Research Output
The nexus between corporate social responsibility of airports and passenger satisfaction: A cross‐country study
  This article investigates the role of passenger perception on corporate social responsibility (CSR) in improving passenger satisfaction by examining the direct and mediating effects through service standards, customer facilities, corporate image, and corporate reputation in a cross-culture context. A questionnaire survey was carried out on airport user experiences from 528 passengers using China and Pakistan airports. Smart PLS-3.3 was used to test the formulated hypothesis. The results showed that CSR significantly affects passenger satisfaction. The results also revealed CSR initiatives have a significant effect on the service standard, customer facilities, corporate image, and corporate reputation. Customer facilities and corporate image were found to be significant mediators for CSR-satisfaction link. However, the service standard and corporate reputation showed an insignificant relationship.

  • Type:

    Article

  • Date:

    20 December 2023

  • Publication Status:

    In Press

  • Publisher

    Wiley

  • DOI:

    10.1002/csr.2692

  • ISSN:

    1535-3958

  • Funders:

    Edinburgh Napier Funded

Citation

Alam, F., Yang, Q., Bandara, Y. M., Ahmad, N., & Chiwaridzo, O. T. (in press). The nexus between corporate social responsibility of airports and passenger satisfaction: A cross‐country study. Corporate Social Responsibility and Environmental Management, https://doi.org/10.1002/csr.2692

Authors

Keywords

CSR, customer facilities, image, reputation, satisfaction, service standard

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