Effects of perceived corporate social responsibility practices on customers’ satisfaction and perceived value – A study in the food industry in Vietnam

Le Thi Thanh Xuan (), Tran Tien Khoa and Nguyen Pham Nhu An
Additional contact information
Le Thi Thanh Xuan: Ho Chi Minh City University of Technology, Vietnam National University HCMC, Vietnam
Tran Tien Khoa: International University, Vietnam National University HCMC, Vietnam
Nguyen Pham Nhu An: Ho Chi Minh City University of Technology, Vietnam National University HCMC, Vietnam

HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - ECONOMICS AND BUSINESS ADMINISTRATION, 2017, vol. 7, issue 2, 3-14

Abstract: The main purpose of this study is to investigate the effects of perceived Corporate Social Responsibility (CSR) practices on customers’ satisfaction and perceived value. According to the result of the literature review, the studied CSR practices include environmental protection, customer protection, community, HR policies, price, product quality, relationship selling, empathy, and fulfill expectations. To address the research objective, the present study proposed two following research questions: (1) What are factors of CSR practices impacting customers’ satisfaction?; and (2) How do these factors influence customer satisfaction and perceived value? The study approached 236 customers of the food industry to conduct a survey empirically and tested the proposed hypotheses using structural equation modeling. The research findings show that (1), in Vietnamese customers perceptions, Perceived price, Perceived quality and Empathy are three components of CSR practices; (2) these components have positive impacts on Customer satisfaction; and (3) Customer satisfaction has a positive relationship with customers’ perceived value. These findings help to enrich the CSR literature in developing countries like Vietnam, and to confirm the findings of previous studies. Moreover, from the research findings, the present study suggested some managerial implications for firms in the food industry relating to price, product quality and empathy.

Keywords: Corporate social responsibility; Customers’ satisfaction; Food industry; Perceived value; Vietnam (search for similar items in EconPapers)
Date: 2017
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://journalofscience.ou.edu.vn/index.php/econ-en/article/view/181/147 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:bjw:econen:v:7:y:2017:i:2:p:3-14

DOI: 10.46223/HCMCOUJS.econ.en.7.2.181.2017

Access Statistics for this article

HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - ECONOMICS AND BUSINESS ADMINISTRATION is currently edited by Nguyen Thuan

More articles in HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - ECONOMICS AND BUSINESS ADMINISTRATION from HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE, HO CHI MINH CITY OPEN UNIVERSITY
Bibliographic data for series maintained by Vu Tuan Truong ().