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http://dx.doi.org/10.7782/JKSR.2014.17.6.423

A Study on the Effects of KORAIL's CSR on Customers' Reliability and Loyalty  

Yang, Jae-Hoon (School of Economics, Finance and Logistics, Kyungsung University)
Publication Information
Journal of the Korean Society for Railway / v.17, no.6, 2014 , pp. 423-432 More about this Journal
Abstract
The purchasing behavior of consumers is related to service quality and corporate social responsibility (CSR). Therefore, CSR is recognized as an important factor in company strategies. This study determines the relationship between the CSR activities of KORAIL and the reuse intention and recommendation intention of the consumer. CSR is composed of economic, legal, philanthropic, ethical, and environmental responsibilities. In the results of the structural equation modeling analyses, legal responsibility and economic reliability affect the reliability of KORAIL and this reliability affects the customers' reliability and loyalty. This paper proposes a compliance program, wagon safety information, customized tour packages, and communication strategy that will increase customer's reliability and loyalty.
Keywords
KORAIL; CSR; Railway service; Customer reliability; Customer loyalty;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
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