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Sustainability 2015, 7(9), 12106-12121; doi:10.3390/su70912106

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

1
School of Innovation, Korea Advanced Institute of Science and Technology (KAIST), 291 Daehak-ro, Yuseong-gu, Daejeon 305-701, Korea
2
Department of Business Administration, Dongguk University, 123 Dongdae-ro, Gyeongju-si, Gyeongsangbuk-do 780-714, Korea
3
Robotic Intelligence Laboratory, Department of Computer Science and Engineering, Jaume-I University, Edifici TI, Castellon de la Plana 12071, Spain
4
Department of Interaction Science, Sungkyunkwan University, 25-2 Sungkyunkwan-ro, Seoul 110-745, Korea
*
Authors to whom correspondence should be addressed.
Academic Editor: Marc A. Rosen
Received: 10 July 2015 / Revised: 19 August 2015 / Accepted: 20 August 2015 / Published: 1 September 2015
View Full-Text   |   Download PDF [953 KB, uploaded 1 September 2015]   |  

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. View Full-Text
Keywords: corporate social responsibility; service quality; satisfaction; airline service; behavioral intention to use corporate social responsibility; service quality; satisfaction; airline service; behavioral intention to use
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This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. (CC BY 4.0).

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MDPI and ACS Style

Park, E.; Lee, S.; Kwon, S.J.; del Pobil, A.P. Determinants of Behavioral Intention to Use South Korean Airline Services: Effects of Service Quality and Corporate Social Responsibility. Sustainability 2015, 7, 12106-12121.

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