Impacts of the Hotel’s Corporate Social Responsibility on the Guest’s Loyalty and Satisfaction: A Case Study of 4- and 5-Star Hotels in Khanh Hoa Province

This study explored the impact of corporate social responsibility on the satisfaction and loyalty of tourists in the hotel industry. The Structural Equation Modeling (SEM) method was applied to test the proposed research model and hypotheses. The study’s results revealed that all four components of CSR in the hotel industry, including social, economic, environmental, and stakeholder components, have positive impacts on guest satisfaction. However, only three factors, including social, economic, and stakeholder components, have significant impacts on guest satisfaction. The study’s results also confirmed that satisfaction has a significant positive influence on the loyalty of guests.