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Antecedents of Behavioral Intention to Use Mobile Telecommunication Services: Effects of Corporate Social Responsibility and Technology Acceptance

Author

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  • Sanghoon Lee

    (School of Innovation, Korea Advanced Institute of Science and Technology (KAIST), 291 Daehak-ro, Yuseong-gu, Daejeon 305-701, Korea)

  • Eunil Park

    (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, Castellon de la Plana 12071, Spain
    Department of Interaction Science, Sungkyunkwan University, Seoul 110-745, Korea)

Abstract

The concepts of corporate social responsibility (CSR) and user experience have been identified as core determinants of the success of service providers. Accordingly, practitioners and researchers have investigated the effects of service providers’ CSR and user experience on behavioral intention to use a particular service. Based on the importance of these concepts, the current study integrates subjective dimensions of CSR with the technology acceptance model (TAM) to explore whether the CSR efforts of mobile telecommunication services providers and the service acceptance of their customers have significant effects on behavioral intention to use a service. We apply structural equation modeling and find that two factors from the TAM ( i.e. , usefulness and ease of use) as well as economic, social, and environmental responsibility are significantly related to customer attitude and satisfaction. Moreover, our results show that there are significantly positive relationships between customer attitude and behavioral intention to use a service, as well as between customer satisfaction and intention. Practical and theoretical implications along with notable limitations of the current study are presented.

Suggested Citation

  • Sanghoon Lee & Eunil Park & Sang Jib Kwon & Angel P. Del Pobil, 2015. "Antecedents of Behavioral Intention to Use Mobile Telecommunication Services: Effects of Corporate Social Responsibility and Technology Acceptance," Sustainability, MDPI, vol. 7(8), pages 1-15, August.
    • Handle: RePEc:gam:jsusta:v:7:y:2015:i:8:p:11345-11359:d:54498
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    References listed on IDEAS

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    Cited by:

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    3. 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.
    4. 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.
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    7. Patrick Klein & Bastian Popp, 2022. "Last-Mile Delivery Methods in E-Commerce: Does Perceived Sustainability Matter for Consumer Acceptance and Usage?," Sustainability, MDPI, vol. 14(24), pages 1-27, December.
    8. Dissakoon Chonsalasin & Sajjakaj Jomnonkwao & Vatanavongs Ratanavaraha, 2020. "Key Determinants of Airline Loyalty Modeling in Thailand," Sustainability, MDPI, vol. 12(10), pages 1-17, May.
    9. 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.
    10. 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.
    11. 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.
    12. Eloy Gil-Cordero & Juan Pedro Cabrera-Sánchez & Ignacio Cepeda-Carrión & Jaime Ortega-Gutierrez, 2021. "Measuring Behavioural Intention through the Use of Greenwashing: A Study of the Mediating Effects and Variables Involved," Sustainability, MDPI, vol. 13(12), pages 1-12, June.
    13. 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.
    14. 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.
    15. Park, Eunil, 2019. "Corporate social responsibility as a determinant of corporate reputation in the airline industry," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 215-221.
    16. Park, Eunil & Kwon, Sang Jib, 2017. "What motivations drive sustainable energy-saving behavior?: An examination in South Korea," Renewable and Sustainable Energy Reviews, Elsevier, vol. 79(C), pages 494-502.
    17. Pedro R. Palos-Sanchez & José M. Hernandez-Mogollon & Ana M. Campon-Cerro, 2017. "The Behavioral Response to Location Based Services: An Examination of the Influence of Social and Environmental Benefits, and Privacy," Sustainability, MDPI, vol. 9(11), pages 1-21, October.
    18. Yung-Tsan Jou & Klint Allen Mariñas & Charmine Sheena Saflor & Don Adonis Bernabe & Jhon Raymond Casuncad & Karen Geronimo & Jerson Mabbagu & Felicitty Sales & Kim Aaron Verceles, 2024. "Assessing the Community Perception in San Jose, Occidental Mindoro, of Proper Waste Disposal: A Structural Equation Modeling Approach," Sustainability, MDPI, vol. 16(3), pages 1-23, January.
    19. Mariana Strenitzerová & Ján Gaňa, 2018. "Customer Satisfaction and Loyalty as a Part of Customer-Based Corporate Sustainability in the Sector of Mobile Communications Services," Sustainability, MDPI, vol. 10(5), pages 1-17, May.
    20. 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.
    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. Ali Noudoostbeni & Kiran Kaur & Hashem Salarzadeh Jenatabadi, 2018. "A Comparison of Structural Equation Modeling Approaches with DeLone & McLean’s Model: A Case Study of Radio-Frequency Identification User Satisfaction in Malaysian University Libraries," Sustainability, MDPI, vol. 10(7), pages 1-16, July.

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