Investigating online loyalty, attitude, credibility and moderating role of moral identity from CRM perspective

Harishchandra Singh Rathod, Vijayendra Gupta, Richa Shreevastava, Ashwin Jadeja and Krishnaba Vaghela

International Journal of Internet Marketing and Advertising, 2025, vol. 22, issue 4, 441-459

Abstract: Cause-related marketing (CRM) is widely acknowledged as a promotional marketing tool across emerging markets. CRM is a promotional activity where the company partners with a charity organisation to donate to a particular cause by purchasing a specific product. The increased competition has led online businesses to pay attention to credibility because it becomes a point for successfully realising CRM marketing strategy. Past studies have focused on the western context, and less research has been carried out in the Indian context. In the first stage of the study, we investigate the effect of company, brand and charity credibility on attitude toward the brand in the CRM context. Next, we investigate the impact of CRM brand attitude on online customer loyalty. IBM-SPSS-AMOS 22 software analysed 608 respondents through the structural equation modelling method. The results of this study have established the effect of company credibility, brand credibility and charity credibility on attitude toward CRM and its subsequent impact on online customer loyalty. Furthermore, our research ascertained the moderating role of moral identity on attitude toward CRM and online customer loyalty. The findings of this study would guide Indian marketers and retailers alongside charity managers to design effective CRM campaigns.

Keywords: online customer loyalty; attitude toward CRM; company credibility; brand credibility; charity credibility; moral identity. (search for similar items in EconPapers)
Date: 2025
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