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

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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:
DateEvent
14 October 2020Accepted
30 December 2020Published Online
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 > College of Accountancy, Finance and Economics
Faculty of Business, Law and Social Sciences > College of Business, Digital Transformation & Entrepreneurship
Depositing User: Kashan Pirzada
Date Deposited: 24 Apr 2024 12:37
Last Modified: 20 Jun 2024 12:05
URI: https://www.open-access.bcu.ac.uk/id/eprint/15429

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