The impact of corporate social responsibility (csr) on customer value co-creation The mediating role of customer satisfaction

Ahmed Helaly Ahmed, Kareem; Roushdy, Ahmed

doi:10.21608/mjoms.2025.347958.1198

The impact of corporate social responsibility (csr) on customer value co-creation The mediating role of customer satisfaction

Authors

Eslsca University

10.21608/mjoms.2025.347958.1198

Abstract

This study investigates the relationships between Corporate Social Responsibility (CSR), Customer Value Co-Creation, and Customer Satisfaction through a quantitative analysis of 389 survey responses across multiple sectors. Using Structural Equation Modeling and Smart PLS software, the research examines both direct effects and mediating relationships between these variables. Results demonstrate that CSR significantly impacts customer satisfaction (β=0.613, p<0.01) and value co-creation (β=0.466, p<0.01), while value co-creation shows a strong influence on customer satisfaction (β=0.735, p<0.01). The mediation analysis reveals that value co-creation effectively mediates the CSR-customer satisfaction relationship, with an indirect effect coefficient of 0.314 (p<0.01). The model demonstrates excellent fit (SRMR=0.004, NFI=0.954) and explains 48.3% of the variance in customer satisfaction. These findings suggest that organizations should integrate CSR initiatives with co-creation opportunities to enhance customer satisfaction, providing valuable implications for both theoretical understanding and practical business strategy in contemporary market environments.

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