The Impact of Corporate Social Responsibility and Service Experience on Customer Satisfaction
Afifah, Nur and Pirzada, Kashan and Daud, Ilzar (2020) The Impact of Corporate Social Responsibility and Service Experience on Customer Satisfaction. Journal of Security and Sustainability Issues, 10 (2). pp. 585-592. ISSN 2029-7017
|
Text
JSSI-2020.pdf - Published Version Available under License Creative Commons Attribution. Download (261kB) |
Abstract
Objective - This study was conducted to propose and test a conceptual model to resolve research gaps on customer satisfaction factors in the public sector of service companies, through the variable of corporate social responsibility (CSR), service experience, and customer company identification. Methodology/Technique - This study adopts the expectation theory of disconfirmation of customer satisfaction as a basis for resolving the research gap. Data was collected from 250 customers at a local enterprise water service in West Kalimantan, Indonesia, using a purposive sampling method. The analytical tool used is partial least square (PLS). Findings - The model is confirmed by the data collected and shows that customer satisfaction in local enterprise water services is influenced by services experiences and customer company identification, while CSR activities carried out by the company do not affect customer satisfaction, but CSR affects customer company identification.
| Item Type: | Article | ||||||
|---|---|---|---|---|---|---|---|
| Identification Number: | https://doi.org/10.9770/jssi.2020.10.2(17) | ||||||
| Dates: |
|
||||||
| Subjects: | CAH17 - business and management > CAH17-01 - business and management > CAH17-01-07 - finance CAH17 - business and management > CAH17-01 - business and management > CAH17-01-08 - accounting |
||||||
| Divisions: | Faculty of Business, Law and Social Sciences > Birmingham City Business School | ||||||
| Depositing User: | Kashan Pirzada | ||||||
| Date Deposited: | 24 Apr 2024 12:37 | ||||||
| Last Modified: | 24 Apr 2024 12:37 | ||||||
| URI: | https://www.open-access.bcu.ac.uk/id/eprint/15429 |
Actions (login required)
 |
View Item |
Tools
Tools