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The nexus between corporate social responsibility of airports and passenger satisfaction: A cross‐country study

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  • Fahad Alam
  • Qing Yang
  • Yapa Mahinda Bandara
  • Nisar Ahmad
  • Option Takunda Chiwaridzo

Abstract

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.

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  • Fahad Alam & Qing Yang & Yapa Mahinda Bandara & Nisar Ahmad & Option Takunda Chiwaridzo, 2024. "The nexus between corporate social responsibility of airports and passenger satisfaction: A cross‐country study," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 31(3), pages 2454-2473, May.
    • Handle: RePEc:wly:corsem:v:31:y:2024:i:3:p:2454-2473
    DOI: 10.1002/csr.2692
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