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The Impact of Corporate Social Responsibility on Customer Satisfaction of Electric Vehicles in Changsha City, Hunan Province, China |
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| รหัสดีโอไอ | |
| Creator | Zhang Yi |
| Title | The Impact of Corporate Social Responsibility on Customer Satisfaction of Electric Vehicles in Changsha City, Hunan Province, China |
| Contributor | Lavan Tonesakulrungruang, Siriporn Sajjanand, Supattra Chantanasiri |
| Publisher | Luangporyai Association |
| Publication Year | 2566 |
| Journal Title | International Journal of Multidisciplinary in Management and Tourism |
| Journal Vol. | 7 |
| Journal No. | 2 |
| Page no. | 149-162 |
| Keyword | Corporate social responsibility, Customer satisfaction, Corporate reputation, Customer perceived value, Electrical Vehicle |
| URL Website | https://so03.tci-thaijo.org/index.php/ijmmt |
| Website title | https://so03.tci-thaijo.org/index.php/ijmmt |
| ISSN | 2730-3306 |
| Abstract | The evolution of science and technology makes it easy to check product quality. However, to satisfy customers, a tool can only do so. This article aimed to 1) study the factors that affect customer satisfaction; 2) study the relationships between influence factors and customer satisfaction; and 3) build a model of the relationship between corporate social responsibility and customer satisfaction in Chinese electric vehicle enterprises. This is a research mixed method. In the quantitative research, the sample was 405 electric vehicle customers in Changsha City, Hunan Province, China. They were selected by a straightforward method. A questionnaire that asked respondents for personal information and their views on corporate social responsibility, customer satisfaction, and corporate reputation value served as the data collection tool. The qualitative research method is in-depth interviews, mainly with seven experts: four managers from electric vehicle enterprises, one expert from the government's supervision department in Changsha City, Hunan Province, and two university professors. The instrument for collecting data was the depth of the discussion. Analysis of data by descriptive statistics and content analysis. The research results were found as follows:1. Corporate social responsibility positively impacts corporate reputation, customer perceived value, and customer satisfaction.2. Corporate social responsibility contributes positively to consumer satisfaction through the intermediary variables of corporate reputation and customer perceived value. It is concluded that corporate social responsibility contributes positively to consumer satisfaction through the intermediary variables of corporate reputation and customer-perceived value3. A new model has been established to improve customer satisfaction through corporate social responsibility implementation. |
