Effects of perceived corporate social responsibility practices on customers’ satisfaction and perceived value – A study in the food industry in Vietnam
The main purpose of this study is to investigate the effects of perceived Corporate Social Responsibility (CSR) practices on customers’ satisfaction and perceived value. According to the result of the literature review, the studied CSR practices include environmental protection, customer protection,...
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| Format: | Article |
| Language: | English |
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HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE
2017-11-01
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| Series: | Ho Chi Minh City Open University Journal of Science - Economics and Business Administration |
| Subjects: | |
| Online Access: | https://journalofscience.ou.edu.vn/index.php/econ-en/article/view/181 |
| _version_ | 1818588141834993664 |
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| author | Le Thi Thanh Xuan Tran Tien Khoa Nguyen Pham Nhu An |
| author_facet | Le Thi Thanh Xuan Tran Tien Khoa Nguyen Pham Nhu An |
| author_sort | Le Thi Thanh Xuan |
| collection | DOAJ |
| description | The main purpose of this study is to investigate the effects of perceived Corporate Social Responsibility (CSR) practices on customers’ satisfaction and perceived value. According to the result of the literature review, the studied CSR practices include environmental protection, customer protection, community, HR policies, price, product quality, relationship selling, empathy, and fulfill expectations. To address the research objective, the present study proposed two following research questions: (1) What are factors of CSR practices impacting customers’ satisfaction?; and (2) How do these factors influence customer satisfaction and perceived value? The study approached 236 customers of the food industry to conduct a survey empirically and tested the proposed hypotheses using structural equation modeling. The research findings show that (1), in Vietnamese customers perceptions, Perceived price, Perceived quality and Empathy are three components of CSR practices; (2) these components have positive impacts on Customer satisfaction; and (3) Customer satisfaction has a positive relationship with customers’ perceived value. These findings help to enrich the CSR literature in developing countries like Vietnam, and to confirm the findings of previous studies. Moreover, from the research findings, the present study suggested some managerial implications for firms in the food industry relating to price, product quality and empathy. |
| first_indexed | 2024-12-16T09:20:02Z |
| format | Article |
| id | doaj.art-c7f65adfd1164f17a12388a69ef41192 |
| institution | Directory Open Access Journal |
| issn | 2734-9314 2734-9586 |
| language | English |
| last_indexed | 2024-12-16T09:20:02Z |
| publishDate | 2017-11-01 |
| publisher | HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE |
| record_format | Article |
| series | Ho Chi Minh City Open University Journal of Science - Economics and Business Administration |
| spelling | doaj.art-c7f65adfd1164f17a12388a69ef411922022-12-21T22:36:47ZengHO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCEHo Chi Minh City Open University Journal of Science - Economics and Business Administration2734-93142734-95862017-11-017231410.46223/HCMCOUJS.econ.en.7.2.181.2017140Effects of perceived corporate social responsibility practices on customers’ satisfaction and perceived value – A study in the food industry in VietnamLe Thi Thanh Xuan0Tran Tien Khoa1Nguyen Pham Nhu An2Ho Chi Minh City University of Technology, Vietnam National University HCMCInternational University, Vietnam National University HCMCHo Chi Minh City University of Technology, Vietnam National University HCMCThe main purpose of this study is to investigate the effects of perceived Corporate Social Responsibility (CSR) practices on customers’ satisfaction and perceived value. According to the result of the literature review, the studied CSR practices include environmental protection, customer protection, community, HR policies, price, product quality, relationship selling, empathy, and fulfill expectations. To address the research objective, the present study proposed two following research questions: (1) What are factors of CSR practices impacting customers’ satisfaction?; and (2) How do these factors influence customer satisfaction and perceived value? The study approached 236 customers of the food industry to conduct a survey empirically and tested the proposed hypotheses using structural equation modeling. The research findings show that (1), in Vietnamese customers perceptions, Perceived price, Perceived quality and Empathy are three components of CSR practices; (2) these components have positive impacts on Customer satisfaction; and (3) Customer satisfaction has a positive relationship with customers’ perceived value. These findings help to enrich the CSR literature in developing countries like Vietnam, and to confirm the findings of previous studies. Moreover, from the research findings, the present study suggested some managerial implications for firms in the food industry relating to price, product quality and empathy.https://journalofscience.ou.edu.vn/index.php/econ-en/article/view/181corporate social responsibilitycustomers’ satisfactionfood industryperceived valuevietnam |
| spellingShingle | Le Thi Thanh Xuan Tran Tien Khoa Nguyen Pham Nhu An Effects of perceived corporate social responsibility practices on customers’ satisfaction and perceived value – A study in the food industry in Vietnam Ho Chi Minh City Open University Journal of Science - Economics and Business Administration corporate social responsibility customers’ satisfaction food industry perceived value vietnam |
| title | Effects of perceived corporate social responsibility practices on customers’ satisfaction and perceived value – A study in the food industry in Vietnam |
| title_full | Effects of perceived corporate social responsibility practices on customers’ satisfaction and perceived value – A study in the food industry in Vietnam |
| title_fullStr | Effects of perceived corporate social responsibility practices on customers’ satisfaction and perceived value – A study in the food industry in Vietnam |
| title_full_unstemmed | Effects of perceived corporate social responsibility practices on customers’ satisfaction and perceived value – A study in the food industry in Vietnam |
| title_short | Effects of perceived corporate social responsibility practices on customers’ satisfaction and perceived value – A study in the food industry in Vietnam |
| title_sort | effects of perceived corporate social responsibility practices on customers satisfaction and perceived value a study in the food industry in vietnam |
| topic | corporate social responsibility customers’ satisfaction food industry perceived value vietnam |
| url | https://journalofscience.ou.edu.vn/index.php/econ-en/article/view/181 |
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