The Influence of Airlines' Corporate Social Responsibility on Customer Loyalty

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 and airline 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.