Corporate social responsibility, customer satisfaction, trust, and revisit intention among Turkish restaurants in Antalya, Türkiye

Abstract

Corporate social responsibility (CSR) has emerged as a significant determinant of customer satisfaction, trust, and loyalty. Although prior work has concentrated on CSR and customer happiness within the restaurant sector, the effects of other CSR components on satisfaction, loyalty, and revisit intention remain inadequately explored. This research investigates the correlations between each facet of CSR and customer satisfaction, loyalty, and revisit intention within the restaurant sector in the city centre of Antalya. A significant relationship was identified between all facets of CSR and customer satisfaction while a favorable correlation existed between consumer satisfaction and customer loyalty in the examined establishments. Findings further demonstrate a significant relationship between consumer loyalty and revisit intention. The study offers theoretical contributions to the domains of consumer behavior, hotel management, and corporate social responsibility in the context of emerging economies like Türkiye while further providing a nuanced understanding of how distinct CSR dimensions differentially affect satisfaction.