Understanding digital social responsibility's impact on purchase intention: insights from consumer engagement, brand loyalty and Generation Y consumers

Abstract

PurposeThe study specifically seeks to comprehend the impact of online corporate social responsibility (CSR) initiatives on consumer behaviour, with a focus on Generation Y consumers. It also aims to examine how, particularly within Ghanaian manufacturing firms, the views of Generation Y consumers regarding digital social responsibility (DSR), and how it moderates the relationship between brand loyalty and purchase intention.Design/methodology/approachThis study takes a quantitative approach, using information gathered via a survey questionnaire from 611 Generation Y consumers in Ghana. Examining the connections between DSR, customer engagement, brand loyalty and purchase intention is the main goal of the investigation. Structural equation modelling (SEM) methods are used in the study to examine the data gathered and verify the proposed linkages.FindingsThe study reveals a strong positive relationship between corporate social responsibility (DSR) and purchase intention, mediated by consumer engagement and brand loyalty. However, it does not suggest Generation Y's attitudes towards DSR moderating this relationship. The study underscores the importance of DSR for Ghanaian manufacturing businesses.Originality/valueBy studying the relatively unexplored idea of DSR and its effects on consumer behaviour in developing nations – especially in the context of Ghanaian manufacturing enterprises – this study adds to the body of current work. This study sheds light on the ways in which DSR affects Generation Y customers' intentions to buy by examining the mediating roles of brand loyalty and consumer engagement.