ABSTRACT
Purpose: The aim of this study is to examine the Malaysian government's actions towards the aviation industry to deal with the Covid-19 pandemic and the transition phase from pandemic to endemic. Transition phase refers to a temporary period before the country could fully enter the endemic phase which is subject to an announcement by the World Health Organisation (WHO). Theoretical framework:The study on air transport affected by pandemic and industry action toward the endemic phase. This study refers to the conceptual framework for emergency department design in a pandemic by Aujirapongpan (2023): Relationship between state, hospital and ED in pandemic preparedness planning and response. Design/methodology/approach: The approach used is qualitative research that are observation and literature review. Findings: The results demonstrate the Malaysian government's actions during the transition period from pandemic to endemic. Restrictions on travel between areas cause the public to be unable to move at will, causing passengers to be unable to buy plane tickets. The government's actions have indeed had an impact on the airline company's income. Among the significant effects are the workers who were laid off in the era of the pandemic. At the same time, the government is also trying to help airlines financially to survive while waiting for the endemic period. The Malaysian government does not have a specific framework for the airline industry to face the pandemic, however, the Malaysian government gives a quick reaction to control the situation. Research, Practical & Social implications: The study gives comparative responses on the aviation industry by the government when faced with a pandemic, as well as planning for the transition to the endemic phase. Originality/value: The result indicates the government participation and action changes of the air transport operation on the Covid-19 pandemic to endemic transition phase. © 2023 AOS-Estratagia and Inovacao. All rights reserved.
ABSTRACT
As the pandemic of Covid 19 has directly affected the business industry, the business model has changed, including the logistics industry, especially the courier company. Courier company has benefited the most during this pandemic situation as the e-commerce business flourished. Enhanced service by courier company is crucial as stiff competition in the industry. Therefore, this study explores the impact of customer service, insurance, and luggage delivery on logistics customer satisfaction. A quantitative method was employed to analyse the effects of enhanced services of customer services, insurance, and luggage delivery towards logistics customer satisfaction, where 384 responses were collected from respondents identified as active users of courier services for the last 12 months. IBM SPSS was used to analyse the response collected using descriptive, reliability and Pearson Correlation analysis. As a result, it is justifiable that customer service, insurance, and luggage delivery positively impact logistics customer satisfactio. © 2021 Karadeniz Technical University. All rights reserved.