Assessing the Change in Air Travelling Behaviour Patterns During Pre and Post Pandemic COVID-19 in Malaysia on Customer Loyalty: The Case of AirAsia

Abstract

The study that has been conducted is assessing the change in air travelling behaviour patterns during pre and post-pandemic COVID-19 in Malaysia towards customer loyalty: the case of AirAsia. The problem statement for this study is the emergence of the COVID-19 pandemic has led to the occurrence of changes in this pattern of air travelling behaviour. Previously, it could be seen that the total rate of people travelling is very high. However, COVID-19 has led to a decrease in travel by the public. This phenomenon happens because they are still worried and consider their safety first. The objective of this study was to understand the change in behaviour patterns of travelling pre and post COVID-19. Next, to identify the travelling patterns pre and post-pandemic COVID-19. Next, to examine the impact of travel behaviour change on customer loyalty in using AirAsia flights. This research applied a quantitative approach. In this study, the survey was conducted throug questionnaires that included questions on travelling purpose, frequency of trips, travel duration and the impact of travel behaviour change on customer loyalty.