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

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

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.

Citation

Alam, F., Yang, Q., Bandara, Y. M., Ahmad, N., & Chiwaridzo, O. T. (2024). The nexus between corporate social responsibility of airports and passenger satisfaction: A cross‐country study. Corporate Social Responsibility and Environmental Management, 31(3), 2454-2473. https://doi.org/10.1002/csr.2692

• Journal Article Type: Article
• Acceptance Date: Nov 25, 2023
• Online Publication Date: Dec 20, 2023
• Publication Date: 2024
• Deposit Date: Dec 22, 2023
• Publicly Available Date: Dec 21, 2025
• Print ISSN: 1535-3958
• Electronic ISSN: 1535-3966
• Publisher: Wiley
• Peer Reviewed: Peer Reviewed
• Volume: 31
• Issue: 3
• Pages: 2454-2473
• DOI: https://doi.org/10.1002/csr.2692
• Keywords: CSR, customer facilities, image, reputation, satisfaction, service standard
• Public URL: http://researchrepository.napier.ac.uk/Output/3436472