How to cite this paper
Khawaja, L., Ali, A & Mostapha, N. (2021). The mediating effect of customer satisfaction in relationship with service quality, corporate social responsibility, perceived quality and brand loyalty.Management Science Letters , 11(3), 763-772.
Refrences
Alcañiz, E. B., Herrera, A. A., Manzano, J. A., & Pérez, R. C. (2011). Efectos de la responsabilidad social corporativa per-cibida por el consumidor sobre el valor y la satisfacción con el servicio1/Effects of Consumer Perception of Corporate Social Responsibility on Service Satisfaction and Perceived Value. European Journal of Management and Business Economics, 20(4), 139-160.
Ankit Kesharwani, I. B. S., & Tiwari, H. R. (2011). exploration of internet banking website quality in India: A Webqual approach. Great Lakes Herald, 5(1), 40-58.
Auh, S., Salisbury, L. C., & Johnson, M. D. (2003). Order effects in customer satisfaction modelling. Journal of Market-ing Management, 19(3-4), 379-400.
Aurier, P., & de Lanauze, G. S. (2012). Impacts of perceived brand relationship orientation on attitudinal loyal-ty. European Journal of Marketing, 46(11-12), 1602-1627.
Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.
Bartikowski, B., & Walsh, G. (2014). Attitude contagion in consumer opinion platforms: posters and lurkers. Electronic Markets, 24(3), 207-217.
Bhattacharya, C. B., & Sen, S. (2004). Doing better at doing good. When, why, and how consumers respond to corporate social initiatives. California Management Review, 47(1), 9-24.
Boenigk, S., & Helmig, B. (2013). Why do donors donate? Examining the effects of organizational identification and identity salience on the relationships among satisfaction, loyalty, and donation behavior. Journal of Service Re-search, 16(4), 533-548.
Brown, R. M., & Mazzarol, T. W. (2009). The importance of institutional image to student satisfaction and loyalty within higher education. Higher Education, 58(1), 81-95.
Brady, M. K., Cronin, J. J., & Brand, R. R. (2002). Performance-only measurement of service quality: A replication and extension. Journal of Business Research, 55(1), 17-31.
Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of Marketing, 65(2), 81-93.
Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16(3), 297-334.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of market-ing, 56(3), 55-68.
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
Curran, J. M., & Healy, B. C. (2014). The loyalty continuum: Differentiating between stages of loyalty develop-ment. Journal of Marketing Theory and Practice, 22(4), 367-384.
Chu, P. -, Lee, G. -. & Chao, Y. (2012). Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context. Social Behavior and Personality, 40(8), 1271-1284.
Darsono, L. I., & Junaedi, C. M. (2006). An examination of perceived quality, satisfaction, and loyalty relationship: Ap-plicability of comparative and noncomparative evaluation. Gadjah Mada International Journal of Business, 8(3), 323-342.
Day, E., & Crask, M. (2000). Value assessment: the antecedent of customer satisfaction. Journal of Consumer Satisfac-tion, Dissatisfaction and Complaining Behavior, 13, 50-60
Du S., Bhattacharya C.B., & Sen S. (2010). Maximizing business returns to Corporate Social Responsibility (CSR). The role of CSR communication. International Journal of Management Reviews, 12(1), 8-19
Eggert, A., and Ulaga, W. (2002). Customer perceived value: A substitute for satisfaction in business markets. The Jour-nal of Business and Industrial Marketing, 17(2/3), 107-118.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
García de los Salmones, M. M., Herrero, C. A., & Rodríguez del Bosque, I. (2005). Influence of Corporate Social Respon-sibility on loyalty and valuation of services. Journal of Business Ethics, 61, 369-385.
Gronroos, C. (2000). Service Management and Marketing: A Customer Relationship Approach. Chichester: Wiley
Hair Jr, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares structural equation mod-eling (PLS-SEM) Sage Publications. Thousand Oaks, CA, USA.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2009). Multivariate Data Analysis. Prentice Hall.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (1998). Multivariate data analysis (Vol. 5, No. 3, pp. 207-219). Upper Saddle River, NJ: Prentice hall.
Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the academy of marketing science, 40(3), 414-433.
Homburg, C., Wieseke, J., & Hoyer, W. D. (2009). Social identity and the service-profit chain. Journal of Market-ing, 73(2), 38-54.
Hosseini, M. H., & Ahmadi Nejad, M. (2009). Examining the effects of customer satisfaction and trust and specific trademark value in customer loyalty and attitudinal behavior: A case study of Refah Bank. Commerce Review, 33, 42-51.
Hu, H.-H., Kandampully, J., & Juwaheer, T. D. (2009). Relationships and impacts of service quality, perceived value, cus-tomer satisfaction, and image: an empirical study. The Service Industries Journal, 29(2), 111- 125.
Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1–55.
John, O. P., & Benet-Martínez, V. (2000). Measurement, scale construction, and reliability. Handbook of research meth-ods in social and personality psychology, 339-369.
Kaura, V. (2013). Antecedents of customer satisfaction: a study of Indian public and private sector banks. International Journal of Bank Marketing, 31(3), 167-186.
Keller, K. L. (1993). Conceptualizing, measuring, and managing customer-based brand equity. Journal of Market-ing, 57(1), 1-22.
Khan, M. T. (2013). Customers loyalty: Concept & definition (a review). International Journal of Information, Business and Management, 5(3), 168.
Kohli, A. K., & Jaworski, B. J. (1990). Market orientation: the construct, research propositions, and managerial implica-tions. Journal of Marketing, 54(2), 1-18.
Klein, J., & Dawar, N. (2004). Corporate social responsibility and consumers’ attributions and brand evaluations in a product-harm crisis. International Journal of Research in Marketing, 21, 203 –217.
Kaiser, H. F., & Rice, J. (1974). Little jiffy, mark IV. Educational and Psychological Measurement, 34(1), 111-117.
Leone, R. P., & Schultz, R. L. (1980). A study of marketing generalizations. Journal of Marketing, 44(1), 10-18.
Lin, H.H. & Wang, Y. S. (2006). An examination of the determinants of customer loyalty in mobile commerce. Infor-mation & Management, 43(3), 271-282.
Luo, X., & Bhattacharya, C.B. (2006). Corporate Social Responsibility, customer satisfaction, and market value. Journal of Marketing, 70, 1-18.
Mandhachitara, R., & Poolthong, Y. (2011). A model of customer loyalty and corporate social responsibility. Journal of Services Marketing, 25(2), 122-133.
Matten, D., & Moon, J. (2008). “Implicit” and “explicit” CSR: A conceptual framework for a comparative understanding of corporate social responsibility. Academy of Management Review, 33(2), 404-424.
Moogan, Y. J. (2011). Can a higher education institution's marketing strategy improve the student‐institution match?. International Journal of Educational Management, 25(6), 570-589
Maignan, I., & Ferrell, O.C. (2001). Corporate citizen as a marketing instrument – concepts, evidence and research direc-tions. European Journal of Marketing, 35(3/4), 457 –484.
Navarro, M. M., Iglesias, M. P. & Torres, M. P. R. (2005). Measuring customer satisfaction in summer courses. Quality Assurance in Education, 13(1), 53-65
Nunnally, J. (1978). Psychometric Methods. McGraw-Hill, New York, NY
Oliver, R. L. (1999). Consumption experience. Consumer value: A framework for analysis and research, 43.
Oliver, R. L. (1999). Value as excellence in the Consumption Experience. In M. B. Holbrook (Ed.), Consumer Value. A Framework for Analysis and Research, London: Routledge, 43-62.
Oliver, R. L. (1999). Whence consumer loyalty?. Journal of Marketing, 63(4_suppl1), 33-44.
Oliver, R. L., & Swan, J. E. (1989). Equity and disconfirmation perceptions as influences on merchant and product satis-faction. Journal of Consumer Research, 16(3), 372-383.
Parasuraman, A., V. A. Zeithaml and L. L. Berry (1994). Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria, Journal of Retailing, 70(3), 201-230.
Petrick, J. F. (2002). Development of a multi-dimensional scale for measuring the perceived value of a service. Journal of Leisure Research, 34(2), 119-134.
Pirzad, A., & Karmi, E. (2015). Studying the relationship between service quality, customer satisfaction and customer loyalty through perceived value and trust. Journal of Social Issues & Humanities, 3(3), 275-281.
Rauyruen, P., & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of Business Re-search, 60(1), 21-31.
Rivera, J. J., Bigne, E., & Curras-Perez, R. (2016). Effects of corporate social responsibility perception on consumer satis-faction with the brand. Spanish Journal of Marketing-ESIC, 20(2), 104-114.
Saeidi, S. P., Sofian, S., Saeidi, P., Saeidi, S. P., & Saaeidi, S. A. (2015). How does corporate social responsibility contrib-ute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfac-tion. Journal of Business Research, 68(2), 341-350.
Stewart, D. W. (1981). The application and misapplication of factor analysis in marketing research. Journal of Marketing Research, 18(1), 51-62.
Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. Journal of the Academy of Marketing Science, 29(1), 16.
Tam, J. L. M. (2000). The Effects of Service Quality, Perceived Value and Customer Satisfaction on Behavioral Inten-tions. Journal of Hospitality & Leisure Marketing, 6(24), 31-43.
Tung, L. L. (2004). Service quality and perceived value’s impact on satisfaction, intention and usage of short message service (SMS). Information Systems Frontiers, 6(4), 353-368.
Vijay Anand, S., & Selvaraj, M. (2013). The impact of service quality on customer satisfaction and loyalty in Indian bank-ing sector: an empirical study through SERVPERF. International Journal of Management and Business Research, 2(2), 151-163.
Wang, Y., Lo, H. P., & Yang, Y. (2004). An integrated framework for service quality, customer value, satisfaction: Evi-dence from China's telecommunication industry, Information Systems Frontiers, 6(4), 325-340
West, D. C., Ford, J., & Ibrahim, E. (2015). Strategic marketing: creating competitive advantage. Oxford University Press, USA.
Werther, W.B., Jr., & Chandler, D. (2005). Strategic corporate social responsibility as global brand insurance. Business Horizons, 48(4), 317 –324.
Wu, P. H., Huang, C. Y., & Chou, C. K. (2014). Service expectation, perceived service quality, and customer satisfaction in food and beverage industry. International Journal of Organizational Innovation, 7(1).
Zeithaml, V. A. (1988). Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence. Journal of Marketing, 52 (3), 2-22.
Zeithaml, V. A. (2000). Service quality, profitability, and the economic worth of customers: what we know and what we need to learn. Journal of the Academy of Marketing Science, 28(1), 67-85.
Ankit Kesharwani, I. B. S., & Tiwari, H. R. (2011). exploration of internet banking website quality in India: A Webqual approach. Great Lakes Herald, 5(1), 40-58.
Auh, S., Salisbury, L. C., & Johnson, M. D. (2003). Order effects in customer satisfaction modelling. Journal of Market-ing Management, 19(3-4), 379-400.
Aurier, P., & de Lanauze, G. S. (2012). Impacts of perceived brand relationship orientation on attitudinal loyal-ty. European Journal of Marketing, 46(11-12), 1602-1627.
Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.
Bartikowski, B., & Walsh, G. (2014). Attitude contagion in consumer opinion platforms: posters and lurkers. Electronic Markets, 24(3), 207-217.
Bhattacharya, C. B., & Sen, S. (2004). Doing better at doing good. When, why, and how consumers respond to corporate social initiatives. California Management Review, 47(1), 9-24.
Boenigk, S., & Helmig, B. (2013). Why do donors donate? Examining the effects of organizational identification and identity salience on the relationships among satisfaction, loyalty, and donation behavior. Journal of Service Re-search, 16(4), 533-548.
Brown, R. M., & Mazzarol, T. W. (2009). The importance of institutional image to student satisfaction and loyalty within higher education. Higher Education, 58(1), 81-95.
Brady, M. K., Cronin, J. J., & Brand, R. R. (2002). Performance-only measurement of service quality: A replication and extension. Journal of Business Research, 55(1), 17-31.
Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of Marketing, 65(2), 81-93.
Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16(3), 297-334.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of market-ing, 56(3), 55-68.
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
Curran, J. M., & Healy, B. C. (2014). The loyalty continuum: Differentiating between stages of loyalty develop-ment. Journal of Marketing Theory and Practice, 22(4), 367-384.
Chu, P. -, Lee, G. -. & Chao, Y. (2012). Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context. Social Behavior and Personality, 40(8), 1271-1284.
Darsono, L. I., & Junaedi, C. M. (2006). An examination of perceived quality, satisfaction, and loyalty relationship: Ap-plicability of comparative and noncomparative evaluation. Gadjah Mada International Journal of Business, 8(3), 323-342.
Day, E., & Crask, M. (2000). Value assessment: the antecedent of customer satisfaction. Journal of Consumer Satisfac-tion, Dissatisfaction and Complaining Behavior, 13, 50-60
Du S., Bhattacharya C.B., & Sen S. (2010). Maximizing business returns to Corporate Social Responsibility (CSR). The role of CSR communication. International Journal of Management Reviews, 12(1), 8-19
Eggert, A., and Ulaga, W. (2002). Customer perceived value: A substitute for satisfaction in business markets. The Jour-nal of Business and Industrial Marketing, 17(2/3), 107-118.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
García de los Salmones, M. M., Herrero, C. A., & Rodríguez del Bosque, I. (2005). Influence of Corporate Social Respon-sibility on loyalty and valuation of services. Journal of Business Ethics, 61, 369-385.
Gronroos, C. (2000). Service Management and Marketing: A Customer Relationship Approach. Chichester: Wiley
Hair Jr, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares structural equation mod-eling (PLS-SEM) Sage Publications. Thousand Oaks, CA, USA.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2009). Multivariate Data Analysis. Prentice Hall.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (1998). Multivariate data analysis (Vol. 5, No. 3, pp. 207-219). Upper Saddle River, NJ: Prentice hall.
Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the academy of marketing science, 40(3), 414-433.
Homburg, C., Wieseke, J., & Hoyer, W. D. (2009). Social identity and the service-profit chain. Journal of Market-ing, 73(2), 38-54.
Hosseini, M. H., & Ahmadi Nejad, M. (2009). Examining the effects of customer satisfaction and trust and specific trademark value in customer loyalty and attitudinal behavior: A case study of Refah Bank. Commerce Review, 33, 42-51.
Hu, H.-H., Kandampully, J., & Juwaheer, T. D. (2009). Relationships and impacts of service quality, perceived value, cus-tomer satisfaction, and image: an empirical study. The Service Industries Journal, 29(2), 111- 125.
Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1–55.
John, O. P., & Benet-Martínez, V. (2000). Measurement, scale construction, and reliability. Handbook of research meth-ods in social and personality psychology, 339-369.
Kaura, V. (2013). Antecedents of customer satisfaction: a study of Indian public and private sector banks. International Journal of Bank Marketing, 31(3), 167-186.
Keller, K. L. (1993). Conceptualizing, measuring, and managing customer-based brand equity. Journal of Market-ing, 57(1), 1-22.
Khan, M. T. (2013). Customers loyalty: Concept & definition (a review). International Journal of Information, Business and Management, 5(3), 168.
Kohli, A. K., & Jaworski, B. J. (1990). Market orientation: the construct, research propositions, and managerial implica-tions. Journal of Marketing, 54(2), 1-18.
Klein, J., & Dawar, N. (2004). Corporate social responsibility and consumers’ attributions and brand evaluations in a product-harm crisis. International Journal of Research in Marketing, 21, 203 –217.
Kaiser, H. F., & Rice, J. (1974). Little jiffy, mark IV. Educational and Psychological Measurement, 34(1), 111-117.
Leone, R. P., & Schultz, R. L. (1980). A study of marketing generalizations. Journal of Marketing, 44(1), 10-18.
Lin, H.H. & Wang, Y. S. (2006). An examination of the determinants of customer loyalty in mobile commerce. Infor-mation & Management, 43(3), 271-282.
Luo, X., & Bhattacharya, C.B. (2006). Corporate Social Responsibility, customer satisfaction, and market value. Journal of Marketing, 70, 1-18.
Mandhachitara, R., & Poolthong, Y. (2011). A model of customer loyalty and corporate social responsibility. Journal of Services Marketing, 25(2), 122-133.
Matten, D., & Moon, J. (2008). “Implicit” and “explicit” CSR: A conceptual framework for a comparative understanding of corporate social responsibility. Academy of Management Review, 33(2), 404-424.
Moogan, Y. J. (2011). Can a higher education institution's marketing strategy improve the student‐institution match?. International Journal of Educational Management, 25(6), 570-589
Maignan, I., & Ferrell, O.C. (2001). Corporate citizen as a marketing instrument – concepts, evidence and research direc-tions. European Journal of Marketing, 35(3/4), 457 –484.
Navarro, M. M., Iglesias, M. P. & Torres, M. P. R. (2005). Measuring customer satisfaction in summer courses. Quality Assurance in Education, 13(1), 53-65
Nunnally, J. (1978). Psychometric Methods. McGraw-Hill, New York, NY
Oliver, R. L. (1999). Consumption experience. Consumer value: A framework for analysis and research, 43.
Oliver, R. L. (1999). Value as excellence in the Consumption Experience. In M. B. Holbrook (Ed.), Consumer Value. A Framework for Analysis and Research, London: Routledge, 43-62.
Oliver, R. L. (1999). Whence consumer loyalty?. Journal of Marketing, 63(4_suppl1), 33-44.
Oliver, R. L., & Swan, J. E. (1989). Equity and disconfirmation perceptions as influences on merchant and product satis-faction. Journal of Consumer Research, 16(3), 372-383.
Parasuraman, A., V. A. Zeithaml and L. L. Berry (1994). Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria, Journal of Retailing, 70(3), 201-230.
Petrick, J. F. (2002). Development of a multi-dimensional scale for measuring the perceived value of a service. Journal of Leisure Research, 34(2), 119-134.
Pirzad, A., & Karmi, E. (2015). Studying the relationship between service quality, customer satisfaction and customer loyalty through perceived value and trust. Journal of Social Issues & Humanities, 3(3), 275-281.
Rauyruen, P., & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of Business Re-search, 60(1), 21-31.
Rivera, J. J., Bigne, E., & Curras-Perez, R. (2016). Effects of corporate social responsibility perception on consumer satis-faction with the brand. Spanish Journal of Marketing-ESIC, 20(2), 104-114.
Saeidi, S. P., Sofian, S., Saeidi, P., Saeidi, S. P., & Saaeidi, S. A. (2015). How does corporate social responsibility contrib-ute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfac-tion. Journal of Business Research, 68(2), 341-350.
Stewart, D. W. (1981). The application and misapplication of factor analysis in marketing research. Journal of Marketing Research, 18(1), 51-62.
Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. Journal of the Academy of Marketing Science, 29(1), 16.
Tam, J. L. M. (2000). The Effects of Service Quality, Perceived Value and Customer Satisfaction on Behavioral Inten-tions. Journal of Hospitality & Leisure Marketing, 6(24), 31-43.
Tung, L. L. (2004). Service quality and perceived value’s impact on satisfaction, intention and usage of short message service (SMS). Information Systems Frontiers, 6(4), 353-368.
Vijay Anand, S., & Selvaraj, M. (2013). The impact of service quality on customer satisfaction and loyalty in Indian bank-ing sector: an empirical study through SERVPERF. International Journal of Management and Business Research, 2(2), 151-163.
Wang, Y., Lo, H. P., & Yang, Y. (2004). An integrated framework for service quality, customer value, satisfaction: Evi-dence from China's telecommunication industry, Information Systems Frontiers, 6(4), 325-340
West, D. C., Ford, J., & Ibrahim, E. (2015). Strategic marketing: creating competitive advantage. Oxford University Press, USA.
Werther, W.B., Jr., & Chandler, D. (2005). Strategic corporate social responsibility as global brand insurance. Business Horizons, 48(4), 317 –324.
Wu, P. H., Huang, C. Y., & Chou, C. K. (2014). Service expectation, perceived service quality, and customer satisfaction in food and beverage industry. International Journal of Organizational Innovation, 7(1).
Zeithaml, V. A. (1988). Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence. Journal of Marketing, 52 (3), 2-22.
Zeithaml, V. A. (2000). Service quality, profitability, and the economic worth of customers: what we know and what we need to learn. Journal of the Academy of Marketing Science, 28(1), 67-85.