ABSTRACT
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. © 2022 IEEE.
ABSTRACT
With the rise of online shopping during COVID-19 pandemic in the Philippines, it is important to understand the buying decision among Filipinos. The purpose of this study was to determine the factors affecting customer satisfaction in online shopping. A valid response of 251 Filipinos participated in the empirical study. Structural Equation Modeling (SEM) was used to validate the measurement model and to test the causal relationship in the model. The result revealed that products/services, pricing, consumer, and technological were significantly influenced the consumer buying decision which also affect customer satisfaction. Surprisingly, operational was found not significant as a predictor for buying decisions and customer satisfaction. The SEM derived from the study could be beneficial to e-commerce platforms and businesses which can contribute to a better understanding of the determinants that affect buying decision and customer satisfaction. © 2020 IEEE.