Vol. 14 No. 1 (2026): Business & Management Studies: An International Journal
Articles

Corporate social responsibility in container shipping: Its effects on customer satisfaction and loyalty — the case of Turkey

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  • Gülşah Ardıç,
  • Özlem Sanrı
Gülşah Ardıç
Graduate School, Yeditepe University, Istanbul, Turkey
Özlem Sanrı
Associate Professor, Yeditepe University, Istanbul, Turkey

Published 2026-03-25

Keywords

  • Container Shipping, Corporate Social Responsibility (CSR), Customer Satisfaction, Customer Loyalty
  • Konteyner Taşımacılığı, Kurumsal Sosyal Sorumluluk (KSS), Müşteri Memnuniyeti, Müşteri Sadakati

How to Cite

Corporate social responsibility in container shipping: Its effects on customer satisfaction and loyalty — the case of Turkey. (2026). Business & Management Studies: An International Journal, 14(1), 267-280. https://doi.org/10.15295/bmij.v14i1.2700

Copyright (c) 2026 Gülşah Ardıç- Özlem Sanrı

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

How to Cite

Corporate social responsibility in container shipping: Its effects on customer satisfaction and loyalty — the case of Turkey. (2026). Business & Management Studies: An International Journal, 14(1), 267-280. https://doi.org/10.15295/bmij.v14i1.2700

Abstract

Corporate social responsibility (CSR) is becoming increasingly important for the maritime logistics industry's competitive advantage while simultaneously enhancing its social accountability. The objective of this research is to assess how the CSR practices of container shipping companies in Turkey affect customer satisfaction and loyalty among customers of foreign trade services. Using the theoretical framework of Social Exchange Theory (SET), a quantitative research methodology was employed, and an online survey was administered to 165 export companies (n=165) that are members of the Aegean and Marmara Exporters' Associations. The survey data were analysed using correlation and regression analyses and ANOVA. The statistical findings support the conclusion that CSR significantly improves both customer satisfaction and commitment (p < .05). The regression analyses showed high explanatory power. In addition, the ANOVA tests demonstrated that significant differences exist across industries (for example, fisheries and animal products, textiles, minerals, and natural stone) and company size, with large companies perceiving companies' CSR efforts more favourably than do small or medium-sized companies. Therefore, these findings demonstrate that adopting sustainable-oriented CSR initiatives will create strong customer engagement and serve as a key differentiator at the strategic level in Turkey's container shipping industry.

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