Assessing the Effects of Corporate Sustainable Management on Customer Satisfaction

This study identifies the environmental, social, economic and ethical responsibilities of a firm as key components of successful sustainable management, and investigates how these corporate responsibilities contribute to enhancing competiveness and customer satisfaction. A structural equation modelling analysis was conducted on data collected from 914 customers of railway service users in South Korea. The results indicate that firms' environmental, social and ethical responsibilities serve to increase service and provider competitiveness, which leads to greater customer satisfaction. However, firms' economic responsibility is found to be a less influential component of sustainable management. Implications of the key findings and potential avenues for future study are addressed.