EXAMINING THE IMPACT OF CORPORATE SOCIAL RESPONSIBILITY ON CUSTOMER SATISFACTION, SERVICE QUALITY AND CUSTOMER LOYALTY: AN EMPIRICAL STUDY OF THE HOSPITALITY INDUSTRY

Abstract

This research empirically investigates the effects of corporate social responsibility on customer satisfaction and customer loyalty in the hospitality industry. Moreover, it investigates the impact of corporate social responsibility on the quality of service provided by the hospitality industry. In order to meet the objectives of the study, data were collected through questionnaires from 282 guests visiting luxury hotels operating in Delhi and Jammu and Kashmir, India. To examine the link between the hypotheses, various normality tests, exploratory/confirmatory factor analysis, and structural equation modeling were employed. The results show a strong correlation between all of the integrated model's elements, and they offer helpful managerial advice and consequences for the hospitality sector.