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

Author

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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
    Department of Interaction Science, Sungkyunkwan University, 25-2 Sungkyunkwan-ro, Seoul 110-745, Korea)

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.

Suggested Citation

  • Eunil Park & Sanghoon Lee & Sang Jib Kwon & Angel P. Del Pobil, 2015. "Determinants of Behavioral Intention to Use South Korean Airline Services: Effects of Service Quality and Corporate Social Responsibility," Sustainability, MDPI, vol. 7(9), pages 1-16, September.
    • Handle: RePEc:gam:jsusta:v:7:y:2015:i:9:p:12106-12121:d:55118
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    References listed on IDEAS

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    Cited by:

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    3. Lu Yang & Cindy S B Ngai & Wenze Lu, 2020. "Changing trends of corporate social responsibility reporting in the world-leading airlines," PLOS ONE, Public Library of Science, vol. 15(6), pages 1-19, June.
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    5. SangRyeong Lee & Jin-Woo Park & Sukhoon Chung, 2022. "The Effects of Corporate Social Responsibility on Corporate Reputation: The Case of Incheon International Airport," Sustainability, MDPI, vol. 14(17), pages 1-19, September.
    6. Heesup Han & Amr Al-Ansi & Xiaoting Chi & Hyungshin Baek & Kyung-Sik Lee, 2020. "Impact of Environmental CSR, Service Quality, Emotional Attachment, and Price Perception on Word-of-Mouth for Full-Service Airlines," Sustainability, MDPI, vol. 12(10), pages 1-17, May.
    7. James Agyei & Shaorong Sun & Emmanuel Kofi Penney & Eugene Abrokwah & Richmond Ofori-Boafo, 2021. "Linking CSR and Customer Engagement: The Role of Customer-Brand Identification and Customer Satisfaction," SAGE Open, , vol. 11(3), pages 21582440211, August.
    8. Udompong Khomkaiy & Khanchitpol & Yousapronpaiboon, 2017. "Service Quality that Affects the Behavioral Intention to Re-Visit Low Cost Airline," International Journal of Business and Administrative Studies, Professor Dr. Bahaudin G. Mujtaba, vol. 3(4), pages 144-151.
    9. Georgia Lagoudaki & Efi Tsitskari & Thomas Karagiorgos & Georgia Yfantidou & George Tzetzis & George Tsiotras, 2024. "Corporate Social Responsibility and Consumer Behavior in Sports: Exploring and Adapting a Participatory Sports Scale," Sustainability, MDPI, vol. 16(14), pages 1-18, July.
    10. Ha Thu Nguyen & Hoang Nguyen & Nhan Duc Nguyen & Anh Chi Phan, 2018. "Determinants of Customer Satisfaction and Loyalty in Vietnamese Life-Insurance Setting," Sustainability, MDPI, vol. 10(4), pages 1-16, April.
    11. Hashem Salarzadeh Jenatabadi & Peyman Babashamsi & Datis Khajeheian & Nader Seyyed Amiri, 2016. "Airline Sustainability Modeling: A New Framework with Application of Bayesian Structural Equation Modeling," Sustainability, MDPI, vol. 8(11), pages 1-17, November.
    12. Sangryeong Lee & Soo-Kyoung Lee & Jin-Woo Park, 2024. "The Effect of Service Quality and Sustainability Practices on Brand Equity: The Case of Korean Air Passengers," Sustainability, MDPI, vol. 16(11), pages 1-20, May.
    13. Shanshan Gao & Wenqi Li & Jiayi Meng & Jianfeng Shi & Jianhua Zhu, 2023. "A Study on the Impact Mechanism of Digitalization on Corporate Green Innovation," Sustainability, MDPI, vol. 15(8), pages 1-21, April.
    14. Baumeister, Stefan & Nyrhinen, Jussi & Kemppainen, Tiina & Wilska, Terhi-Anna, 2022. "Does airlines’ eco-friendliness matter? Customer satisfaction towards an environmentally responsible airline," Transport Policy, Elsevier, vol. 128(C), pages 89-97.
    15. Soojung Kim & Jinsoo Hwang, 2023. "Airline CSR and Quality Attributes as Driving Forces of Passengers’ Brand Love: Comparing Full-Service Carriers with Low-Cost Carriers," Sustainability, MDPI, vol. 15(9), pages 1-14, April.
    16. Miguel Angel Latorre Guillem, 2020. "The Customer Orientation Service of Spanish Brokers in the Insurance Industry: The Advisory Service of the Insurance Distribution Channel Bancassurance," Sustainability, MDPI, vol. 12(7), pages 1-22, April.
    17. Dissakoon Chonsalasin & Sajjakaj Jomnonkwao & Vatanavongs Ratanavaraha, 2020. "Key Determinants of Airline Loyalty Modeling in Thailand," Sustainability, MDPI, vol. 12(10), pages 1-17, May.
    18. Olatunji Abdul Shobande & Mobolaji Daniel Akinbomi, 2020. "Competition dynamics in Nigerian aviation industry: a game theoretic approach," Future Business Journal, Springer, vol. 6(1), pages 1-8, December.
    19. Miguel Giménez García-Conde & Longinos Marín & Salvador Ruiz de Maya, 2016. "The Role of Generativity in the Effects of Corporate Social Responsibility on Consumer Behavior," Sustainability, MDPI, vol. 8(8), pages 1-14, August.
    20. Lee, Won Seok & Tang, Ruohan & Moon, Joonho & Song, Myungkeun, 2022. "The structural relationship between a low-cost carrier’s service experience, corporate social responsibility, brand love, and reuse intention: The case of Southwest Airlines," Journal of Air Transport Management, Elsevier, vol. 102(C).
    21. Sukhoon Chung & Jin-Woo Park & Sangryeong Lee, 2022. "The Influence of CSR on Airline Loyalty through the Mediations of Passenger Satisfaction, Airline Brand, and Airline Trust: Korean Market Focused," Sustainability, MDPI, vol. 14(8), pages 1-15, April.
    22. Yunduk Jeong & Suk-Kyu Kim & Jae-Gu Yu, 2019. "Determinants of Behavioral Intentions in the Context of Sport Tourism with the Aim of Sustaining Sporting Destinations," Sustainability, MDPI, vol. 11(11), pages 1-15, May.
    23. Park, Eunil & Jang, Yeonju & Kim, Jina & Jeong, Nam Jeong & Bae, Kunwoo & del Pobil, Angel P., 2019. "Determinants of customer satisfaction with airline services: An analysis of customer feedback big data," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 186-190.

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