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Advisor(s)
Abstract(s)
In recent years, organisations have shown a growing interest in developing social responsibility (CSR) practices. In parallel, territories seek to promote (to their citizens, visitors and tourists) services that promote satisfaction and loyalty and, consequently, a greater development in regions and community. In this perspective, the present study proposes a new research model to examine how CSR influences the loyalty of Generation Z to Metro do Porto services, as well as, its interaction with service quality, corporate image and customer satisfaction. To answer the research objectives a sample of 149 Generation Z customers was collected and a quantitative analysis was applied through the structural equation model. The results obtained show that CSR and service quality have a direct influence on satisfaction and loyalty of Generation Z to Metro do Porto. Additionally, the results suggest a relationship between regional development and corporate sustainability strategies that integrate social responsibility practices. They emphasize the relevance that social responsibility practices have for companies as a vehicle for customer satisfaction and loyalty, especially Generation Z, to a company. In an interdisciplinary perspective, this study presents contributions to the development of territories and to marketing (public and places).
Description
Keywords
Desenvolvimento regional Lealdade Metro do Porto Cidadãos Turistas
Citation
Cardoso, Rita; Veloso, Cláudia M.; Sousa, Bruno. (2022). The loyalty of generetion Z to metro do Porto contribution to regional development. Revista Portuguesa de Estudos Regionais. ISSN 1645586X. 62, p. 143-159
Publisher
Elsevier