Customer perceptions of airline social responsibility and its effect on loyalty

Fang-Yuan Chen, Yu-Hern Chang and Yi-Hsin Lin

Journal of Air Transport Management, 2012, vol. 20, issue C, 49-51

Abstract: This study examines customer knowledge and opinions of airline social responsibility and explores the relationship between it and customer loyalty in the Taiwanese airline market. It is found that customers are concerned about social responsibility initiatives by airlines but the perceive its performance levels less than satisfactory. Hierarchical regression analyses show that, when relationship quality is controlled for, airline social responsibility has a marginally significant and positive association with behavioral and attitudinal loyalty.

Keywords: Corporate social responsibility; Airline social responsibility; Customer loyalty; Relationship quality (search for similar items in EconPapers)
Date: 2012
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Citations: View citations in EconPapers (30)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:20:y:2012:i:c:p:49-51

DOI: 10.1016/j.jairtraman.2011.11.007

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