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

HakJun Song / Wenjia Ruan / Yunmi Park

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.

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

HakJun Song / Wenjia Ruan / Yunmi Park

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.

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

HakJun Song / Wenjia Ruan / Yunmi Park

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.

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Title:

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

Contributors:

HakJun Song (author) / Wenjia Ruan (author) / Yunmi Park (author)

Published in:

Sustainability, Vol 11, Iss 12, p 3302 (2019)

Publication date:

2019

ISSN:

DOI:

https://doi.org/10.3390/su11123302

Type of media:

Article (Journal)

Type of material:

Electronic Resource

Language:

Unknown

Keywords:

perceived quality , corporate image , customer trust , corporate reputation , Environmental effects of industries and plants , TD194-195 , Renewable energy sources , TJ807-830 , Environmental sciences , GE1-350

Metadata by DOAJ is licensed under CC BY-SA 1.0

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