The relationship of corporate social responsibilities initiatives and consumer loyalty

The trend towards social responsibility in recent years has amplified the interest of consumers in their consumption as well as purchase behaviour. Given the growing importance of social responsibility in the retail industry, in Malaysia, it remains imperative for the retail industry to understand...

Full description

Saved in:

Bibliographic Details
Main Author:	Nor Maizatul Asma, Misman
Format:	Thesis
Language:	eng eng
Published:	2015
Subjects:	HF5415.33 Consumer Behavior.
Online Access:	https://etd.uum.edu.my/5667/1/s812472_01.pdf https://etd.uum.edu.my/5667/2/s812472_02.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uum-etd.5667
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Mansor, Mohd Najib
topic	HF5415.33 Consumer Behavior.
spellingShingle	HF5415.33 Consumer Behavior. Nor Maizatul Asma, Misman The relationship of corporate social responsibilities initiatives and consumer loyalty
description	The trend towards social responsibility in recent years has amplified the interest of consumers in their consumption as well as purchase behaviour. Given the growing importance of social responsibility in the retail industry, in Malaysia, it remains imperative for the retail industry to understand the social responsibility as the determinants of customers’ loyalty. Therefore, this study aims to underline the relationship of customer centric, green environment, and philanthropic towards customer loyalty. This study are quantitative in nature by using the sample of 172 respondents. Data analysis was performed using SPSS system. From the analysis, it found that all of CSR initiatives have positive significant effect on customer loyalty. As a result, philanthropic has the greatest effect on retail industry while customer centric the least influencing factor on loyalty.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Nor Maizatul Asma, Misman
author_facet	Nor Maizatul Asma, Misman
author_sort	Nor Maizatul Asma, Misman
title	The relationship of corporate social responsibilities initiatives and consumer loyalty
title_short	The relationship of corporate social responsibilities initiatives and consumer loyalty
title_full	The relationship of corporate social responsibilities initiatives and consumer loyalty
title_fullStr	The relationship of corporate social responsibilities initiatives and consumer loyalty
title_full_unstemmed	The relationship of corporate social responsibilities initiatives and consumer loyalty
title_sort	relationship of corporate social responsibilities initiatives and consumer loyalty
granting_institution	Universiti Utara Malaysia
granting_department	Ghazali Shafie Graduate School of Government
publishDate	2015
url	https://etd.uum.edu.my/5667/1/s812472_01.pdf https://etd.uum.edu.my/5667/2/s812472_02.pdf
_version_	1747827965644767232
spelling	my-uum-etd.56672021-04-04T08:12:32Z The relationship of corporate social responsibilities initiatives and consumer loyalty 2015 Nor Maizatul Asma, Misman Mansor, Mohd Najib Ghazali Shafie Graduate School of Government Ghazali Shafie Graduate School of Government HF5415.33 Consumer Behavior. The trend towards social responsibility in recent years has amplified the interest of consumers in their consumption as well as purchase behaviour. Given the growing importance of social responsibility in the retail industry, in Malaysia, it remains imperative for the retail industry to understand the social responsibility as the determinants of customers’ loyalty. Therefore, this study aims to underline the relationship of customer centric, green environment, and philanthropic towards customer loyalty. This study are quantitative in nature by using the sample of 172 respondents. Data analysis was performed using SPSS system. From the analysis, it found that all of CSR initiatives have positive significant effect on customer loyalty. As a result, philanthropic has the greatest effect on retail industry while customer centric the least influencing factor on loyalty. 2015 Thesis https://etd.uum.edu.my/5667/ https://etd.uum.edu.my/5667/1/s812472_01.pdf text eng public https://etd.uum.edu.my/5667/2/s812472_02.pdf text eng public masters masters Universiti Utara Malaysia Abagail McWilliams, Donald Siegel, 2001. Corporate Social Responsibilities: A Theory of the Firm Perspective. The Academy of Management Review. Vol 26, No.1, pp.117-127. Ailawadi. K, S.A. Neslin, K. Gedenk, 2001, Pursuing the value-conscious consumer: Store brands versus national brand promotions, Journal of Marketing, Vol.65, pp. 71–89 Ailawadi. K.L, Keller. K.L, 2004, Understanding retail branding: conceptual insights and research priorities. Journal of Retailing. Vol.80, Iss 4, 2004, Pages 331–34 Auger. Devinney, Louviere, 2008, Do social product features have value to consumers? International Journal of Research in Marketing Vol.25 Iss.3, 183-191 Aupperle. E. K, Carroll, B. A. & Hatfield, D. J., 1985. An Empirical Examination of the Relationship between Corporate Social Responsibility and Profitability. The Academy of Management Journal, Vol. 28, No. 2, pp. 446-463. Balabanis. G, Phillips. H, Lyall. J, 1998, Corporate Social Responsibility and Economic Performance in top British Companies: Are They Linked? European Business Review, Vol. 98, no.1, pp. 25-44. Becker-Olsen. K. L, Cudmore, B. A. & Hill, R. P, 2006. The impact of perceived corporate social responsibility on consumer behaviour. Journal of Business Research. Vol. 59, No. 1, pp.46-55 Berens. G, Van Riel. C, & Van Bruggen. G, 2005. Corporate associations and consumer product responses: The moderating role of corporate brand dominance. Journal of Marketing, Vol.69, No.3, pp. 35-48 Bhattacharya. C.B, Sen. S, 2004. Doing Better at Doing Good: When, Why and How Consumers respond to Corporate Social Initiatives. California Management Review. Vol.47, No.1, pp.9-23. Bloerner. J, Odekerken-Schriider, G, 2002. Store satisfaction and store loyalty explained by customer-and store-related factors. Blumberg, B., Cooper, R. D. & Schindler, S. P. 2011. Business Research Methods. McGraw-Hill: Berkshire. Boatright, 1997 cited in Maria Piacentini, Lynn McFadyen, Douglas Eadie, 2000. Corporate Social Responsibility in Food Retailing. International Journal of Retail & Distribution Management. Vol 28, Iss: 11, pp.459-469. Brown. T, 1998. Corporate associations in marketing: Antecedents and consequences. Corporate Reputation Review, Vol.1, No.3, pp. 215-23 Carroll. B.A, 1979, A Three Dimensional Conceptual Model of Corporate Performance. The Academy of Management Review. Vol.4, No.4, pp.497-505. Carroll. B.A, 1991. The Pyramid of Corporate Social Responsibility: Toward the Moral Management of Organizational Stakeholders. Business Horizons. Vol. 34, Iss 4, pp. 39-48. Carroll. B.A, 1999. Corporate Social Responsibility: Evolution of a Definitional Construct. Business Society. Vol. 38, No. 3, pp. 268-295. Chen. Y.S, 2008, The driver of green innovation and green image - green core competence, Journal of Business Ethics, 81 (3) (2008), pp. 531–543 Clarkson. M.E, 1995. A Stakeholder Framework for Analyzing and Evaluating Corporate Social Performance. Academic Management Review. Vol.20. Iss: 1, pp.92-118. Cochran. L.P, Wood. A.R, 1984. Corporate Social Responsibility and Financial Performance. The Academy of Management Journal. Vol. 27, No. 1, pp. 42-56 Crane. A, Matten. D, 2004, Business Ethics, Oxford University Press, Oxford (2004) E. Bigne, L. Andreau, R. Chumpitaz, V. Swaen, 2006. Corporate Social Responsibilities Influence on University Students Buying Behaviour. Esic Market September, pp.135-158. Eakuru. N, Mat. N, 2008. The application of structural equation modelling (SEM) in determining the antecedents of customer loyalty in banks in South Thailand. The Business Review. Vol. 10, No. 2, pp. 129-139. Elkington. J, 1998. Partnerships from Cannibals with Forks: The Triple Bottom line of 21th Century Business. Environmental Quality Management. Vol. 8, Issue 1, pp. 37-51. Fabio. M, Risso. M, 2010, CSR in large retailers and Food SME relations: Evidences of Italian Market, International Federation of Scholarly Associations of Management (IFSAM) Congress: Justice and Sustainability in the Global Economy, Paris, July 8-10. Freestone O. M., McGoldrick P. J, 2008, Motivations of the Ethical Consumer, Journal of Business Ethics, vol. 79, pp. 445-467 García de los Salmones, M., Herrero Crespo, A. & Rodríguez del Bosque, I, 2005. Influence of Corporate Social Responsibility on Loyalty and Valuation of Services. Journal of Business Ethics. Vol. 61, No. 4, pp. 369-385. Harrison, R., Newholm T., Shaw D- (2005), The Ethical Consumer, Sage, London Hofmeyr. J, Rice. B. 2000. Commitment-Led Marketing: The Key to Brand Profits Is in the Customer's Mind. John Wiley & Sons Ltd: Chichester. Hugo. V.B, Lindt. L, 2012. The Effect of Perceived CSR on Customer Loyalty; An empirical study into consumer behaviour on the Swedish chocolate market. Master Research, Spring 2012. Isabelle Maignan, O.C. Ferrell, 2004. Corporate Social Responsibilities and Marketing: An Integrative Framework. Journal of the Academic of Marketing Science. Vol.32, Iss.1, pp.3-19. J.M. Yusof, R. Musa, S.A. Rahman, 2010, Functional Store Image and Corporate Social Responsibility Image: A Congruity Analysis on Store Loyalty, World Academy of Science Engineering and Technology, Vol.7 Iss.77, pp. 1233–1240 Jones. T, Sasser Jr. E.W, 1995. Why satisfied Customers Defect. Harvard Business Review. Vol. 73, No. 6, pp. 88-99. Jutterström. M, Norberg. P, 2011. Företagsansvar- CSR som managementidé. Studentlitteratur AB: Hungary L.M. McDonald, C.H Lai, 2010, Impact of corporate social responsibility initiatives on Taiwanese banking customers, International Journal of Bank Marketing, Vol.29 Iss.1, pp.50–63 Lafferty. B, Barbara. A, Ronald, E. G, 1999. Corporate credibility's role in consumers' attitudes and purchase intentions when a high versus a low credibility endorser is used in the ad. Journal of Business Research, Vol.44, Iss: 2,pp. 109–116. Lichtenstein, Donald R, Minette E. Drumwright, Bridgette M. Braig, 2004. The Effect of Corporate Social Responsibility on Customer Donations to Corporate-Supported Non-profits. Journal of Marketing. Vol.68, pp.16-32. Lovelock. C. H, Stiff. R., Cullwick, D, Kaufman, I. M, 1976. An Evaluation of the Effectiveness of Drop-Off Questionnaire Delivery, Journal of Marketing Research, Vol. 13 iss. 4, 358-364 Malhotra, N.K, 2010. Marketing Research: an applied orientation. Pearson; New Jersey. Mandhachitara. R, Poolthong. Y, 2011, A model of customer loyalty and corporate social responsibility, Journal of Services Marketing, Vol. 25 Iss 2 pp. 122 – 133 Marta De La Cuesta, Carmen Valor, 2003. Social Responsibilities of Business: Concept, Measurement, Development in Spain. Economic Bulletin No. 2755, pp.13-14. Martenson. R., 2007, Corporate brand image, satisfaction and store loyalty: A study of the store as a brand, store brands and manufacturer brands. International Journal of Retail & Distribution Management, Vol.35 (7), pp. 544-555. McBarnet. D, 2007. Corporate Social Responsibility: Beyond Law, Through Law, For Law: The New Corporate Accountability. Published by Cambridge University Press: UK Mohr L.A, Webb D.J, 2005. The Effects of CSR and Price on Consumer Responses. Journal of Consumer Affairs. Vol.39, Iss:1, pp.121-47. Nasir. E, Halim. N, Sallem. R, Jasni. N. Aziz. N, 2015, Corporate Social Responsibility: An Overview from Malaysia, Journal of Applied Environmental and Biological Sciences, Vol.4, pp.82-87 Neu. D, Warsame. H, Pedwel, K, 1998. Managing Public Impressions: Environmental Disclosures in Annual Reports. Accounting. Organizations and Society. Vol. 23, No. 3, pp. 265- 282 Oliver. R., 1999. Whence Consumer Loyalty? Journal of Marketing. Vol. 63, pp. 33-44. Oliver. C, 1997, Sustainable Competitive Advantage: Combining Institutional Resource Based View, Strategic Management Journal, Vol.18, iss.9, pp.697-713 Pallant. J, 2006, SPSS Survival Manual: a step by step guide to data analysis using SPSS, 4th Edition, Crows Nest, New South Wales. Pan. Y, Sheng. S, Xie. F, 2011. Antecedents of customer loyalty: An empirical synthesis and re-examination. Journal of Retailing and Consumer Services. Vol. 19, pp. 150-158. Pinkston T.S, Carroll. A.B, 1996, A Retrospective Examination of CSR Orientation: Have they changed? Journal of Business Ethics, Vol.15, Iss.2, pp.199-226 Porter. M, Kramer. M.R, 2006. Strategy and Society: The Link between Competitive Advantage and Corporate Social Responsibilities. Harvard Business Review. No.12 (Dec 2006), pp.78-92. Porter. M.E, Van der Linde. C, 1995, Green and competitive: ending the stalemate, Harvard Business Review, 73 (5) (1995), pp. 120–133 Rahim. A.R, Jalaludin. F.W, Tajuddin. K., 2011.The Importance of CSR on Consumer Behaviour in Malaysia. Asian Academy of Management Journal. Vol16, No.1, pp. 119-139. Rahman .S, 2011, Evaluation of Definitions: Ten Dimensions of CSR. World Review of Business Research. Vol.1, No.1, pp. 166-176. Rahman. N.H, Zain.M. Yaakop. N.H, Haj. Y, 2011, CSR disclosures and its determinants: evidence from Malaysian government link companies, Social Responsibility Journal, Vol. 7, Iss 2, pp. 181-201 Ramasamy. B, Yeung. M, 2009, Chinese Consumers’ Perception of Corporate Social Responsibility (CSR), Journal of Business Ethics, Vol.88, pp. 119–132 Rashid. M, Abdeljawad .I, Ngalim. S.M, Hassan. M.K, 2013, Customer‐centric corporate social responsibility : A framework for Islamic banks on ethical efficiency, Management Research Review 2013 36:4 , 359-378 Reichheld, F, Sasser, W. 1990. Zero Defections: Quality Comes to Services. Harvard Business Review. pp. 105-111. Saleh. M, 2009. Corporate Social Responsibility Disclosure in an Emerging Market: A Longitudinal Analysis Approach. International Business Research. Vol.2, Iss: 1, pp.131-141. Saunders. M , Adrian Thornhill, Philip Lewis, 2009, Research Methods for Business Students, 5th Edition, Prentice Hall. Sen, S, Bhattacharya, C, 2001. Does Doing Good Always Lead to Doing Better? Consumer Reactions to Corporate Social Responsibility. Journal of Marketing Research. Vol. 38, No. 2, pp.225-243. Simcic Bronn, P, Belliu Vrioni, A, 2001. Corporate social responsibility and causerelated marketing: an overview. International Journal of Advertising. Vol. 20, pp. 207–222. Slaper, F. T, Hall. J. T, 2011. The Triple Bottom Line: What Is It and How Does It Work? Indiana Business Review. Vol. 86, Issue 1, pp. 4-8. Smith. R.E, 2011, Defining CSR: A System Approach for Socially Responsible Capitalism, Master of Philosophy Thesis. Sukh. D, 2006, Corporate Social Responsibility: Understanding the metaphor, Accountants Today, August 2006, pp.25-27. Tay.K.L, 2005. CSR Challenges and Trends in Corporate Malaysia. Management and Accounting-Accounting Today. pp.40-43. Tay,.K.L.,2005, Making a business case to drive CSR, Accountants Today, July, pp. 18-20. The Star, 2007, CSR support port growth, November 26. Tingchi. M. Wong .L.I Rongwei. I, Tseng. T.H, 2014, Do perceived CSR initiatives enhance customer preference and loyalty in casinos? International Journal of Contemporary Hospitality Management, Vol. 26 Iss 7 pp. 1024–1045 Valor. C, 2007. The influence of information about labour abuses on consumer choice of clothes: a grounded theory approach, Journal of Marketing Management, Vol.23, pp. 675–69 Wernerfelt, B., 1991. Brand Loyalty and Market Equilibrium. Marketing Science. Vol. 10, No. 3, pp. 229-245. Yakcop .N.M, 2004. CSR & SRI: The way forward for Malaysia. Paper presented at the Joint UK-Malaysia Corporate Social Responsibility Conference, CSR: Creating Greater Competitive Advantage. Securities Commission, Bukit Kiara, Kuala Lumpur, Malaysia, 21-22 June. Yusof. J.M, Manan H.A, Karim. N.A, Kassim. A.N, 2015. Customer’s Loyalty Effects of CSR Initiatives. Procedia-Social and Behavioural Sciences. Vol.170, pp.109-119. Website AEON Co. (M), 2013. Retrieved from http://www.aeonmalaysia.com.my/acs/static/pdf/ aeon_anuual_report_2013.pdf [Accessed on 20 March 2015]. Altman. W, 2007. Working for the Greater Good? Retrieved from www.theiet.org/management [Accessed on 12 December 2014]. Banarjee. S, 2007 Retrieved from: http://fortune.com/fortune500/2007/ [Accessed on 2 March 2015] Bursa Malaysia, 2006. Retrieved from http://bursa.listedcompany.com/news.rev/id/ 22778 [Accessed on 24 April 2015] Cone, 2009 Retrieved from http://www.conecomm.com/research-from-cone?topic =4603 &page=2 [Accessed 17 May 2015] Costabile. M, 2001, A dynamic model of customer loyalty, Retrieved from http://www.impgroup.org/uploads/papers/43.pdf [Accessed on 5 April 2015]. Edelman Trust Barometer, 2011. Retrieved from http://www.edelman.com/2015-edelman-trust- barometer/ [Accessed on 17 May 2015] European Commission, 2011. Retrieved from http://ec.europa.eu/ enterprise/policies/ sustainable-business/corporate-social-responsibility/ [Accessed on 12 December 2014]. McKinsey and Association, 2006. Retrieved from http://www.mckinsey.com/insights [Accessed on 17 May 2015] Sakhti .P, 2013. Giving Back to the Society. Retrieved from http://retailasiaonline.com/ magazine/archive/2013/ [Accessed on 20 March 2015] Security Commission, 2015. Retrieved from http://www.sc.com.my/corporateresponsibility/ [Accessed on 20 March 2015]

The relationship of corporate social responsibilities initiatives and consumer loyalty

Similar Items