Investigating the Effect of Social Responsibility on Customer Satisfaction with the Emphasis on the Mediating Role of Ethical Consumption Behavior (Case study: clothing consumers in Ilam City)

Document Type : Research Paper

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10.22034/farhang.2021.133914

Abstract

In today's competitive world, creating and maintaining customer satisfaction and loyalty is critical to the sustainability of organizations; therefore, the attention of social responsibility by organizations in order to create satisfaction in day-to-day customers is increasing. The purpose of this study, which is applied in terms of purpose and descriptive-survey in terms of method, was to investigate the effect of social responsibility on customer satisfaction with the emphasis on the mediating role of ethical consumption behavior. In this regard, 384 clothing consumers in the city of Ilam were selected as a statistical sample using the Cochran's formula. A standard questionnaire was used to collect data. Data analysis was performed using structural equation modeling technique and Spss and Smart Pls software. The results showed that corporate social responsibility has a direct impact on purchasing satisfaction and ethical consumption behavior. Social responsibility also indirectly affects customer satisfaction with the purchase through the mediation of ethical consumption behavior.

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