Travel Behaviour and Perceptions of Malaysian Airline Passengers during Endemic COVID-19

The study examines Malaysian airline passengers' travel behaviour and perceptions during the endemic Covid-19 after Malaysia re-opened the border. People are free to do an activity, especially travelling by aeroplane. Data were collected through an online platform in 2023. 390 data were obtained and used for the analysis. Findings reveal that 86.15% of Malaysian have travelled by aeroplane since the endemic, and 14.10% have travelled more than five times. 54.44% strongly agree they will avoid travelling with aircraft because of a few personal issues. In addition, results revealed a significant change in passengers' behaviour and perception when travelling after the hit of Covid-19 worldwide.

Travel Behaviour and Perceptions of Malaysian Airline Passengers during Endemic COVID-19

The study examines Malaysian airline passengers' travel behaviour and perceptions during the endemic Covid-19 after Malaysia re-opened the border. People are free to do an activity, especially travelling by aeroplane. Data were collected through an online platform in 2023. 390 data were obtained and used for the analysis. Findings reveal that 86.15% of Malaysian have travelled by aeroplane since the endemic, and 14.10% have travelled more than five times. 54.44% strongly agree they will avoid travelling with aircraft because of a few personal issues. In addition, results revealed a significant change in passengers' behaviour and perception when travelling after the hit of Covid-19 worldwide.

Stepping Up and Stepping Out of COVID-19: Malaysian Airline Passengers’ Travel Behaviour and Does It Impact Willingness to Pay for Carbon Offset

The COVID-19 crisis has become the most intense and long-lasting in aviation history. There is significant literature on the immediate impact of the outbreak, as well as speculation on the industry’s future evolution. This paper seeks to contribute to this discussion by examining flying patterns among Malaysian airline passengers and whether they are willing to contribute to carbon offset when flying during and post COVID-19. Specifically, the paper aims to measure the Malaysian airline passengers’ travel behavior during and after COVID-19 in Malaysia and whether the traveling behavior will impact passengers’ willingness to pay for carbon offset when flying. Many airlines recognize the importance of environmental protection. The airlines implement several environment-friendly activities related to in-flight services and wish to trigger passengers’ support and inquire about their preferences. Using an online survey, 150 respondents completed the survey as the sample for this study. The majority (77%) reported their travel behavior would change due to current cases of COVID-19 and the main reason is that COVID-19 worries them and will kill the patient if not prevented. Even though Malaysian traveling behavior has changed, they are still willing to pay for carbon offset as 69% of respondents are still willing to contribute. The findings have important implications for air transport management and decision-makers to tolerate the traveling behavior among Malaysian passengers and how they will support Sustainable Development Goals: Goal 13 (Climate Action), contributing to carbon offset.

The Impact of COVID-19 on Malaysian Airline Passengers’ Willingness to Pay for Carbon Offset

Airline industries have been impacted by the COVID-19 pandemic, which has spread to nearly every country worldwide. Multiple countries have imposed travel restrictions to halt this virus’s spread. This precarious situation has significantly impacted the airline industry, reducing passenger volume, flight frequency, and airline flow patterns. Although most scholars have examined changes in passenger volume before and during the COVID-19 outbreak, none of it has been done in Malaysia. Therefore, this study aims to investigate the effect of COVID-19 on airline passengers’ willingness to pay for carbon offset decisions and the value of willingness to pay among Malaysians. The research employed a scenario-based experiment with 150 respondents as the samples. Convenience sampling was adopted and was analyzed using the Contingent Valuation Method (CVM) via STATA version 16. The results showed that Malaysian airline passengers are willing to pay for carbon offset even as many have stopped flying due to COVID-19, with a mean value of RM20.68. This study also revealed that most passengers are still aware of climate change, even though not many are flying during the endemic. The psychological changes in air travelers caused by the pandemic are examined, with managerial and policy implications for the pandemic’s normalization of the pandemic and the airline market’s recovery in the post-pandemic period.

Customer Satisfaction of Pos Laju Malaysia Service During Pandemic Covid-19

Providing good quality service in business activity is an important aspect for a sustainable competitive advantage. Customer satisfaction leads to an organization’s success. The relationship between service quality dimensions and customer satisfaction and the factors influencing customer satisfaction of Pos Laju Malaysia service during Pandemic Covid-19 were examined in this study. By applying the modified SERVQUAL model, four service quality dimensions (reliability, assurance, empathy and responsiveness) were used as the independent variables. Quantitative research and convenience sampling methods were used for data collection among Pos Laju Malaysia’s users. 383 questionnaires were collected through an online survey. Both spearman’s rho correlation analysis and multiple linear regression through IBM SPSS were applied. The findings found that reliability, empathy, assurance, and responsiveness were positively and significantly associated with customer satisfaction toward Pos Laju Malaysia services. Among four service quality dimensions tested, reliability was the strongest factor influencing customer satisfaction on courier services (Pos Laju Malaysia) during Pandemic Covid 19. These findings are essential to the practitioners specifically Pos Laju Malaysia in improving their existing practice in order to make sure their service meets customer satisfaction consistently. © 2022, The Author(s), under exclusive license to Springer Nature Switzerland AG.