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Corporate Environmental Responsibility and Customer Satisfaction in the Digital era: Insights From Singapore Airlines (2011–2024)
Abstract
In an era that marked by digital transformation, corporate environmental responsibility has evolved to the point where it has an influence on customer behaviors and satisfaction. This study aims to analyze the relationship between corporate environmental responsibility indicators and customer satisfaction metrics in Singapore Airlines during the period 2011-2024. Therefore, researchers explore the effect of environmental efforts, such as reducing carbon emissions, energy efficiency, waste management, and using renewable energy on customer satisfaction. The study employs a quantitative method using tools like normalized trend curve and spearman correlation. Results show a strong positive relationship between renewable energy use and operational efficiency. While, some indicators like waste management exhibits a weak relationship.
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