Corporate Social Responsibility and Organizational Outcomes in Transportation Firms in Owerri, Imo State

Abstract

This study investigated corporate social responsibility and organizational outcomes in transportation firms in Owerri, Imo State.The objectives of the study are to ascertain the impact of Corporate Social Responsibility on the customer loyalty of transportation firms in Owerri, Imo State; to evaluate the influence of Corporate Social Responsibility on customer satisfaction in transportation firms in Owerri, Imo State. The study adopts a survey research design and obtain data from both primary and secondary sources. The sample size of 240 respondents was determined using Bowley’s proportional allocation formula, and data were collected using a structured questionnaire. Cronbach Alpha was used to assess the reliability of the research instrument, yielding a coefficient of 0.70. Data collected were analyzed using descriptive statistics, while correlation analysis was employed for hypotheses testing. The analysis was done with the aid of the SPSS software. The findings revealed that there is significant relationship between Corporate Social Responsibility and customer loyalty; there is a significant relationship between Corporate Social Responsibility and customer satisfaction. The study concludes that Corporate Social Responsibility positively and significantly influenced customer loyalty and customer satisfaction in transportation firms in Owerri metropolis. The study recommends that there should be increased awareness and communication of Corporate Social Responsibility efforts through public campaigns, media, and direct customer engagement to strengthen the perceived value of these initiatives. Periodic assessments and customer feedback should be integrated into the Corporate Social Responsibility strategy to help measure customer satisfaction and adapt initiatives accordingly.