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The impact of corporate social responsibility on customer loyalty: a study of the banking industry in Hong Kong Aris Lam Submitted for the degree of Doctor of Philosophy Heriot-Watt University Edinburgh Business School May 2016 The copyright in this thesis is owned by the author. THE PRESENT DOCTORATE THESIS TITLE: “CUSTOMERS´ LOYALTY AND ITS ANTECEDENTS AND PERCEPTION OF ISO 9001 IN ONLINE BANKING” SUBMITTED BY LUC HONORE PETNJI YAYA FOR THE AWARD OF THE DOCTORATE DEGREE WAS DONE UNDER OUR SUPERVISION Thesis On Customer Loyalty. 4, No. Thesis On Customer Loyalty. This thesis also analyzes the factors that have impact on customer satisfaction and result in customer loyalty.The objective of this thesis is to contribute to the understanding of drivers of customer loyalty by exploring the dynamics of customer‐brand relationships and the role they play for the creation and management of customer loyalty in the airline industry.A STUDY OF THE FACTORS INFLUENCING …. no. 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