The Influence of Airlines' Corporate Social Responsibility on Customer Loyalty | ||
| Journal of Association of Arab Universities for Tourism and Hospitality | ||
| Article 15, Volume 13, Issue 2, 2016, Pages 71-92 PDF (813.04 K) | ||
| Document Type: Original Article | ||
| DOI: 10.21608/jaauth.2016.48020 | ||
| Authors | ||
| Ghada Khairat; Azza Maher | ||
| Tourism Studies Department, faculty of tourism and hotels, University of Sadat City | ||
| Abstract | ||
| This paper aims at exploring the relationship between corporate social responsibility and customer loyalty in the airline industry. To achieve the purpose of this paper, a model has been developed to measure the influence of airlines' corporate social responsibility- activities on customer loyalty andairline image. This model includes 16 attributes, which have been selected to cover airlines' CSR activities, and 21 initial items for measuring customer loyalty. The sample chosen in this study includes mainly international airlines passengers (727 passengers). The results of this study show a significance statistical relationship between airlines' CSR activities and customer loyalty. | ||
| Keywords | ||
| Corporate Social Responsibility; Airline CSR initiatives; Customer loyalty; Airline social responsibility | ||
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