satisfaction and corporate reputation appeared to mediate the relationship between perceived CSR and customer loyalty.

引用

页数：15

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