Environmental oriented corporate social responsibility and customer loyalty:corporate image as a mediator / Nor Irwani Abdul Rahman

Malaysian retailers are faced with intense competition and increasing demand from customers. Thus, they need to understand the determinants that influence customer loyalty in order to maintain their competitiveness. Given that situation, this study attempts to contribute in academic field by using e...

Full description

Bibliographic Details
Main Author:	Abdul Rahman, Nor Irwani
Format:	Thesis
Language:	English
Published:	2015
Subjects:	Customer services. Customer relations
Online Access:	http://ir.uitm.edu.my/id/eprint/14103/ http://ir.uitm.edu.my/id/eprint/14103/1/TM_NOR%20IRWANI%20ABDUL%20RAHMAN%20BM%2015_5.pdf

id	uitm-14103
recordtype	eprints
spelling	uitm-141032016-06-28T07:31:28Z http://ir.uitm.edu.my/id/eprint/14103/ Environmental oriented corporate social responsibility and customer loyalty:corporate image as a mediator / Nor Irwani Abdul Rahman Abdul Rahman, Nor Irwani Customer services. Customer relations Malaysian retailers are faced with intense competition and increasing demand from customers. Thus, they need to understand the determinants that influence customer loyalty in order to maintain their competitiveness. Given that situation, this study attempts to contribute in academic field by using environmental oriented CSR as a determinant to customer loyalty with corporate image as a mediator. Three theories were utilized to explain the study framework namely Stakeholder Theory, Organizational Identification Theory and System Theory. The objective of this study is to examine the relationship between environmental-CSR and customer loyalty while mediated by corporate image. Using hierarchical multiple regression analysis, the result show that two dimensions namely social and community involvement and customer are found to have significant relationship with customer loyalty mediated by corporate image. Atotal of 400 customers from hypermarkets located at Klang Valley in Malaysia were participated as respondents. Data for all the study variables have been collected through self-administered questionnaires. Thus the result of this study supports the objectives of this study. Overall, the results indicate that the framework provides a good understanding of the factors that influence customer loyalty. The findings also can be use to solidify the notion that being committed to environment and sustainability issues is not just a public relation exercise, but having long-term and positive bottom-line benefits 2015 Thesis NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/14103/1/TM_NOR%20IRWANI%20ABDUL%20RAHMAN%20BM%2015_5.pdf Abdul Rahman, Nor Irwani (2015) Environmental oriented corporate social responsibility and customer loyalty:corporate image as a mediator / Nor Irwani Abdul Rahman. Masters thesis, Universiti Teknologi MARA.
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Customer services. Customer relations
spellingShingle	Customer services. Customer relations Abdul Rahman, Nor Irwani Environmental oriented corporate social responsibility and customer loyalty:corporate image as a mediator / Nor Irwani Abdul Rahman
description	Malaysian retailers are faced with intense competition and increasing demand from customers. Thus, they need to understand the determinants that influence customer loyalty in order to maintain their competitiveness. Given that situation, this study attempts to contribute in academic field by using environmental oriented CSR as a determinant to customer loyalty with corporate image as a mediator. Three theories were utilized to explain the study framework namely Stakeholder Theory, Organizational Identification Theory and System Theory. The objective of this study is to examine the relationship between environmental-CSR and customer loyalty while mediated by corporate image. Using hierarchical multiple regression analysis, the result show that two dimensions namely social and community involvement and customer are found to have significant relationship with customer loyalty mediated by corporate image. Atotal of 400 customers from hypermarkets located at Klang Valley in Malaysia were participated as respondents. Data for all the study variables have been collected through self-administered questionnaires. Thus the result of this study supports the objectives of this study. Overall, the results indicate that the framework provides a good understanding of the factors that influence customer loyalty. The findings also can be use to solidify the notion that being committed to environment and sustainability issues is not just a public relation exercise, but having long-term and positive bottom-line benefits
format	Thesis
author	Abdul Rahman, Nor Irwani
author_facet	Abdul Rahman, Nor Irwani
author_sort	Abdul Rahman, Nor Irwani
title	Environmental oriented corporate social responsibility and customer loyalty:corporate image as a mediator / Nor Irwani Abdul Rahman
title_short	Environmental oriented corporate social responsibility and customer loyalty:corporate image as a mediator / Nor Irwani Abdul Rahman
title_full	Environmental oriented corporate social responsibility and customer loyalty:corporate image as a mediator / Nor Irwani Abdul Rahman
title_fullStr	Environmental oriented corporate social responsibility and customer loyalty:corporate image as a mediator / Nor Irwani Abdul Rahman
title_full_unstemmed	Environmental oriented corporate social responsibility and customer loyalty:corporate image as a mediator / Nor Irwani Abdul Rahman
title_sort	environmental oriented corporate social responsibility and customer loyalty:corporate image as a mediator / nor irwani abdul rahman
publishDate	2015
url	http://ir.uitm.edu.my/id/eprint/14103/ http://ir.uitm.edu.my/id/eprint/14103/1/TM_NOR%20IRWANI%20ABDUL%20RAHMAN%20BM%2015_5.pdf
first_indexed	2023-09-18T22:50:53Z
last_indexed	2023-09-18T22:50:53Z
_version_	1777417535389433856

Environmental oriented corporate social responsibility and customer loyalty:corporate image as a mediator / Nor Irwani Abdul Rahman

Similar Items