Customer satisfaction is of a strategic importance to many companies. However, the study of corporate social responsibility has been the object of discuss as regards the growth of any business enterprise. The main motive behind corporate social responsibility CSR is the enormous and tremendous potential benefits that firms and organisations can derive when they are perceived as being socially responsible by their stakeholders.

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Among this stakeholder group, consumers deserve special attention because; corporate social responsibility (CSR) programs have a significant influence on customer-related outcomes and reactions because in today’s competitive market environment, corporate social responsibility (CSR) represents a high-profile notion that has strategic importance to many companies and organizations. Corporate social responsibility is one of the process by which an organization expresses and develops its ‘corporate culture’ and social consciousness.

Corporate Social Responsibility

In its broad sense corporate social responsibility can be defined as firm’s activities and status related to its obligations toward its stakeholders and society at large. Corporate social responsibility is a type of international private business self-regulation that aims to contribute to societal goals of a philanthropic, activist, or charitable nature by engaging in or supporting volunteering or ethically-oriented practices.

Customer Satisfaction

Customer satisfaction is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as an overall evaluation based on the total purchase and consumption experience with the good or service over time

Social Responsibility And Customer Satisfaction

Customer satisfaction has been one of the top tools for a successful business. At a glance, customer satisfaction is a crucial component of a business strategy as well as customer retention and product repurchase. The perception of your customers as regards your product and services is of outmost importance for the retention and continual patronage by your customers. Therefore, Strategic corporate social responsibility (CSR) implies that corporate social responsibility (CSR) activities have the potential to improve corporate image and increase motivation and loyalty primarily among various stakeholder groups including shareholders, employees and customers. Thus, more and more companies today consider the adoption of corporate social responsibility (CSR) initiatives as an important strategic objective.
In addition, given that perceived value and customer knowledge are acknowledged as possible antecedents of customer satisfaction it is not surprising that corporate social responsibility (CSR) activities, through both adding value to the company and improving customer knowledge, promote customer satisfaction. It is an established fact that Customers are likely to be more satisfied by products and services offered by socially responsible firms. However, not only that there exists a direct link between corporate social responsibility (CSR) and customer satisfaction but that customer satisfaction fully mediates the relationship between corporate social responsibility (CSR) and firm market value. Firms must understand that Customer satisfaction is a barometer that predicts the future customer behavior.

Conclusion

Conclusively, when an organization wins a customer it should continue to build up a good relationship with the client. Providing the quality of goods and services in the business world today is not only about satisfying the customers but also to have a safe position. Indeed, this has benefited the customers significantly on consuming qualitative products.