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RELATIVE MODEL BETWEEN CORPORATE SOCIAL RESPONSIBILITY, TRUST, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN THE TURKISH AIRLINE INDUSTRY

Yıl 2021, Cilt: 4 Sayı: 2, 219 - 239, 19.07.2021
https://doi.org/10.33416/baybem.856596

Öz

In today's world of competition on a global scale, businesses have realized that achieving sustainable success cannot be achieved with short-term company strategies. For this reason, businesses that are in a different search have realized that social responsibility activities provide businesses with a long-term, sustainable competitive advantage. In addition, the impact of social responsibility activities on the welfare of society is accepted by all segments of the society. There is serious competition in the airline industry as well. Firms want to differentiate and increase their market share and ensure continuity. From the customer perspective, consumers expect companies to participate more in CSR activities and allocate more budgets for these activities, which in recent years has a serious impact on consumers' consumption and purchasing behavior. Customer loyalty is one of the most fundamental consumer behaviors that companies try to influence using Corporate Social Responsibility (CSR) as a marketing tool. Companies in the airline industry wonder how current and potential consumers will evaluate their CSR activities and, more importantly, whether these activities will lead to more loyal customers. In the airline industry, firms are increasingly formulating and implementing CSR policy initiatives. The main objective of this study is to analyze customer information and their views on Turkey airline market, and examine the relationship between CSR and customer loyalty. It will also be analyzed whether CSR has an impact on customer satisfaction and trust. In order to collect data for the study, the Turkish survey was prepared and conducted online. Frequent flyers are the target audience of the study. Within the scope of the research, a survey was conducted with 405 people. Answers of 332 participants were deemed appropriate for the study. Structural equation model was used for analysis. As a result of the analysis, the model established has been found to be meaningful. Social responsibility activities of airline companies have a positive effect on trust and customer satisfaction, but it has not been found to have a positive effect on customer loyalty. When airline companies increase their social responsibility activities, customers' trust in the company and customer satisfaction will increase, which will benefit the company.

Kaynakça

  • • Ailawadi, Kusum; Keller, Kevin (2004). ‘’Understanding retail branding: conceptual insights and research priorities’’. Journal of Retailing, 80, 331-342
  • • Aktan, Can (1999). ‘’Meslek Ahlaki ve Sosyal Sorumluluk’’. Istanbul: Ari Dufunce ve Toplumsal Gelişim Dernegi.
  • • Auger, Pat; Burke, Paul; Devinney, Timothy (2003). ‘’What Will Consumers Pay for Social Product Features’’?. Journal of Business Ethics 42, 281–304
  • • Balabanis, George; Philips, Hugh. C; Lyall, Jonathan. (1998). ‘’Corporate social responsibility and economic performance in the top British companies: are they linked’’? European Business Review, 98(1): 25-44.
  • • Baron, David. P. (2000). Business Environment. New Jersey: Prentice Hall.
  • • Bhattacharya, C.B; Sen, Sankar (2003). ‘’Consumer-company identification: a framework for understanding consumer’s relationship with companies’’. Journal of Marketing 67(2), 76-88
  • • Bhattacharya, C. B; Sen, Sankar (2004). ‘’Doing Better at Doing Good: When, Why and How Consumers Respond to Corporate Social Initiatives’'. California Management Review, Vol. 47, No. 1, pp. 9-24.
  • • Bhattacharya, C. B; Sen, Sankar; Korschun, Daniel (2011) ‘’Leveraging Corporate Social Responsibility: The Stakeholder Route to Business and Societal Value’’. Cambridge University Press, Cambridge: UK.
  • • Biehal, Gabriel. J; Sheinin, Daniel. A (2007), "The influence of corporate messages on the product portfolio," Journal of Marketing, vol. 71, no. 2, pp. 12-25.
  • • Brown,T.J.; Dacin, Peter, A (1997), "The company and the product: Corporate associations and consumer product responses," Journal of Marketing, vol. 61, no. 1, pp. 68-84.
  • • Caroll, Archie B., (1991).’’The pyramid of corporate social responsibility: Toward to the moral management of organizational stakeholders, Business Horizons, july-August-199, s,39-48
  • • Çerik, Şule; Özarslan, Emel (2008). ‘’Çalışanların sosyal sorumluluk boyutlarına ilişkin algılamaları: İlaç sektöründe karşılaştırmalı bir uygulama’’, Ege Akademik Bakış, Cilt 8, Sayı 2, s.587-604
  • • Charles,W.L.Hill; Jones, Gareth R (1989)Strategic Management: An Integrated Approach, (Boston: Houghton Mifflin Company, 48. • Chaudhuri, A.Holbrook, M., (2001). ‘’The chain of effects from brand trust and brand affect to brand performance:the role of brand loyalty’’. Journal of Marketing 65(2), 81-93
  • • Chen, Fang-Yuan; Chang,Yu-Hern; Lin, Yi-Hsin (2012).’’Customer perceptions of airline social responsibility’’. Journal of Air Transport Management, Vol. 20,, pp. 49-50.
  • • Cronin, Joseph. J; Jr Brady, Michael. K; Hult, Tomas. M. (2000). ‘’Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments’’. Journal of Retailing, 76(2), 193–218.
  • • Crosby, Lavrence; Evans, Kennath; Cowles, Deborah (1990). ‘’Relationship quality in services selling: an interpersonal influence perspective’’. Journal of Marketing 54,68-81
  • • Dick, Alan; Basu, Klaun (1994.), "Customer loyalty: toward an integrated conceptual framework," Journal of Academy of Marketing Science, vol. 22, no. 2, pp. 99-113.
  • • Dinçer, Ömer (1998) Stratejik Yönetim ve İşletme Politikası, Beta Yayınları, İstanbul,
  • • European Commission. (2011) Communication from the commission to the European parliament, the council, the European economic and social committee and the committee of the regions. [cit. 2019-04-09] Available at WWW: <http://ec.europa.eu/enterprise/policies/sustainablebusiness/files/csr/newcsr/ac t_en.pdf
  • • F. Hair Jr, Joe.;Sarstedt, Marko; Hopkins, Lucas; G. Kuppelwieser, Volker (2014), "Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research", European Business Review, Vol. 26 No. 2, pp. 106-121.
  • • Fornell,Claes; Mithas, Sunil; Morgeson Forrest; Krishnan,M.S. (2006) "Customer satisfaction and stock prices: High returns Low Risk," Journal of Marketing, vol. 70, no. 1, pp. 3-14,
  • • Forster, T. Die griinen Yuppies (2007,) Werben&Verkaufen, Vol. 51, No. 45.
  • • Fraser, Bruce W (2005). ‘’Corporate social responsibility’’ Internal Auditor, 62(1): 43–47.
  • • Freeman, R.Edward; Gilbert, Daniel.R. Jr. (1988). Corporate Strategy and the Search for Ethics, Prentice-Hall, Englewood Cliffs, NJ.
  • • Graves, Samuel. B.; Waddock Sandra. A.( 1994). ‘’Institutional and corporate social performance’’. The Academy of Management Journal, 37(4): 1034–1046.
  • • Güngör Önal, (1997), İşletme Yönetim ve Organizasyonu. İstanbul: Türkmen Kitapevi
  • • H. J. Oh, K. W. Hong, and H. C. Kim (2013). "The influence of multidimensional aspects of service quality, communication on customer satisfaction and customer behavior - focused on the Airline Service," Korean Business Education Review, vol. 28, no. 3, pp. 273-295.
  • • He, Hongwei; Li, Yan (2011). ‘’CSR and service brand: the mediating effect of brand identification and moderating effect of service quality’’. Journal of Business Ethihcs 100, 673-688
  • • Jamaliah Mohd. Yusof, Hasman Abdul Manan, Norzitah Abd. Karim, and Nor Akila Mohd. Kassim.(2015) "Customer's Loyalty Effects of CSR Initiatives" Procedia - Social and Behavioral Sciences, vol. 170
  • • Jongchul, Park; Hanjoon, Lee; Chankon, Kim (2013). ‘’Corporate social responsibilities, consumer trust and corporate reputation: South Korean consumers' perspectives’’. Journal of Business Research 67 (2014) 295–302
  • • Kapoor, Shveta; Sandhu,H.S., (2010). "Does it Pay to be Socially Responsible? An Empirical Examination of Impact of Corporate Social Responsibility on Financial Performance," Global Business Review, International Management Institute, vol. 11(2), pages 185-208, June.
  • • Kang,Gi-Du; James, Jeffrey (2004), ‘’Service quality dimensions: an examination of Gronroos’s service quality model, ‘’Managing Service Quality, Vol.14 No.4,pp.266-277 • Kotler, Philip; Lee, Nancy (2005), ‘’Corporate Social Responsibility: Doing the Most Good for Your Company and Your Cause, N. J. Hoboken and John Wiley.
  • • Kotler, Philip; Lee, Nancy. (2006). Kurumsal sosyal sorumluluk. Kaçamak, S. Çev.,Yaylacık matbaası. İstanbul.
  • • Kurtuluş, Kemal (1998), Pazarlama Araştırmaları, Genişletilmiş Altıncı Basım, İstanbul.
  • • Lazar, Fred. (2003) ‘’A vital industry in search of new policies: air transport in Canada. Behind the Headlines’’. http://goliath.ecnext.com/coms2/gi_0199- 162100/A-vital-industry-insearch.html, (November, 1, 2018)
  • • Liu, Matthew Tingchi ; Wong, IpKin Anthony ; Chu, Rongwei ; Tseng, Ting-hsiang, (2014). ‘’Do perceived CSR initiatives enhance customer preference and loyalty in casinos’’? International journal of contemporary hospitality management. Vol. 26.2014, 7, p. 1024-1045
  • • Mandhachitara,Rujirutana; Poolthong,Yaowalak (2011) "A model of customer loyalty and corporate social responsibility," Journal of Services Marketing, vol. 25,
  • • Morgan, Robert; .Hunt, Shelby.D (1994). ‘’The commitment-trust theory of relationship marketing’’. Journal of Marketing 58,20-38
  • • Nalban, Z. Eser,(2005) ‘’İşletmelerde sosyal sorumluluk ve iş ahlakı’’ ,’’Celal Bayar Üniversitesi İ.İ.B.F.yönetim ve ekonomi dergisi,Cilt 12, Sayı 1, s.193-201 no.2,pp.122-133,2011.
  • • Oliver, Richard.L, (1999). ‘’Whence consumer loyalty’’? Journal of Marketing, 63, 33-34
  • • Peltekoğlu, Filiz. B. (2005). Halkla İlişkiler Nedir. İstanbul: Beta Yayınevi.
  • • Perez, A., Garcia de los Salmones, M.M., Rodrigurez del Bosque, I.(2012). ‘’The effect of corporate associations on consumer behavior’’. European Journal of Marketing 47 (1), 218-238
  • • Pivato, Sergio; Misani, Nicola; Tencati, Antonio (2008). ‘’The impact of corporate social responsibility on consumer trust: the case of organic food.’’ Business Ethics: A European Review 17, 3-12
  • • Raykov, Tenko. (1998a). ‘’Coefficient alpha and composite reliability with interrelated nonhomogeneous items’’. Applied Psychological Measurement, 22, 375-385.
  • • Reichheld, Frederick.F; Schefter, Phil.,(2000). ‘’E-loyalty your secret weapon on the Web’’. Harward Bussiness Review 78(4), 105-113
  • • Robbins, Stephen.P. (1994), Management, 4th Ed., Prentice hall International Inc., New Jersey.
  • • Romanova, I.(2004) ‘’Air Transport in the UK: Current Trends and Future Scenario’’., http://www.hausarbeiten.de/faecher/vorschau/3 6306.html, October 11, 2019
  • • Sabuncuoğlu,Zeyyat; Tokol,Tuncer ( 1997) İşletme, Bursa: Uludağ Üniversitesi. İ.İ.BF Yayınları.
  • • Sen, Sankar; Bhattacharya, C. B. (2001) "Does doing good always lead to doing better? Consumer reactions to corporate social responsibility," Journal of Marketing Research, vol. 38, no. 2, pp. 225-43.
  • • Sidersmukh, Deepak; Jadping, Singh; Barry, Sabol. (2002). ‘’Customer trust, value, and loyalty in relational exchanges’’. Journal of Marketing 66, 15-37
  • • Siskos, Yannis; Grigoroudis, Evangelos; Zopounidis, G., Saurais O.(1998).’’Measuring customer satisfaction using a collective preference disaggregation model’’. Journal of Global Optimization, Vol. 12, No. 2, pp. 175-195.
  • • Ueltschy, Linda,C; Laroche,Michael; Eggert, Axel,;Bind,Uta (2007). "Service quality and satisfaction: An international comparison of professional services perceptions," Journal of Services Marketing, vol. 21, no. 6, pp. 410-423.
  • • Valor, Carmen. (2005).’’Corporate social responsibility and corporate citizenship: towards corporate accountability’’. Business and Society Review, Vol. 110, pp. 191-212.
  • • Verhoef, Peter.C,(2003). ‘’Understanding the effect of customer relationship management effort on customer retention and customer share development’’. Journal of Marketing 67(4), 30-45
  • • Williams, A.(2005). ‘’Consumer social responsibility’’. Consumer Policy Review, 15(2): 34– 35.
  • • Yönet, Ender(2006). ‘Kurumsal Sosyal Sorumluluk Anlayışında Son Dönemeç: Stratejik Sorumluluk’, Balıkesir Üniversitesi Sosyal Bilimler Dergisi, Balıkesir.
  • • Yuksel, Atila; Rimmington, Mike. (1998) ‘’Customer-satisfaction measurement’’. Cornell otel and Restaurant Administration Quarterly, Vol. 39, No. 6, pp. 60-70.
  • • Zeithaml, Valarie; Berry, Leonard; Parasuraman, A.Parsu. (1996) ‘’The Behavioral Consequences of Service Quality’’. Journal of Marketing, 60, 31-46.

TÜRK HAVA YOLU ENDÜSTRİSİNDE KURUMSAL SOSYAL SORUMLULUK, GÜVEN, MÜŞTERİ MEMNUNİYETİ VE MÜŞTERİ SADAKAT ARASINDAKİ İLİŞKİSEL MODEL

Yıl 2021, Cilt: 4 Sayı: 2, 219 - 239, 19.07.2021
https://doi.org/10.33416/baybem.856596

Öz

Küresel çapta rekabetin yaşandığı günümüzde işletmeler, sürdürülebilir başarıyı elde etmenin kısa dönemli firma stratejileri ile sağlanamayacağının farkına varmışlardır. Bu sebeple farklı arayış içerisine giren işletmeler sosyal sorumluluk faaliyetlerinin işletmelere uzun dönemli, sürdürülebilir bir rekabet avantajı sağladığını fark etmişlerdir. Buna ilave olarak sosyal sorumluluk faaliyetlerinin toplum refahına olan etkisi, toplumun tüm kesimlerince kabul görmektedir. Hava yolları sektöründe de ciddi bir rekabet söz konusudur. Firmalar farklılaşarak pazardaki payını arttırmak ve sürekliliği sağlamak istemektedirler. Müşteri yönüyle bakıldığında ise tüketiciler, firmaların KSS faaliyetlerine daha fazla katılmasını ve bu faaliyetlere daha fazla bütçe ayırmasını beklemektedir ki son yıllarda sosyal sorumluluk eğilimi tüketicilerin tüketimlerine ve satın alma davranışlarına ciddi etki etmektedir. Müşteri sadakati, şirketlerin bir pazarlama aracı olarak Kurumsal Sosyal Sorumluluk (KSS) kullanarak etkilemeye çalıştıkları en temel tüketici davranışlarından biridir. Hava yolu endüstrisindeki firmalar, mevcut ve potansiyel tüketicilerin KSS faaliyetlerini nasıl değerlendireceklerini ve daha da önemlisi bu faaliyetlerin daha sadık müşterilere yol açıp açmayacağını merak etmektedirler. Hava yolu endüstrisinde, firmalar KSS politika girişimlerini giderek daha fazla formüle ediyor ve uyguluyor. Bu çalışmanın temel amacı, Türkiye hava yolu pazarında müşteri bilgi ve görüşlerini incelemek ve KSS ile müşteri sadakati arasındaki ilişkiyi incelemektir. Ayrıca KSS’nin müşteri tatmini ve güvene etkisi olup olmadığı da analiz edilecektir. Çalışma için veri toplamak amacıyla Türkçe anket online olarak hazırlanmış ve yapılmıştır. Sık uçuş yapan kişiler çalışmanın hedef kitlesini oluşturmaktadır. Araştırma kapsamınca 405 kişi ile anket çalışması yapılmıştır. Bunlardan 332 katılımcının cevapları çalışma için uygun görülmüştür. Analiz için yapısal eşitlik modeli kullanılmıştır. Yapılan analiz sonucunda kurulan model anlamlı çıkmıştır. Hava yolu firmalarının firmalarında yaptığı sosyal sorumluluk faaliyetlerinin güven ve müşteri memnuniyeti üzerinde pozitif bir etkisi bulunmaktadır, ancak müşteri sadakat üzerinde pozitif etkisi olduğu bulunmamıştır. Hava yolları firmaları sosyal sorumluluk faaliyetlerini arttırdığında müşterilerin firmaya güveni ve müşteri memnuniyeti artacak bu da firmanın yararına olacaktır.

Kaynakça

  • • Ailawadi, Kusum; Keller, Kevin (2004). ‘’Understanding retail branding: conceptual insights and research priorities’’. Journal of Retailing, 80, 331-342
  • • Aktan, Can (1999). ‘’Meslek Ahlaki ve Sosyal Sorumluluk’’. Istanbul: Ari Dufunce ve Toplumsal Gelişim Dernegi.
  • • Auger, Pat; Burke, Paul; Devinney, Timothy (2003). ‘’What Will Consumers Pay for Social Product Features’’?. Journal of Business Ethics 42, 281–304
  • • Balabanis, George; Philips, Hugh. C; Lyall, Jonathan. (1998). ‘’Corporate social responsibility and economic performance in the top British companies: are they linked’’? European Business Review, 98(1): 25-44.
  • • Baron, David. P. (2000). Business Environment. New Jersey: Prentice Hall.
  • • Bhattacharya, C.B; Sen, Sankar (2003). ‘’Consumer-company identification: a framework for understanding consumer’s relationship with companies’’. Journal of Marketing 67(2), 76-88
  • • Bhattacharya, C. B; Sen, Sankar (2004). ‘’Doing Better at Doing Good: When, Why and How Consumers Respond to Corporate Social Initiatives’'. California Management Review, Vol. 47, No. 1, pp. 9-24.
  • • Bhattacharya, C. B; Sen, Sankar; Korschun, Daniel (2011) ‘’Leveraging Corporate Social Responsibility: The Stakeholder Route to Business and Societal Value’’. Cambridge University Press, Cambridge: UK.
  • • Biehal, Gabriel. J; Sheinin, Daniel. A (2007), "The influence of corporate messages on the product portfolio," Journal of Marketing, vol. 71, no. 2, pp. 12-25.
  • • Brown,T.J.; Dacin, Peter, A (1997), "The company and the product: Corporate associations and consumer product responses," Journal of Marketing, vol. 61, no. 1, pp. 68-84.
  • • Caroll, Archie B., (1991).’’The pyramid of corporate social responsibility: Toward to the moral management of organizational stakeholders, Business Horizons, july-August-199, s,39-48
  • • Çerik, Şule; Özarslan, Emel (2008). ‘’Çalışanların sosyal sorumluluk boyutlarına ilişkin algılamaları: İlaç sektöründe karşılaştırmalı bir uygulama’’, Ege Akademik Bakış, Cilt 8, Sayı 2, s.587-604
  • • Charles,W.L.Hill; Jones, Gareth R (1989)Strategic Management: An Integrated Approach, (Boston: Houghton Mifflin Company, 48. • Chaudhuri, A.Holbrook, M., (2001). ‘’The chain of effects from brand trust and brand affect to brand performance:the role of brand loyalty’’. Journal of Marketing 65(2), 81-93
  • • Chen, Fang-Yuan; Chang,Yu-Hern; Lin, Yi-Hsin (2012).’’Customer perceptions of airline social responsibility’’. Journal of Air Transport Management, Vol. 20,, pp. 49-50.
  • • Cronin, Joseph. J; Jr Brady, Michael. K; Hult, Tomas. M. (2000). ‘’Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments’’. Journal of Retailing, 76(2), 193–218.
  • • Crosby, Lavrence; Evans, Kennath; Cowles, Deborah (1990). ‘’Relationship quality in services selling: an interpersonal influence perspective’’. Journal of Marketing 54,68-81
  • • Dick, Alan; Basu, Klaun (1994.), "Customer loyalty: toward an integrated conceptual framework," Journal of Academy of Marketing Science, vol. 22, no. 2, pp. 99-113.
  • • Dinçer, Ömer (1998) Stratejik Yönetim ve İşletme Politikası, Beta Yayınları, İstanbul,
  • • European Commission. (2011) Communication from the commission to the European parliament, the council, the European economic and social committee and the committee of the regions. [cit. 2019-04-09] Available at WWW: <http://ec.europa.eu/enterprise/policies/sustainablebusiness/files/csr/newcsr/ac t_en.pdf
  • • F. Hair Jr, Joe.;Sarstedt, Marko; Hopkins, Lucas; G. Kuppelwieser, Volker (2014), "Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research", European Business Review, Vol. 26 No. 2, pp. 106-121.
  • • Fornell,Claes; Mithas, Sunil; Morgeson Forrest; Krishnan,M.S. (2006) "Customer satisfaction and stock prices: High returns Low Risk," Journal of Marketing, vol. 70, no. 1, pp. 3-14,
  • • Forster, T. Die griinen Yuppies (2007,) Werben&Verkaufen, Vol. 51, No. 45.
  • • Fraser, Bruce W (2005). ‘’Corporate social responsibility’’ Internal Auditor, 62(1): 43–47.
  • • Freeman, R.Edward; Gilbert, Daniel.R. Jr. (1988). Corporate Strategy and the Search for Ethics, Prentice-Hall, Englewood Cliffs, NJ.
  • • Graves, Samuel. B.; Waddock Sandra. A.( 1994). ‘’Institutional and corporate social performance’’. The Academy of Management Journal, 37(4): 1034–1046.
  • • Güngör Önal, (1997), İşletme Yönetim ve Organizasyonu. İstanbul: Türkmen Kitapevi
  • • H. J. Oh, K. W. Hong, and H. C. Kim (2013). "The influence of multidimensional aspects of service quality, communication on customer satisfaction and customer behavior - focused on the Airline Service," Korean Business Education Review, vol. 28, no. 3, pp. 273-295.
  • • He, Hongwei; Li, Yan (2011). ‘’CSR and service brand: the mediating effect of brand identification and moderating effect of service quality’’. Journal of Business Ethihcs 100, 673-688
  • • Jamaliah Mohd. Yusof, Hasman Abdul Manan, Norzitah Abd. Karim, and Nor Akila Mohd. Kassim.(2015) "Customer's Loyalty Effects of CSR Initiatives" Procedia - Social and Behavioral Sciences, vol. 170
  • • Jongchul, Park; Hanjoon, Lee; Chankon, Kim (2013). ‘’Corporate social responsibilities, consumer trust and corporate reputation: South Korean consumers' perspectives’’. Journal of Business Research 67 (2014) 295–302
  • • Kapoor, Shveta; Sandhu,H.S., (2010). "Does it Pay to be Socially Responsible? An Empirical Examination of Impact of Corporate Social Responsibility on Financial Performance," Global Business Review, International Management Institute, vol. 11(2), pages 185-208, June.
  • • Kang,Gi-Du; James, Jeffrey (2004), ‘’Service quality dimensions: an examination of Gronroos’s service quality model, ‘’Managing Service Quality, Vol.14 No.4,pp.266-277 • Kotler, Philip; Lee, Nancy (2005), ‘’Corporate Social Responsibility: Doing the Most Good for Your Company and Your Cause, N. J. Hoboken and John Wiley.
  • • Kotler, Philip; Lee, Nancy. (2006). Kurumsal sosyal sorumluluk. Kaçamak, S. Çev.,Yaylacık matbaası. İstanbul.
  • • Kurtuluş, Kemal (1998), Pazarlama Araştırmaları, Genişletilmiş Altıncı Basım, İstanbul.
  • • Lazar, Fred. (2003) ‘’A vital industry in search of new policies: air transport in Canada. Behind the Headlines’’. http://goliath.ecnext.com/coms2/gi_0199- 162100/A-vital-industry-insearch.html, (November, 1, 2018)
  • • Liu, Matthew Tingchi ; Wong, IpKin Anthony ; Chu, Rongwei ; Tseng, Ting-hsiang, (2014). ‘’Do perceived CSR initiatives enhance customer preference and loyalty in casinos’’? International journal of contemporary hospitality management. Vol. 26.2014, 7, p. 1024-1045
  • • Mandhachitara,Rujirutana; Poolthong,Yaowalak (2011) "A model of customer loyalty and corporate social responsibility," Journal of Services Marketing, vol. 25,
  • • Morgan, Robert; .Hunt, Shelby.D (1994). ‘’The commitment-trust theory of relationship marketing’’. Journal of Marketing 58,20-38
  • • Nalban, Z. Eser,(2005) ‘’İşletmelerde sosyal sorumluluk ve iş ahlakı’’ ,’’Celal Bayar Üniversitesi İ.İ.B.F.yönetim ve ekonomi dergisi,Cilt 12, Sayı 1, s.193-201 no.2,pp.122-133,2011.
  • • Oliver, Richard.L, (1999). ‘’Whence consumer loyalty’’? Journal of Marketing, 63, 33-34
  • • Peltekoğlu, Filiz. B. (2005). Halkla İlişkiler Nedir. İstanbul: Beta Yayınevi.
  • • Perez, A., Garcia de los Salmones, M.M., Rodrigurez del Bosque, I.(2012). ‘’The effect of corporate associations on consumer behavior’’. European Journal of Marketing 47 (1), 218-238
  • • Pivato, Sergio; Misani, Nicola; Tencati, Antonio (2008). ‘’The impact of corporate social responsibility on consumer trust: the case of organic food.’’ Business Ethics: A European Review 17, 3-12
  • • Raykov, Tenko. (1998a). ‘’Coefficient alpha and composite reliability with interrelated nonhomogeneous items’’. Applied Psychological Measurement, 22, 375-385.
  • • Reichheld, Frederick.F; Schefter, Phil.,(2000). ‘’E-loyalty your secret weapon on the Web’’. Harward Bussiness Review 78(4), 105-113
  • • Robbins, Stephen.P. (1994), Management, 4th Ed., Prentice hall International Inc., New Jersey.
  • • Romanova, I.(2004) ‘’Air Transport in the UK: Current Trends and Future Scenario’’., http://www.hausarbeiten.de/faecher/vorschau/3 6306.html, October 11, 2019
  • • Sabuncuoğlu,Zeyyat; Tokol,Tuncer ( 1997) İşletme, Bursa: Uludağ Üniversitesi. İ.İ.BF Yayınları.
  • • Sen, Sankar; Bhattacharya, C. B. (2001) "Does doing good always lead to doing better? Consumer reactions to corporate social responsibility," Journal of Marketing Research, vol. 38, no. 2, pp. 225-43.
  • • Sidersmukh, Deepak; Jadping, Singh; Barry, Sabol. (2002). ‘’Customer trust, value, and loyalty in relational exchanges’’. Journal of Marketing 66, 15-37
  • • Siskos, Yannis; Grigoroudis, Evangelos; Zopounidis, G., Saurais O.(1998).’’Measuring customer satisfaction using a collective preference disaggregation model’’. Journal of Global Optimization, Vol. 12, No. 2, pp. 175-195.
  • • Ueltschy, Linda,C; Laroche,Michael; Eggert, Axel,;Bind,Uta (2007). "Service quality and satisfaction: An international comparison of professional services perceptions," Journal of Services Marketing, vol. 21, no. 6, pp. 410-423.
  • • Valor, Carmen. (2005).’’Corporate social responsibility and corporate citizenship: towards corporate accountability’’. Business and Society Review, Vol. 110, pp. 191-212.
  • • Verhoef, Peter.C,(2003). ‘’Understanding the effect of customer relationship management effort on customer retention and customer share development’’. Journal of Marketing 67(4), 30-45
  • • Williams, A.(2005). ‘’Consumer social responsibility’’. Consumer Policy Review, 15(2): 34– 35.
  • • Yönet, Ender(2006). ‘Kurumsal Sosyal Sorumluluk Anlayışında Son Dönemeç: Stratejik Sorumluluk’, Balıkesir Üniversitesi Sosyal Bilimler Dergisi, Balıkesir.
  • • Yuksel, Atila; Rimmington, Mike. (1998) ‘’Customer-satisfaction measurement’’. Cornell otel and Restaurant Administration Quarterly, Vol. 39, No. 6, pp. 60-70.
  • • Zeithaml, Valarie; Berry, Leonard; Parasuraman, A.Parsu. (1996) ‘’The Behavioral Consequences of Service Quality’’. Journal of Marketing, 60, 31-46.
Toplam 58 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular İşletme
Bölüm Makaleler
Yazarlar

Ramis Kurt 0000-0001-6562-4963

Yayımlanma Tarihi 19 Temmuz 2021
Gönderilme Tarihi 8 Ocak 2021
Yayımlandığı Sayı Yıl 2021 Cilt: 4 Sayı: 2

Kaynak Göster

APA Kurt, R. (2021). TÜRK HAVA YOLU ENDÜSTRİSİNDE KURUMSAL SOSYAL SORUMLULUK, GÜVEN, MÜŞTERİ MEMNUNİYETİ VE MÜŞTERİ SADAKAT ARASINDAKİ İLİŞKİSEL MODEL. İşletme Ekonomi Ve Yönetim Araştırmaları Dergisi, 4(2), 219-239. https://doi.org/10.33416/baybem.856596

İşletme Ekonomi ve Yönetim Araştırmaları Dergisi Creative Commons Atıf 4.0 Uluslararası Lisansı ile lisanslanmıştır.

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