Статья

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

Waris AliDepartment of Business Administration, University of Sahiwal, Sahiwal 57000, PakistanDanni YuSchool of Business & Economics, University of Putra Malaysia, Serdang 43400, MalaysiaBadar LatifSchool of Business & Economics, University of Putra Malaysia, Serdang 43400, MalaysiaRehana KouserDepartment of Commerce, Bahauddin Zakariya University, Multan 60800, PakistanSaleh BaqaderDepartment of Accounting, College of Business Administration Umm AlQura University, Makkah 21955, Saudi Arabia

2021en

ABI

Аннотация

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.

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Идентификаторы

DOI: 10.3390/su13168681

Цитирования и источники

Цитирований: 2Использованных источников: 0

Показатели — AkademScholar