Title: The relationship between perceived corporate social responsibilities initiatives and customer satisfaction in the Malaysian manufacturing sector

Authors: Theng Kiong Chua; Lee Ping Lim; Choon Hee Ong

Addresses: BestPartner Sdn Bhd Smart Partner, School of Professional and Continuing Education, Universiti Teknologi Malaysia, Johor, Malaysia ' BestPartner Sdn Bhd Smart Partner, School of Professional and Continuing Education, Universiti Teknologi Malaysia, Johor, Malaysia ' Azman Hashim International Business School, Universiti Teknologi Malaysia, Johor, Malaysia

Abstract: Corporate social responsibility (CSR) plays a crucial role in influencing the perception of a company's brand among diverse stakeholders and the main objective of this study is to explore the relationship between perceived CSR initiatives and customer satisfaction in Malaysian manufacturing sector. A quantitative survey of 139 respondents was conducted and analysed using hierarchical multiple regression with the results reveal a significant positive correlation between socially and ethically responsible practices, philanthropic responsible practices, and customer satisfaction. Furthermore, the electrical and electronic industry is identified as a moderating factor in the relationship between philanthropic practices and customer satisfaction. As a result, this study aims to offer valuable insights for business owners and its stakeholders by leveraging on CSR for enhanced brand perception and customer relationships in the Malaysian manufacturing sector.

Keywords: customer satisfaction; socially and ethically responsible practices; environmental responsible practices; philanthropic responsible practices; fair employment practices; manufacturing industry.

DOI: 10.1504/MEJM.2025.149832

Middle East Journal of Management, 2025 Vol.12 No.6, pp.668 - 697

Received: 18 Jan 2024
Accepted: 25 Sep 2024
Published online: 14 Nov 2025 *

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