TY - GEN
T1 - The Impact of COVID-19 Pandemic on Airport
T2 - 2022 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2022
AU - Prasetyo, Yogi Tri
AU - Fuente, Darlene Gayle D.Dela
AU - Chuenyindee, Thanatorn
AU - Nadlifatin, Reny
AU - Persada, Satria Fadil
N1 - Publisher Copyright:
© 2022 IEEE.
PY - 2022
Y1 - 2022
N2 - Delivering a high service quality under the safety protocol of COVID-19 is very essential for the sustainable airport operations. The study was intended to determine the impact of COVID-19 on Airport Service Quality (ASQ), customer satisfaction, and travel intention by utilizing a structural equation modeling (SEM) approach. A total of 517 Filipinos voluntarily answered an online questionnaire that consists of 92 questions. SEM indicated that the security check, terminal facilities, and services had significant effects on perceived value which subsequently led to customer satisfaction. In addition, travel safety measures had direct effects on Filipinos' travel intention and customer satisfaction. Interestingly, service innovations had no significant impact on customer satisfaction but directly affected travel intention. By understanding the relationship between these factors, airport management could have better decision-making while efficiently and effectively utilizing the resources in these times of uncertainty.
AB - Delivering a high service quality under the safety protocol of COVID-19 is very essential for the sustainable airport operations. The study was intended to determine the impact of COVID-19 on Airport Service Quality (ASQ), customer satisfaction, and travel intention by utilizing a structural equation modeling (SEM) approach. A total of 517 Filipinos voluntarily answered an online questionnaire that consists of 92 questions. SEM indicated that the security check, terminal facilities, and services had significant effects on perceived value which subsequently led to customer satisfaction. In addition, travel safety measures had direct effects on Filipinos' travel intention and customer satisfaction. Interestingly, service innovations had no significant impact on customer satisfaction but directly affected travel intention. By understanding the relationship between these factors, airport management could have better decision-making while efficiently and effectively utilizing the resources in these times of uncertainty.
KW - Airport
KW - COVID-19
KW - Customer Satisfaction
KW - SERVQUAL
KW - Sustainable Mobility
UR - http://www.scopus.com/inward/record.url?scp=85146334069&partnerID=8YFLogxK
U2 - 10.1109/IEEM55944.2022.9989834
DO - 10.1109/IEEM55944.2022.9989834
M3 - Conference contribution
AN - SCOPUS:85146334069
T3 - IEEE International Conference on Industrial Engineering and Engineering Management
SP - 1005
EP - 1009
BT - IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2022
PB - IEEE Computer Society
Y2 - 7 December 2022 through 10 December 2022
ER -