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

Eunil Park (), Sanghoon Lee (), Sang Jib Kwon () and Angel P. Del Pobil ()
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Eunil Park: School of Innovation, Korea Advanced Institute of Science and Technology (KAIST), 291 Daehak-ro, Yuseong-gu, Daejeon 305-701, Korea
Sanghoon Lee: School of Innovation, Korea Advanced Institute of Science and Technology (KAIST), 291 Daehak-ro, Yuseong-gu, Daejeon 305-701, Korea
Sang Jib Kwon: Department of Business Administration, Dongguk University, 123 Dongdae-ro, Gyeongju-si, Gyeongsangbuk-do 780-714, Korea
Angel P. Del Pobil: Robotic Intelligence Laboratory, Department of Computer Science and Engineering, Jaume-I University, Edifici TI, Castellon de la Plana 12071, Spain

Sustainability, 2015, vol. 7, issue 9, 1-16

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.

Keywords: corporate social responsibility; service quality; satisfaction; airline service; behavioral intention to use (search for similar items in EconPapers)
JEL-codes: Q Q0 Q2 Q3 Q5 Q56 O13 (search for similar items in EconPapers)
Date: 2015
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