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Paper Information

Journal:   TOURISM MANAGEMENT STUDIES (TOURISM STUDIES)   SPRING 2016 , Volume 11 , Number 33; Page(s) 63 To 83.
 
Paper: 

INFLUENCE OF CORPORATE SOCIAL RESPONSIBILITY ON CUSTOMER LOYALTY WITH REGARD TO THE ROLE OF CUSTOMER TRUST AND SATISFACTION AS MEDIATORS

 
 
Author(s):  SAEIDA ARDAKANI SAEID*
 
* 
 
Abstract: 

With its ever-increasing significance, corporate social responsibility is becoming a main topic in hotel industry. A reason is that corporate social responsibility affects customer loyalty. Hence, corresponding allocation of resources is not regarded as a cost here, rather, it is an investment towards improved status of competitive advantages. The present paper aims to investigate the influence of corporate social responsibility on customer loyalty with regard to the roles of customer trust and satisfaction as mediators. A Questionnaire was used to gather the data. For this purpose, 106 questionnaires were distributed among costumers of 3-star and 4-star hotels in Yazd. Content validity, convergent and divergent validity, and reliability of the questionnaire were approved by experts’ comments, PLS method, Cronbach’s Alpha and composite reliability, respectively. The survey is descriptive in terms of purpose and the method is metrical. Data were analyzed by PLS and SPSS using a Partial-Least-Squares modeling of structural equations. Results showed that corporate social responsibility has significant and positive influences on customer trust and satisfaction. Customer trust has significant and positive influences on customer satisfaction and loyalty, and customer satisfaction has a significant and positive influences on customer loyalty.

 
Keyword(s): CORPORATE SOCIAL RESPONSIBILITY, CUSTOMER TRUST, CUSTOMER SATISFACTION, CUSTOMER LOYALTY
 
 
References: 
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Citations: 
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APA: Copy

SAEIDA ARDAKANI, S. (2016). INFLUENCE OF CORPORATE SOCIAL RESPONSIBILITY ON CUSTOMER LOYALTY WITH REGARD TO THE ROLE OF CUSTOMER TRUST AND SATISFACTION AS MEDIATORS. TOURISM MANAGEMENT STUDIES (TOURISM STUDIES), 11(33), 63-83. https://www.sid.ir/en/journal/ViewPaper.aspx?id=508072



Vancouver: Copy

SAEIDA ARDAKANI SAEID. INFLUENCE OF CORPORATE SOCIAL RESPONSIBILITY ON CUSTOMER LOYALTY WITH REGARD TO THE ROLE OF CUSTOMER TRUST AND SATISFACTION AS MEDIATORS. TOURISM MANAGEMENT STUDIES (TOURISM STUDIES). 2016 [cited 2021August04];11(33):63-83. Available from: https://www.sid.ir/en/journal/ViewPaper.aspx?id=508072



IEEE: Copy

SAEIDA ARDAKANI, S., 2016. INFLUENCE OF CORPORATE SOCIAL RESPONSIBILITY ON CUSTOMER LOYALTY WITH REGARD TO THE ROLE OF CUSTOMER TRUST AND SATISFACTION AS MEDIATORS. TOURISM MANAGEMENT STUDIES (TOURISM STUDIES), [online] 11(33), pp.63-83. Available: https://www.sid.ir/en/journal/ViewPaper.aspx?id=508072.



 
 
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