Corporate social responsibility (CSR) is a concept which is beyond the managerial implications and contains standardizing suggestion that lack clarity and specificity. CSR plays a vital role in promoting and improving the public image of many companies. This study aims to analyze the effect of perceived CSR (legal CSR, economic CSR, societal CSR, and environmental CSR) on customer loyalty taking the corporate image and consumer trust as a mediator. A total of 199 valid questionnaires from the customers were collected using purposive sampling and analyzed using structural equation modelling in Amos 22.0 and SPSS (Process). The results indicated that legal CSR, and economic CSR have a significant impact on a corporate image while societal CSR, and environmental CSR exhibits no significant impact on corporate image. On other hand, economic CSR and environmental CSR have a significant impact on consumer trust but other perceived CSR has no significant impact on consumer trust. Also, corporate image and consumer trust have a significant impact on customer loyalty. In addition, the results of parallel mediation analysis demonstrated that corporate image and customer trust mediate the effect of perceived CSR (economic, social, legal, and environmental) on customer loyalty. Finally, the conclusion of our findings are discussed.

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Effect of Perceived CSR on Customer Loyalty: Exploring Mediating Role of Corporate Image and Consumer Trust with Parallel Mediation Approach

  • Divya Sharma,
  • Rakesh Kumar

摘要

Corporate social responsibility (CSR) is a concept which is beyond the managerial implications and contains standardizing suggestion that lack clarity and specificity. CSR plays a vital role in promoting and improving the public image of many companies. This study aims to analyze the effect of perceived CSR (legal CSR, economic CSR, societal CSR, and environmental CSR) on customer loyalty taking the corporate image and consumer trust as a mediator. A total of 199 valid questionnaires from the customers were collected using purposive sampling and analyzed using structural equation modelling in Amos 22.0 and SPSS (Process). The results indicated that legal CSR, and economic CSR have a significant impact on a corporate image while societal CSR, and environmental CSR exhibits no significant impact on corporate image. On other hand, economic CSR and environmental CSR have a significant impact on consumer trust but other perceived CSR has no significant impact on consumer trust. Also, corporate image and consumer trust have a significant impact on customer loyalty. In addition, the results of parallel mediation analysis demonstrated that corporate image and customer trust mediate the effect of perceived CSR (economic, social, legal, and environmental) on customer loyalty. Finally, the conclusion of our findings are discussed.