مجلة بحوث الإدارة والاقتصاد
Volume 5, Numéro 4, Pages 474-487
2023-12-31

The Impact Of Corporate Social Responsibility On Customers' Satisfaction –a Structural Model-



Authors : Nessraoui Dounia Zed .

Abstract

This study examined how adopting corporate social responsibility affects customer satisfaction levels. Our analysis relied on the constructive modelling 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.

Keywords

Corporate Social responsibility ; Customers' Satisfaction ; Social responsibility dimensions

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