CSR impact on customer’s satisfaction at 4 and 5- star hotels in Ho Chi Minh City

Abstract:

The objective of this study was to assess and validate the impact of the components of corporate social responsibility (CSR) on customer satisfaction at 4 & 5 star hotels in Ho Chi Minh City. The study employed both qualitative and quantitative research methods to complete a questionnaire survey and identify the relationship between the components of CSR and customer satisfaction. The major finding of the study revealed that philanthropic responsibility has a strong, positive, and significant impact on customer satisfaction. The study also suggested managerial implications for enhancing CSR and customer satisfaction at 4 & 5 star hotels in Ho Chi Minh City.