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How to cite this paper
APA: Thuong, L., Hung, H., Vu, N & Huong, N. (2026). The impact of corporate social responsibility on customer loyalty in the textile industry: The mediating role of customer satisfaction. Decision Science Letters, 15(3), 797-808.
Chicago/Turabian: Thuong, L., Hung, H., Vu, N & Huong, N. 2026. "The impact of corporate social responsibility on customer loyalty in the textile industry: The mediating role of customer satisfaction." Decision Science Letters 15, no. 3 (2026): 797-808.
AMA: Thuong, L., Hung, H., Vu, N & Huong, N. The impact of corporate social responsibility on customer loyalty in the textile industry: The mediating role of customer satisfaction. Decision Science Letters. 2026;15(3):797-808.
References
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Akbar, M., & Parvez, N. (2009). Impact of service quality, trust, and customer satisfaction on customers’ loyalty. ABAC Journal, 29(1), 24–38.
Al-Ghamdi, S., & Badawi, N. (2019). Do corporate social responsibility activities enhance customer satisfaction and customer loyalty? Evidence from the Saudi banking sector. Cogent Business & Management, 6(1). https://doi.org/10.1080/23311975.2019.1662932
Ali, H., Danish, R. Q., & Asrar‐ul‐Haq, M. (2019). How corporate social responsibility boosts firm financial performance: The mediating role of corporate image and customer satisfaction. Corporate Social Responsibility and Environmental Management, 26(4), 769–779. https://doi.org/10.1002/csr.1781
Araújo, J., Pereira, I., & Santos, J. (2023). The effect of corporate social responsibility on brand image and brand equity and its impact on consumer satisfaction. Administrative Sciences, 13(5), 118. https://doi.org/10.3390/admsci13050118
Bourdeau, B., Cronin, J. J., & Voorhees, C. M. (2024). Customer loyalty: A refined conceptualization, measurement, and model. Journal of Retailing and Consumer Services, 78, 104020. https://doi.org/10.1016/j.jretconser.2024.104020
Carroll, A. B. (1991). The pyramid of corporate social responsibility: Toward the moral management of organizational stakeholders. Business Horizons, 34(4), 39-48.
Chang, Y., & Yeh, C. (2017). Corporate social responsibility and customer loyalty in intercity bus services. Transport Policy, 59, 38–45. https://doi.org/10.1016/j.tranpol.2017.07.001
Chikazhe, L., Makanyeza, C., & Chigunhah, B. (2021). Understanding mediators and moderators of the effect of customer satisfaction on loyalty. Cogent Business & Management, 8(1). https://doi.org/10.1080/23311975.2021.1922127
Cuesta-Valiño, P., Rodríguez, P., & Núñez-Barriopedro, E. (2019). The impact of corporate social responsibility on customer loyalty in hypermarkets: A new socially responsible strategy. Corporate Social Responsibility and Environmental Management, 26(4), 761–769. https://doi.org/10.1002/csr.1718
Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99–113. https://doi.org/10.1177/0092070394222001
Do Thi, N., Nguyen Thi, N., Tran Thu, H., & Tong Thi, T. T. (2023). The impact of ESG practices on business performance in Vietnam: A study of the textile and garment industry. Research Review International Journal of Multidisciplinary, 8(3), 42–51. https://doi.org/10.31305/rrijm.2023.v08.n03.007
Fitriani, A., Hasibuan, S., Wijaya, M., & Konsumen, K. (2024). Kajian literature: Pengaruh etika bisnis terhadap kepercayaan dan kepuasan konsumen. CEMERLANG: Jurnal Manajemen dan Ekonomi Bisnis, 4(2). https://doi.org/10.55606/cemerlang.v4i2.2591
Hafeez, M., Jahangir, J., Ghafoor, A., & Shahzad, K. (2023). An assessment of corporate social responsibility, customer satisfaction and customer trustworthiness: Does corporate image matter for the Chinese economy? Advances in Economics, Management and Political Sciences, 3. https://doi.org/10.54254/2754-1169/3/2022830
Hassan, Z., & Nareeman, A. (2013). Impact of CSR practices on customer satisfaction and retention: An empirical study on foreign MNCs in Malaysia. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.2327243
Islam, T., Islam, R., Pitafi, A. H., Liang, X., Rehmani, M., Irfan, M., & Mubarak, M. (2021). The impact of corporate social responsibility on customer loyalty: The mediating role of corporate reputation, customer satisfaction, and trust. Sustainable Production and Consumption, 25, 123–135. https://doi.org/10.1016/j.spc.2020.07.019
Le, T., Nguyen, T., Phan, T., Tran, M., Phung, X., Tran, T., & Giao, K. (2019). Impact of corporate social responsibility on supply chain management and financial performance in Vietnamese garment and textile firms. Uncertain Supply Chain Management, 7(4), 679–690.
Lee, C. (2019). Does corporate social responsibility influence customer loyalty in the Taiwan insurance sector? The role of corporate image and customer satisfaction. Journal of Promotion Management, 25(1), 43–64. https://doi.org/10.1080/10496491.2018.1427651
Lee, S., Han, H., Radic, A., & Tariq, B. (2020). Corporate social responsibility (CSR) as a customer satisfaction and retention strategy in the chain restaurant sector. Journal of Hospitality and Tourism Management, 45, 348–358. https://doi.org/10.1016/j.jhtm.2020.09.002
Leninkumar, V. (2017). The relationship between customer satisfaction and customer trust on customer loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4), 450–465. https://doi.org/10.6007/ijarbss/v7-i4/2821
Maignan, I. (2001). Consumers' perceptions of corporate social responsibilities: A cross-cultural comparison. Journal of business ethics, 30(1), 57-72.
Markovic, S., Iglesias, O., Singh, J. J., & Sierra, V. (2018). How does the perceived ethicality of corporate services brands influence loyalty and positive word-of-mouth? Journal of Business Ethics, 148(4), 721–740. https://doi.org/10.1007/s10551-015-2985-6
Nguyen, T. L. A., & Vo, T. L. H. (2023). Corporate social responsibility in the Vietnamese T&A supply chain: An investigation of practices. Journal of Trade Science, 74–88. https://doi.org/10.54404/jts.2023.11.01.07
Oliver, R. L. (1977). Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. Journal of applied psychology, 62(4), 480.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 17(4), 460-469.
Park, E. (2019). Corporate social responsibility as a determinant of corporate reputation in the airline industry. Journal of Retailing and Consumer Services, 47, 215–221. https://doi.org/10.1016/j.jretconser.2018.11.013
Park, E., Kim, K., & Kwon, S. J. (2017). Corporate social responsibility as a determinant of consumer loyalty. Journal of Business Research, 76, 8–13. https://doi.org/10.1016/j.jbusres.2017.02.017
Pérez, A., & Bosque, I. R. (2015). Corporate social responsibility and customer loyalty: Exploring the role of identification, satisfaction and type of company. Journal of Services Marketing, 29(1), 15–25. https://doi.org/10.1108/JSM-10-2013-0272
Sarango Gómez, E. N., Vásquez Cedeño, F. A., & Bonisoli, L. (2024). Responsabilidad social corporativa y lealtad a la marca: Un análisis empírico. Journal Business Science, 5(1), 53–68. https://doi.org/10.56124/jbs.v5i1.004
Sharma, A., Gupta, J., Gera, L., Sati, M., & Sharma, S. (2020). Relationship between customer satisfaction and loyalty. Managerial Marketing eJournal. https://doi.org/10.2139/ssrn.3913161
Shin, Y., & Thai, V. V. (2015). The impact of corporate social responsibility on customer satisfaction, relationship maintenance and loyalty in the shipping industry. Corporate Social Responsibility and Environmental Management, 22(6), 381–392. https://doi.org/10.1002/csr.1352
Simon, N. (2023). Corporate social responsibility practices: A study of CSR impact on branding and customer satisfaction. Corporate Governance and Organizational Behavior Review, 7(3), 89–97. https://doi.org/10.22495/cgobrv7i3sip2
Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business & Management, 8(1). https://doi.org/10.1080/23311975.2021.1937847
Wang, C. (2018). Corporate social responsibility on customer behaviour: The mediating role of corporate image and customer satisfaction. Total Quality Management & Business Excellence, 31(7–8), 742–760. https://doi.org/10.1080/14783363.2018.1444985
Wang, X. (2025). An analysis of the correlation between CSR practices and brand loyalty based on consumer perceptions. Frontiers in Business, Economics and Management, 20(3), 69–72. https://doi.org/10.54097/bg3dna57
Watson, G. F., Beck, J. T., Henderson, C. M., & Palmatier, R. W. (2015). Building, measuring, and profiting from customer loyalty. Journal of the Academy of Marketing Science, 43(6), 790–825. https://doi.org/10.1007/s11747-015-0439-4
Yum, K., & Yoo, B. (2023). The impact of service quality on customer loyalty through customer satisfaction in mobile social media. Sustainability, 15(14), 11214. https://doi.org/10.3390/su151411214
Akbar, M., & Parvez, N. (2009). Impact of service quality, trust, and customer satisfaction on customers’ loyalty. ABAC Journal, 29(1), 24–38.
Al-Ghamdi, S., & Badawi, N. (2019). Do corporate social responsibility activities enhance customer satisfaction and customer loyalty? Evidence from the Saudi banking sector. Cogent Business & Management, 6(1). https://doi.org/10.1080/23311975.2019.1662932
Ali, H., Danish, R. Q., & Asrar‐ul‐Haq, M. (2019). How corporate social responsibility boosts firm financial performance: The mediating role of corporate image and customer satisfaction. Corporate Social Responsibility and Environmental Management, 26(4), 769–779. https://doi.org/10.1002/csr.1781
Araújo, J., Pereira, I., & Santos, J. (2023). The effect of corporate social responsibility on brand image and brand equity and its impact on consumer satisfaction. Administrative Sciences, 13(5), 118. https://doi.org/10.3390/admsci13050118
Bourdeau, B., Cronin, J. J., & Voorhees, C. M. (2024). Customer loyalty: A refined conceptualization, measurement, and model. Journal of Retailing and Consumer Services, 78, 104020. https://doi.org/10.1016/j.jretconser.2024.104020
Carroll, A. B. (1991). The pyramid of corporate social responsibility: Toward the moral management of organizational stakeholders. Business Horizons, 34(4), 39-48.
Chang, Y., & Yeh, C. (2017). Corporate social responsibility and customer loyalty in intercity bus services. Transport Policy, 59, 38–45. https://doi.org/10.1016/j.tranpol.2017.07.001
Chikazhe, L., Makanyeza, C., & Chigunhah, B. (2021). Understanding mediators and moderators of the effect of customer satisfaction on loyalty. Cogent Business & Management, 8(1). https://doi.org/10.1080/23311975.2021.1922127
Cuesta-Valiño, P., Rodríguez, P., & Núñez-Barriopedro, E. (2019). The impact of corporate social responsibility on customer loyalty in hypermarkets: A new socially responsible strategy. Corporate Social Responsibility and Environmental Management, 26(4), 761–769. https://doi.org/10.1002/csr.1718
Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99–113. https://doi.org/10.1177/0092070394222001
Do Thi, N., Nguyen Thi, N., Tran Thu, H., & Tong Thi, T. T. (2023). The impact of ESG practices on business performance in Vietnam: A study of the textile and garment industry. Research Review International Journal of Multidisciplinary, 8(3), 42–51. https://doi.org/10.31305/rrijm.2023.v08.n03.007
Fitriani, A., Hasibuan, S., Wijaya, M., & Konsumen, K. (2024). Kajian literature: Pengaruh etika bisnis terhadap kepercayaan dan kepuasan konsumen. CEMERLANG: Jurnal Manajemen dan Ekonomi Bisnis, 4(2). https://doi.org/10.55606/cemerlang.v4i2.2591
Hafeez, M., Jahangir, J., Ghafoor, A., & Shahzad, K. (2023). An assessment of corporate social responsibility, customer satisfaction and customer trustworthiness: Does corporate image matter for the Chinese economy? Advances in Economics, Management and Political Sciences, 3. https://doi.org/10.54254/2754-1169/3/2022830
Hassan, Z., & Nareeman, A. (2013). Impact of CSR practices on customer satisfaction and retention: An empirical study on foreign MNCs in Malaysia. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.2327243
Islam, T., Islam, R., Pitafi, A. H., Liang, X., Rehmani, M., Irfan, M., & Mubarak, M. (2021). The impact of corporate social responsibility on customer loyalty: The mediating role of corporate reputation, customer satisfaction, and trust. Sustainable Production and Consumption, 25, 123–135. https://doi.org/10.1016/j.spc.2020.07.019
Le, T., Nguyen, T., Phan, T., Tran, M., Phung, X., Tran, T., & Giao, K. (2019). Impact of corporate social responsibility on supply chain management and financial performance in Vietnamese garment and textile firms. Uncertain Supply Chain Management, 7(4), 679–690.
Lee, C. (2019). Does corporate social responsibility influence customer loyalty in the Taiwan insurance sector? The role of corporate image and customer satisfaction. Journal of Promotion Management, 25(1), 43–64. https://doi.org/10.1080/10496491.2018.1427651
Lee, S., Han, H., Radic, A., & Tariq, B. (2020). Corporate social responsibility (CSR) as a customer satisfaction and retention strategy in the chain restaurant sector. Journal of Hospitality and Tourism Management, 45, 348–358. https://doi.org/10.1016/j.jhtm.2020.09.002
Leninkumar, V. (2017). The relationship between customer satisfaction and customer trust on customer loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4), 450–465. https://doi.org/10.6007/ijarbss/v7-i4/2821
Maignan, I. (2001). Consumers' perceptions of corporate social responsibilities: A cross-cultural comparison. Journal of business ethics, 30(1), 57-72.
Markovic, S., Iglesias, O., Singh, J. J., & Sierra, V. (2018). How does the perceived ethicality of corporate services brands influence loyalty and positive word-of-mouth? Journal of Business Ethics, 148(4), 721–740. https://doi.org/10.1007/s10551-015-2985-6
Nguyen, T. L. A., & Vo, T. L. H. (2023). Corporate social responsibility in the Vietnamese T&A supply chain: An investigation of practices. Journal of Trade Science, 74–88. https://doi.org/10.54404/jts.2023.11.01.07
Oliver, R. L. (1977). Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. Journal of applied psychology, 62(4), 480.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 17(4), 460-469.
Park, E. (2019). Corporate social responsibility as a determinant of corporate reputation in the airline industry. Journal of Retailing and Consumer Services, 47, 215–221. https://doi.org/10.1016/j.jretconser.2018.11.013
Park, E., Kim, K., & Kwon, S. J. (2017). Corporate social responsibility as a determinant of consumer loyalty. Journal of Business Research, 76, 8–13. https://doi.org/10.1016/j.jbusres.2017.02.017
Pérez, A., & Bosque, I. R. (2015). Corporate social responsibility and customer loyalty: Exploring the role of identification, satisfaction and type of company. Journal of Services Marketing, 29(1), 15–25. https://doi.org/10.1108/JSM-10-2013-0272
Sarango Gómez, E. N., Vásquez Cedeño, F. A., & Bonisoli, L. (2024). Responsabilidad social corporativa y lealtad a la marca: Un análisis empírico. Journal Business Science, 5(1), 53–68. https://doi.org/10.56124/jbs.v5i1.004
Sharma, A., Gupta, J., Gera, L., Sati, M., & Sharma, S. (2020). Relationship between customer satisfaction and loyalty. Managerial Marketing eJournal. https://doi.org/10.2139/ssrn.3913161
Shin, Y., & Thai, V. V. (2015). The impact of corporate social responsibility on customer satisfaction, relationship maintenance and loyalty in the shipping industry. Corporate Social Responsibility and Environmental Management, 22(6), 381–392. https://doi.org/10.1002/csr.1352
Simon, N. (2023). Corporate social responsibility practices: A study of CSR impact on branding and customer satisfaction. Corporate Governance and Organizational Behavior Review, 7(3), 89–97. https://doi.org/10.22495/cgobrv7i3sip2
Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business & Management, 8(1). https://doi.org/10.1080/23311975.2021.1937847
Wang, C. (2018). Corporate social responsibility on customer behaviour: The mediating role of corporate image and customer satisfaction. Total Quality Management & Business Excellence, 31(7–8), 742–760. https://doi.org/10.1080/14783363.2018.1444985
Wang, X. (2025). An analysis of the correlation between CSR practices and brand loyalty based on consumer perceptions. Frontiers in Business, Economics and Management, 20(3), 69–72. https://doi.org/10.54097/bg3dna57
Watson, G. F., Beck, J. T., Henderson, C. M., & Palmatier, R. W. (2015). Building, measuring, and profiting from customer loyalty. Journal of the Academy of Marketing Science, 43(6), 790–825. https://doi.org/10.1007/s11747-015-0439-4
Yum, K., & Yoo, B. (2023). The impact of service quality on customer loyalty through customer satisfaction in mobile social media. Sustainability, 15(14), 11214. https://doi.org/10.3390/su151411214