The Effect of Corporate Social Responsibility on Customer Trust, Customer Satisfaction and Customer Loyalty: Uber Service in Egypt

Abstract

This study aims to provide in depth understanding of the direct and indirect effect of Corporate Social Responsibility (CSR) on customer satisfaction, customer trust and customer loyalty. Collected from 329 Egyptian people who used UBER service, data were analyzed using Smart PLS 3. Research results indicate that CSR has a direct effect on customer satisfaction, but no direct relationship has been found between CSR and customer trust and loyalty. Results also indicate that customer satisfaction influences both customer trust and customer loyalty and thus plays a mediating role in the relationship between CSR and customer trust and loyalty.