The Effect of Unified Globalised Corporate Social Responsibility Strategy on Customer Loyalty

Abstract

Research Background: In this modern world, every person needs a specific medium of information in order to survive with the communication means which is effectively and easily answered by the means of telecommunication. In this fast and rapidly moving world, the telecommunication sector has become a main tool to share and communicate information from one end to another. It bridges the gap between people irrespective of cities, countries or continents. During such modern and fast paced telecommunication times, a well devised customer social responsibility is known as catalyst that can significantly elevate the business operations for any telecommunication organizations in this sector. In order to advance in this rapidly growing technical market every telecommunication company is trying to maintain strong relationships with the customers in order to provide better service quality and develop new market strategies. The author suggests that telecommunication service providers must work on customer social responsibility strategies and policies that immensely reflects a significant impact towards customer loyalty. Purpose of the article: To examine that how corporate social responsibility in lieu with service quality and customer satisfaction affects the customer loyalty in telecommunication sector. This article also highlights the customer behaviour towards CSR policies and what significance value added services have on the customer accordingly. Methods: The author used descriptive statistics employed to analyse survey. Based on the finding the author has prepared the analysis and result. Finding & Value added: Implementing the CSR practice that is corporate social responsibility and better customer service quality, a telecommunication company can increase customer loyalty.

Keywords

• customer
• telecommunication
• loyalty
• csr