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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
Pedagogical Context
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