The Role of Corporate Social Responsibility as a Moderation in the Relationship Between Brand Image, Customer Satisfaction, and Customer Trust– A Conceptual Analysis

DOI

10.2991/978-94-6239-626-5_22How to use a DOI?

Keywords

Corporate Social Responsibility; Brand Image; Customer Satisfaction; Customer Trust

Abstract

This study aims to analyze the role of Corporate Social Responsibility (CSR) as a moderation variable in the relationship between Brand Image, Customer Satisfaction, and Customer Trust. In today’s digital age and competitive business environment, organisations now more than ever have to establish a favorable brand perception and win the trust of customers. The positive influence of CSR including social and environmental contributions on the brand image, customer satisfaction, and consumer’s trust would lead to a competitive advantage. This research developed a model that integrates CSR as a moderator that strengthens the relationship between Brand Image, Customer Satisfaction, and Customer Trust. Based on the Stakeholder theory, CSR is considered a form of corporate responsibility towards various stakeholders, which plays a role in increasing the company’s legitimacy in the eyes of consumers. The results of this study are expected to provide new insights into how CSR can be an important strategy in building long-term relationships between companies and consumers, especially in diverse industries.

Copyright

© 2026 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Dadik Sri Karyanto
AU  - Ambar Lukitaningsih
PY  - 2026
DA  - 2026/04/15
TI  - The Role of Corporate Social Responsibility as a Moderation in the Relationship Between Brand Image, Customer Satisfaction, and Customer Trust– A Conceptual Analysis
BT  - Proceedings of the 1st International Conference on Business, Economic, and Social Sustainability (ICOBES 2025)
PB  - Atlantis Press
SP  - 294
EP  - 306
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6239-626-5_22
DO  - 10.2991/978-94-6239-626-5_22
ID  - Karyanto2026
ER  -