Determinants of Behavioral Intention to Use South Korean Airline Services: Effects of Service Quality and Corporate Social Responsibility

Sustainability

Eunil Park¹  Sanghoon Lee¹  Sang Jib Kwon³  Angel P. del Pobil² 

[1] School of Innovation, Korea Advanced Institute of Science and Technology (KAIST), 291 Daehak-ro, Yuseong-gu, Daejeon 305-701, Korea; E-Mails:;Robotic Intelligence Laboratory, Department of Computer Science and Engineering, Jaume-I University, Edifici TI, Castellon de la Plana 12071, Spain;Department of Business Administration, Dongguk University, 123 Dongdae-ro, Gyeongju-si, Gyeongsangbuk-do 780-714, Korea

关键词: corporate social responsibility;    service quality;    satisfaction;    airline service;    behavioral intention to use;   

DOI  :  10.3390/su70912106

来源: mdpi

【 摘 要 】

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.

【 授权许可】

CC BY   
© 2015 by the authors; licensee MDPI, Basel, Switzerland.