Determinants of Behavioral Intention to Use South Korean Airline Services: Effects of Service Quality and Corporate Social Responsibilityopen access
- Authors
- Park, E[Park, Eunil]; Lee, S[Lee, Sanghoon]; Kwon, SJ[Kwon, Sang Jib]; del Pobil, AP[del Pobil, Angel P.]
- Issue Date
- Sep-2015
- Publisher
- MDPI AG
- Keywords
- corporate social responsibility; service quality; satisfaction; airline service; behavioral intention to use
- Citation
- SUSTAINABILITY, v.7, no.9, pp.12106 - 12121
- Indexed
- SCIE
SSCI
SCOPUS
- Journal Title
- SUSTAINABILITY
- Volume
- 7
- Number
- 9
- Start Page
- 12106
- End Page
- 12121
- URI
- https://scholarworks.bwise.kr/skku/handle/2021.sw.skku/43160
- DOI
- 10.3390/su70912106
- ISSN
- 2071-1050
- Abstract
- Since the introduction of corporate social responsibility (CSR), it has become an important duty of companies and organizations. In addition, academic and industry researchers have attempted to explore the effects of corporate social responsibility on firm performance. To this end, this study examined how corporate social responsibility and service quality are notably associated with customer satisfaction and behavioral intention to use by employing a structural equation modeling method. A research model with nine constructs was introduced and the findings revealed that economic, social, and environmental responsibility, as well as in-flight service quality, significantly determined customer satisfaction, while there were notable connections between customer satisfaction and behavioral intention to use. However, service quality at airports did not have a significant effect on satisfaction. The practical and theoretical implications of the current study are discussed.
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Collections - Graduate School > Interaction Science > 1. Journal Articles
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