Community Satisfaction and Stakeholder Dialogue in a CSR-Based Waste Management Program in Indonesia: A Descriptive Case Study
Year: 2026
Type: article
Abstract: This study examines community satisfaction with the Bima Sakti–Cibaga Resik Waste Sorting Program, a corporate social responsibility (CSR) initiative implemented by PT Chandra Asri Pacific Tbk in Cibaga Hamlet, Mangunreja Village, Pulo Ampel District, Serang Regency, Banten, Indonesia. A descriptive quantitative approach was employed using the Community Satisfaction Index (CSI). Data were collected in 2025 using a structured questionnaire with a five-point Likert scale administered to 28 purposively selected respondents. Community satisfaction was assessed across four dimensions: planning, implementation, benefits, and monitoring and evaluation. The results indicate an overall CSI score of 4.51, categorised as “Very Good”. Implementation received the highest score (4.59), followed by benefits (4.51), planning (4.49), and monitoring and evaluation (4.46). These findings suggest that respondents evaluated the programme positively across all four dimensions, although monitoring and evaluation represented a relative area for improvement. The findings are discussed through the perspectives of dialogic communication and stakeholder engagement, particularly regarding the importance of community participation, feedback mechanisms, and responsiveness in CSR implementation. However, these concepts are used as interpretive perspectives rather than separately measured variables. The study concludes that maintaining community satisfaction requires consistent programme implementation and stronger participatory monitoring and evaluation. The findings provide practical insights into community-oriented CSR management and offer a basis for future research on the relationship between stakeholder engagement, community satisfaction, and corporate reputation.
Institution: Sultan Ageng Tirtayasa University
Language: English
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W7225647168
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