Objective - This study was conducted to propose and test a conceptual model to resolve research gaps on customer satisfaction factors in the public sector of service companies, through the variable of corporate social responsibility (CSR), service experience, and customer company identification. Methodology/Technique - This study adopts the expectation theory of disconfirmation of customer satisfaction as a basis for resolving the research gap. Data was collected from 250 customers at a local enterprise water service in West Kalimantan, Indonesia, using a purposive sampling method. The analytical tool used is partial least square (PLS). Findings - The model is confirmed by the data collected and shows that customer satisfaction in local enterprise water services is influenced by services experiences and customer company identification, while CSR activities carried out by the company do not affect customer satisfaction, but CSR affects customer company identification.
The Gade Clean and Gold is one of the forms of CSR program (Corporate Social Responsibility) of a state-owned enterprise of pawnshop company in addressing the waste problem in Indonesia. The program allows the public to exchange waste in the waste bank that has been established by the pawnshop with gold savings. The research aims to examines the role of The Gade Clean and Gold program in the society’s economic empowerment that is based on environmental hygiene. This study is conducted using descriptive analytics method, based on interview, desk study, and field observation. The results of this paper showed that The Gade Clean and Gold was successful in raising people’s interest in investing in sustainable economies as well as increasing public awareness of the environment.