2019_The Mediating Role of Customer Satisfaction in The Relationship Between Corporate Social Responsibility, Corporate Image and Customer Loyalty
| Format: | General Document |
|---|
| _version_ | 1860798091076042752 |
|---|---|
| building | INTELEK Repository |
| collection | Online Access |
| collectionurl | https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 |
| copyright | Copyright©PWB2025 |
| country | Malaysia |
| date | 2019-09-08 |
| format | General Document |
| id | 15882 |
| institution | UniSZA |
| internalnotes | Sila masukkan subject wajib Dissertations, Academic. Terima kasih... |
| originalfilename | THE MEDIATING ROLE OF CUSTOMER SATISFACTION IN THE RELATIONSHIP BETWEEN CORPORATE SOCIAL RESPONSIBILITY, CORPORATE IMAGE AND CUSTOMER LOYALTY (PHD_2019).pdf |
| person | Ibrahim Mohammad Mkheimer |
| recordtype | oai_dc |
| resourceurl | https://intelek.unisza.edu.my/intelek/pages/view.php?ref=15882 |
| sourcemedia | Server storage Scanned document |
| spelling | 15882 https://intelek.unisza.edu.my/intelek/pages/view.php?ref=15882 https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 General Document Malaysia Library Staff (Top Management) Library Staff (Management) Library Staff (Support) Terengganu Faculty of Business and Management English application/pdf 1.5 Customer loyalty Customer satisfaction Server storage Scanned document Universiti Sultan Zainal Abidin UniSZA Private Access Universiti Sultan Zainal Abidin SAMBox 2.3.4; modified using iTextSharp™ 5.5.10 ©2000-2016 iText Group NV (AGPL-version) 264 Consumer behavior Copyright©PWB2025 2019-09-08 Customer Satisfaction THE MEDIATING ROLE OF CUSTOMER SATISFACTION IN THE RELATIONSHIP BETWEEN CORPORATE SOCIAL RESPONSIBILITY, CORPORATE IMAGE AND CUSTOMER LOYALTY (PHD_2019).pdf Ibrahim Mohammad Mkheimer Mediating Role Relationship Between Corporate Social Responsibility, Corporate Image And Customer Loyalty Social responsibility of business Corporate image 2019_The Mediating Role of Customer Satisfaction in The Relationship Between Corporate Social Responsibility, Corporate Image and Customer Loyalty The main challenge for organizations in private sector is not only attracting new customers, but also keeping them satisfied and loyal. It seems that there are customers who would like to switch to another telecommunication companies. Hence, it is critical to examine factors which could retain them from switching to other telecommunication provider. A few of the previous studies showed that Corporate Social Responsibility (CSR) and Corporate Image could lead to Customer Satisfaction and Customer Loyalty. Therefore, this study investigates how Corporate Image and CSR influence Customer Loyalty of telecommunication customers in Jordan. The study also seeks to determine the ability of Customer Satisfaction to mediate the relationship between CSR, Corporate Image and Customer Loyalty. A quantitative method was used in this study to analyze data from a total of 284 respondents from Jordanian telecommunication companies. The Structural Equation Modelling (SEM) was used to analyze the collected data by survey questionnaire. Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA) were also used to test validity of the constructs and to test research hypotheses respectively. The main findings of this study revealed that CSR does not affect Customer Loyalty directly, on the other hand, CSR influenced Customer Loyalty through the mediator of Customer Satisfaction. The study also found that Corporate Image has both directly and indirectly influenced Customer Satisfaction and Customer Loyalty. These results also showed the importance of CSR and Corporate Image for companies and decision makers. The study also provides a better understanding of how companies and decision makers should apply CSR activities in their marketing plans and campaigns and in terms of improving their Corporate Image to create and enhance their Customer Satisfaction and Loyalty. For theoretical implication, the study is considered as premier study integrates theoretically the Customer Satisfaction with CSR and Corporate Image associated with Customer Loyalty in one model for telecommunication industry services in Jordan. Dissertations, Academic Sila masukkan subject wajib Dissertations, Academic. Terima kasih... Thesis |
| spellingShingle | 2019_The Mediating Role of Customer Satisfaction in The Relationship Between Corporate Social Responsibility, Corporate Image and Customer Loyalty |
| state | Terengganu |
| subject | Customer loyalty Customer satisfaction Consumer behavior Social responsibility of business Corporate image Dissertations, Academic |
| summary | The main challenge for organizations in private sector is not only attracting new customers, but also keeping them satisfied and loyal. It seems that there are customers who would like to switch to another telecommunication companies. Hence, it is critical to examine factors which could retain them from switching to other telecommunication provider. A few of the previous studies showed that Corporate Social Responsibility (CSR) and Corporate Image could lead to Customer Satisfaction and Customer Loyalty. Therefore, this study investigates how Corporate Image and CSR influence Customer Loyalty of telecommunication customers in Jordan. The study also seeks to determine the ability of Customer Satisfaction to mediate the relationship between CSR, Corporate Image and Customer Loyalty. A quantitative method was used in this study to analyze data from a total of 284 respondents from Jordanian telecommunication companies. The Structural Equation Modelling (SEM) was used to analyze the collected data by survey questionnaire. Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA) were also used to test validity of the constructs and to test research hypotheses respectively. The main findings of this study revealed that CSR does not affect Customer Loyalty directly, on the other hand, CSR influenced Customer Loyalty through the mediator of Customer Satisfaction. The study also found that Corporate Image has both directly and indirectly influenced Customer Satisfaction and Customer Loyalty. These results also showed the importance of CSR and Corporate Image for companies and decision makers. The study also provides a better understanding of how companies and decision makers should apply CSR activities in their marketing plans and campaigns and in terms of improving their Corporate Image to create and enhance their Customer Satisfaction and Loyalty. For theoretical implication, the study is considered as premier study integrates theoretically the Customer Satisfaction with CSR and Corporate Image associated with Customer Loyalty in one model for telecommunication industry services in Jordan. |
| title | 2019_The Mediating Role of Customer Satisfaction in The Relationship Between Corporate Social Responsibility, Corporate Image and Customer Loyalty |
| title_full | 2019_The Mediating Role of Customer Satisfaction in The Relationship Between Corporate Social Responsibility, Corporate Image and Customer Loyalty |
| title_fullStr | 2019_The Mediating Role of Customer Satisfaction in The Relationship Between Corporate Social Responsibility, Corporate Image and Customer Loyalty |
| title_full_unstemmed | 2019_The Mediating Role of Customer Satisfaction in The Relationship Between Corporate Social Responsibility, Corporate Image and Customer Loyalty |
| title_short | 2019_The Mediating Role of Customer Satisfaction in The Relationship Between Corporate Social Responsibility, Corporate Image and Customer Loyalty |
| title_sort | 2019_the mediating role of customer satisfaction in the relationship between corporate social responsibility, corporate image and customer loyalty |