Providing a Model for the Impact of Corporate Social Responsibility on Services Quality: Role of Customer Orientation, Job Satisfaction and Financial Performance

Develop the concept of corporate social responsibility and increase quality in the body of products and services. The purpose of this study is to investigate the effect of corporate social responsibility on financial performance of companies mediated by customer orientation and job satisfaction and adjusting the quality of services. The present study is applied in terms of purpose, descriptive-survey in terms of nature and method. To test the hypotheses, a questionnaire consisting of 21 questions arranged according to the Likert 7-choice spectrum was used. The statistical population of the study includes 1767 personnel of rural cooperatives in Fars province. The sample size of 316 people, which was selected based on Krejcie and Morgan table by relative stratification method, was calculated using CSS software, Cronbach's alpha coefficient and confirmatory factor analysis was used to evaluate the validity of the structure using Lisrel software. In order to analyze the findings, the path analysis model was used, to analyze the mediating variable, the Sobel test was used, and to analyze the moderator variable, the modified multiple regression test was used. The results showed that corporate social responsibility, customer orientation and job satisfaction can have a direct and indirect positive and significant effect on financial performance. In order to investigate the role of mediator variable, we used Sobel test and moderator variable, multiple regression test the results indicated that Customer-centric and job satisfaction play a moderating role and service quality plays a moderating role in the relationship between other variables.