Effects of Service Quality, Corporate Image, and Customer Trust on the Corporate Reputation of Airlines

HakJun Song, Wenjia Ruan and Yunmi Park
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HakJun Song: Department of Hotel & Convention Management, Pai Chai University, 155-40 Baejae-ro, Seo-gu, Daejeon 302-735, Korea
Wenjia Ruan: Department of Hotel & Convention Management, Pai Chai University, 155-40 Baejae-ro, Seo-gu, Daejeon 302-735, Korea
Yunmi Park: Department of Aviation Service, Cheong Ju University, 298 Daesung-ro, Cheongwon-gu, Cheong Ju 28503, Korea

Sustainability, 2019, vol. 11, issue 12, 1-14

Abstract: With the continuously increasing demand for air travel, competition among airlines has increased as well. The purpose of this study is to examine empirically the causal relationships among the perceived service quality, corporate image, customer trust, and corporate reputation of Asiana Airline in South Korea using SERVQUAL measures. An onsite survey of Korean passengers was conducted. The results of this study reveal that responsiveness and reliability of service quality significantly affect corporate image and customer trust, whereas tangibles, empathy, and assurance of service quality are not significant antecedents of corporate image and customer trust. It is also found that corporate image and customer trust significantly affect corporate reputation. Based on these findings, theoretical importance and practical implications are discussed in this paper.

Keywords: perceived quality; corporate image; customer trust; corporate reputation (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (12)

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