The Mediation Effect of Customer Satisfaction in the Relationship between CSR and Financial Performance: An Empirical Study in Large Companies in Serbia

IF 3.3 3区环境科学与生态学 Q2 ENVIRONMENTAL SCIENCES

Sustainability Pub Date : 2024-09-17 DOI:10.3390/su16188113

Marko Aleksić, Branimir Kalaš, Nenad Đokić, Nikola Milićević, Nemanja Berber

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引用次数: 0

Abstract

Although corporate social responsibility (CSR) can be examined from the point of view of the fundamental philosophy of business and society, many companies focus solely on profit. The main goal of this research is the investigation of the relationship between CSR and organizational financial performance, and the role of customer satisfaction in the proposed relationship. To investigate the proposed relationships, PLS–SEM analysis was performed using the statistical software Smart PLS. The sample used for this study consists of 165 large companies that operate in the Republic of Serbia, each with more than 250 employees (large organizations). The obtained results showed that in companies in Serbia, there is a positive and statistically significant relationship between CSR and customer satisfaction and a positive but statistically insignificant relationship between CSR and financial performance. Regarding the mediating role of customer satisfaction in explaining the relationship between CSR and financial performance, a positive full mediation relationship was found. Theoretical and managerial implications are also provided.

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客户满意度在企业社会责任与财务绩效关系中的中介效应：塞尔维亚大型企业的经验研究

尽管企业社会责任（CSR）可以从商业和社会的基本理念角度进行考察，但许多公司只关注利润。本研究的主要目标是调查企业社会责任与组织财务绩效之间的关系，以及客户满意度在拟议关系中的作用。为了研究提出的关系，使用统计软件 Smart PLS 进行了 PLS-SEM 分析。本研究使用的样本包括在塞尔维亚共和国运营的 165 家大型公司，每家公司都拥有 250 名以上员工（大型组织）。研究结果表明，在塞尔维亚的公司中，企业社会责任与客户满意度之间存在统计意义上的显著正相关关系，而企业社会责任与财务业绩之间存在统计意义上的不显著正相关关系。关于客户满意度在解释企业社会责任与财务业绩之间关系中的中介作用，研究发现两者之间存在正向的完全中介关系。研究还提供了理论和管理方面的启示。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Sustainability ENVIRONMENTAL SCIENCES-ENVIRONMENTAL SCIENCES

CiteScore

6.80

自引率

20.50%

发文量

14120

审稿时长

17.72 days

期刊介绍： Sustainability (ISSN 2071-1050) is an international and cross-disciplinary scholarly, open access journal of environmental, cultural, economic and social sustainability of human beings, which provides an advanced forum for studies related to sustainability and sustainable development. It publishes reviews, regular research papers, communications and short notes, and there is no restriction on the length of the papers. Our aim is to encourage scientists to publish their experimental and theoretical research relating to natural sciences, social sciences and humanities in as much detail as possible in order to promote scientific predictions and impact assessments of global change and development. Full experimental and methodical details must be provided so that the results can be reproduced.