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.
Highlights
With the increasing focus on corporate social responsibility (CSR) in corporate sustainable management over the past several decades, many studies on the impact or benefits of CSR have been conducted in the academic fields of marketing and consumer behavior [1,2,3]
As it is among the most critical success factors related to the profitability and performance of airline service firms, many studies have focused on the influence of service quality (SQ) on behavioral intention (BI) [16]; CSR initiatives are still not regarded as important factors of business success in the airline industry
The purpose of this study was to investigate whether and how service quality and CSR significantly affect behavioral intention to use through customer satisfaction among South Korean airline service providers by exploring an integrated research model
Summary
With the increasing focus on corporate social responsibility (CSR) in corporate sustainable management over the past several decades, many studies on the impact or benefits of CSR have been conducted in the academic fields of marketing and consumer behavior [1,2,3]. With regard to airline services in particular, previous studies have aimed to identify the determinants of BI [14,15]. As it is among the most critical success factors related to the profitability and performance of airline service firms, many studies have focused on the influence of service quality (SQ) on BI [16]; CSR initiatives are still not regarded as important factors of business success in the airline industry. The understanding of the impact of CSR on customer behavior in airline services is still limited and few empirical studies have been conducted on the importance on both
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
