ABSTRACT: This study aims to determine the effect of corporate social responsibility and electronic word ofmouth on customer loyalty with the corporate image as an intervening variable. Non-probability sampling withpurposive sampling technique was used in this research with 180 respondents participated. By using pathanalysis, this study indicates that corporate social responsibility has no significant effect on customer loyalty,while electronic word of mouth and corporate image has a positive effect on customer loyalty. Corporate imagebecomes an intervening variable in the indirect relationship between corporate social responsibility andcustomer loyalty. Then, the corporate image in the relationship between electronic word of mouth on customerloyalty indirectly has no greater value than its direct influence. This study shows that it is important forcompanies to build a corporate image to increase customer loyalty.

Keywords: corporate social responsibility, electronic word of mouth, corporate image, customer loyalty