How ESG shapes firm value: The mediating role of customer satisfaction

Abstract

In contemporary business landscapes, concerns about environmental, social, and governance (ESG) issues are increasingly prominent. Despite the rising public interest in ESG, empirical research assessing its efficacy remains sparse. This research investigates the subtle connection between ESG initiatives and firm value, highlighting the mediating role of customer satisfaction. Utilizing an industry-fixed effects model, our research analyzes an unbalanced panel dataset comprising 168 firms over five years. We make three conclusions based on empirical analyses of a comprehensive secondary dataset. First, ESG performance improves a firm's value. Second, customer satisfaction positively mediates this relationship. Third, this relationship is noticeable in firms in environmentally sensitive industries. By distinctively focusing on ESG performance rather than broader CSR concepts, this research underscores the importance of customer satisfaction in determining how ESG performance influences firm value.