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Corporate Social Responsibility and Organizational Performance Mediated by Customers Satisfaction: Corporate Social Responsibility and Organizational Performance
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Author(s): Ali Shaibu (Islamic University College, Ghana), Geoffrey Norman Tumwine (Kyambogo University, Uganda), Mohammed Kassim (Islamic University College, Ghana), Anas Sandow Seidu (University of Business and Integrated Development Studies, Ghana)and Hajara Mohammed (Islamic Finance Research Institute, Ghana)
Copyright: 2025
Pages: 30
Source title:
Corporate Risk Mitigation Through Socially Responsible Governance
Source Author(s)/Editor(s): Rana Yassir Hussain (University of Education, Lahore, Pakistan), Sikandar Ali Qalati (School of Business, Liaocheng University, Shandong, China)and Haroon Hussain (Malik Firoz Khan Noon Business School, University of Sargodha, Pakistan)
DOI: 10.4018/979-8-3693-5733-0.ch002
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Abstract
Institutions in Ghana nowadays are beginning to realize the significance of corporate social responsibility (CSR) and its relevance to the society. Many studies today have linked corporate social responsibility activities to customer satisfaction and organizational performance. The main objective of this paper is to determine the mediating role of customer satisfaction on the relationship between corporate social responsibility activities and organizational performance in some organizations in Ghana. A cross sectional design was employed, the sample size was 246 and the respondents were selected on a convenient basis from different organizations. Data were analyzed using the structural equation model and partial least squares. Findings from this study indicated that the more an organization embarks on CSR activities the more the customers will be satisfied with the organization thereby increasing to organizational performance. The study also shows that customer satisfaction has positive influence on organizational performance.
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