Abstract

This study is evaluating the effect of corporate social responsibility of firms and organizations on customer satisfactions, customers who visit top tourism agencies in Tehran city. This study is a quantitative base study and the data have gathered through a researcher-made questionnaire. For questionnaire validity, the researcher used construction, validity and exploratory factor analysis and for measuring the questionnaire reliability, the researcher examined the Cronbach Alpha, this number that the outcome of the SPSS software was about 0/895 which demonstrate the high reliability of the research questionnaire. Confirmatory factor analysis and SEM methods utilized for data analysis. And also Smart PLS software was used for constructing the research model and analysis. The results of exploratory factor analysis showed that social commitment variables were chosen perfectly and also were acceptable, however, the SEM results demonstrate that the expectation execution variables could be considered as a moderating variable between firm’s social commitments and customer satisfaction. The effect of social commitment to expectation execution was not acceptable as well and the effects of other concepts of social commitments on firms on expectation execution were accepted. In addition, with the elements of social execution, variable as a moderating variable, the effects of social commitment on customer satisfaction were increased. This illustrates that the role of expectation execution as a moderating variable in the model of this study.

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