Effects of Service Quality, Corporate Image, and Customer Trust on the Corporate Reputation of Airlines
Year: 2019
Type: article
Study design: Observational Study
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.
Source: Sustainability
DOI: 10.3390/su11123302
Authors: HakJun Song, Wenjia Ruan, Yunmi Park
Institutions: Pai Chai University, Cheongju University
Language: English
Domain: Social Sciences
Open Access status: gold
Estimated APC paid: $1,722
OpenAlex ID: W2952862052