Customer Awareness of the Social Responsibility and Its Relation to Loyalty

Khaled Alafi

International Journal of Business and Management, 2018, vol. 13, issue 6, 144

Abstract: Purpose- To discover the extent to which customers understand the social responsibility practices by Telecom companies operating in Jordan and their loyalty to these companies.Methodology- A case study questionnaire was administered to 380 respondents dealing with Telecom companies operating in Jordan those companies play a significant role in Jordan economy over a month in 2017, with results from Likert scalesAnalysis using descriptive analysis and correlation to analyze customers awareness and loyalty toward telecom companies operating in Jordan practicing social responsibility. Results- Analysis of 380 suitable responses found no statistically significant differences at the level of (α ≤ 0.05) in customer awareness of social responsibility practices in telecom companies according to the variables of the current study and no statistically significant differences at the level of (α ≤ 0.05) in the loyalty of customers toward telecom companies ,it also found a positive correlation of statistical significance at the level of (α ≤ 0.05) between customers awareness and the social responsibility of telecommunications companies and their loyalty to those companies.Recommendations- (1) Telecomm companies should continually improve to achieve a high level of social responsibility as well as achieve greater loyalty from their customers (2) Telecom companies should do what is necessary to raise the customers awareness level of social responsibility through the advertising and action of their front line employees.

Date: 2018
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