The effect of corporate social responsibility towards customer loyalty: the role of trust, c-c identification, and customer satisfaction
In addition to running the rules set by the government, the activity of Corporate Social Responsibility (CSR) is also carried out by the company in increasing customer loyalty. This study aims to analyze the influence of CSR activities at the local aircraft company and local banking company to custo...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Universitas Tarumanagara
2017-09-01
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| Series: | Jurnal Manajemen |
| Subjects: | |
| Online Access: | http://www.ecojoin.org/index.php/EJM/article/view/232 |
| _version_ | 1819072169515155456 |
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| author | Rizal E Halim Ahmadan Maulana Hermawan |
| author_facet | Rizal E Halim Ahmadan Maulana Hermawan |
| author_sort | Rizal E Halim |
| collection | DOAJ |
| description | In addition to running the rules set by the government, the activity of Corporate Social Responsibility (CSR) is also carried out by the company in increasing customer loyalty. This study aims to analyze the influence of CSR activities at the local aircraft company and local banking company to customer loyalty mediated by customer trust,C-C(Consumer-Company) identification, and customer satisfaction. Selection of these two industries because ofgrowththat hasoccurredeveryyear. The sample was consumers who have used the services of local aircraft in the last six months and consumers were registered as clients of local banks in the six months before the study began. This study uses Structural Equation Modeling (SEM) and found that for consumers from local aircraft, the company's CSR activities significantly affect customer loyalty through mediation of customer trust, while consumers from local bank, CSR activities significantly affect the customer loyalty through mediation of c-cidentification. |
| first_indexed | 2024-12-21T17:33:27Z |
| format | Article |
| id | doaj.art-52d82da0faf64cceb843e2245bd851b0 |
| institution | Directory Open Access Journal |
| issn | 1410-3583 2549-8797 |
| language | English |
| last_indexed | 2024-12-21T17:33:27Z |
| publishDate | 2017-09-01 |
| publisher | Universitas Tarumanagara |
| record_format | Article |
| series | Jurnal Manajemen |
| spelling | doaj.art-52d82da0faf64cceb843e2245bd851b02022-12-21T18:55:50ZengUniversitas TarumanagaraJurnal Manajemen1410-35832549-87972017-09-0121221422610.24912/jm.v21i2.232225The effect of corporate social responsibility towards customer loyalty: the role of trust, c-c identification, and customer satisfactionRizal E HalimAhmadan Maulana HermawanIn addition to running the rules set by the government, the activity of Corporate Social Responsibility (CSR) is also carried out by the company in increasing customer loyalty. This study aims to analyze the influence of CSR activities at the local aircraft company and local banking company to customer loyalty mediated by customer trust,C-C(Consumer-Company) identification, and customer satisfaction. Selection of these two industries because ofgrowththat hasoccurredeveryyear. The sample was consumers who have used the services of local aircraft in the last six months and consumers were registered as clients of local banks in the six months before the study began. This study uses Structural Equation Modeling (SEM) and found that for consumers from local aircraft, the company's CSR activities significantly affect customer loyalty through mediation of customer trust, while consumers from local bank, CSR activities significantly affect the customer loyalty through mediation of c-cidentification.http://www.ecojoin.org/index.php/EJM/article/view/232corporate social responsibility (CSR), customer loyalty, customer satisfaction,customer trust, C-C identification |
| spellingShingle | Rizal E Halim Ahmadan Maulana Hermawan The effect of corporate social responsibility towards customer loyalty: the role of trust, c-c identification, and customer satisfaction Jurnal Manajemen corporate social responsibility (CSR), customer loyalty, customer satisfaction,customer trust, C-C identification |
| title | The effect of corporate social responsibility towards customer loyalty: the role of trust, c-c identification, and customer satisfaction |
| title_full | The effect of corporate social responsibility towards customer loyalty: the role of trust, c-c identification, and customer satisfaction |
| title_fullStr | The effect of corporate social responsibility towards customer loyalty: the role of trust, c-c identification, and customer satisfaction |
| title_full_unstemmed | The effect of corporate social responsibility towards customer loyalty: the role of trust, c-c identification, and customer satisfaction |
| title_short | The effect of corporate social responsibility towards customer loyalty: the role of trust, c-c identification, and customer satisfaction |
| title_sort | effect of corporate social responsibility towards customer loyalty the role of trust c c identification and customer satisfaction |
| topic | corporate social responsibility (CSR), customer loyalty, customer satisfaction,customer trust, C-C identification |
| url | http://www.ecojoin.org/index.php/EJM/article/view/232 |
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