Exploring Corporate Social Responsibility Dimensions that Affect Customer Satisfaction and Loyalty

Abstract

The importance of Corporate Social Responsibility (CSR) in corporate business is increasing worldwide. This study aims to provide insight into CSR practice by examining the effects of CSR’s social, environmental, and economic dimensions on customer satisfaction and loyalty. This study conducted an online survey and applied quantitative methods, such as factor analysis, regression analysis, and ANOVA. The outcomes demonstrate that the economic dimension across three dimensions of CSR is valid and significant for attitudes toward the firm, customer satisfaction, and loyalty. Finally, the findings of this research provided managerial and policy implications for both corporation and government.