Impact of corporate social responsibility on customer satisfaction (telecom industry)

Abstract

Our final degree project is about telecom sector and targeting three higher market shares, Mobilink, Ufone, & Telenor. We discussed about Customer Social responsibility(CSR) which is core of any telecom subscriber now a days. We tried to establish relationship between CSR and Brand Image and as well as with customer satisfaction. Our research methodology was based on both qualitative and quantitative. Our research tool was questionnaire which was distributed among random users of target companies which was gathered and evaluated as per project requirement with the help of simple graphs and SPSS. All results were than compared and created relationship between all desired segments. With the help of our research we can say that there is positive significant relationship between CSR and Brand Image and which than effects brand image and customer satisfaction. So CSR is the origin of sequential process which ends up to customer satisfaction and effect would be relevant to the actions taken for CSR activities.