Customer perceptions of airline social responsibility and its effect on loyalty

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

Research output: Contribution to journalArticle

39 Citations (Scopus)

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.

Original languageEnglish
Pages (from-to)49-51
Number of pages3
JournalJournal of Air Transport Management
Volume20
DOIs
Publication statusPublished - 2012 May 1

All Science Journal Classification (ASJC) codes

  • Strategy and Management
  • Law
  • Transportation
  • Management, Monitoring, Policy and Law

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