Changes in perceptions of airport services’ attributes: An assessment of the impacts of COVID-19

Article

Lin, Yi-Hsin, Wu, Hanjun, He, Hang and Tsui, Kan Wai Hong. 2023. "Changes in perceptions of airport services’ attributes: An assessment of the impacts of COVID-19." Transport Policy. 114, pp. 116-128. https://doi.org/10.1016/j.tranpol.2023.07.013
Article Title

Changes in perceptions of airport services’ attributes: An assessment of the impacts of COVID-19

ERA Journal ID40708
Article CategoryArticle
AuthorsLin, Yi-Hsin, Wu, Hanjun, He, Hang and Tsui, Kan Wai Hong
Journal TitleTransport Policy
Journal Citation114, pp. 116-128
Number of Pages13
Year2023
PublisherElsevier
Place of PublicationUnited Kingdom
ISSN0967-070X
1879-310X
Digital Object Identifier (DOI)https://doi.org/10.1016/j.tranpol.2023.07.013
Web Address (URL)https://www.sciencedirect.com/science/article/pii/S0967070X23001877
Abstract

The aviation industry has faced the formidable and unprecedented impact of the COVID-19 pandemic since 2020. This is of particular interest, given the impact of the COVID-19 pandemic on air travel, which has potentially influenced passenger’ perceptions of airport services on offer. By applying the construal level theory, this study used structural equation modelling to examine the perceptions of airport services' attributes among airport passengers before and during the COVID-19 era. The findings of this study showed significant differences among airport passengers regarding the perceptions of or preference for attributes within specific airport service categories (e.g., security, passport and personal ID control, and wayfinding) before and during the COVID-19 era. This study provides practical guidance and insights for airport managers to develop suitable airport services and products for passengers in different operating environments, and to cope better with passengers’ needs in the post-COVID-19 era and in response to any future pandemics.

KeywordsAirport services’ attributes ; Construal level theory (CLT) ; Pre-COVID-19 ; Mid-COVID-19 era
Contains Sensitive ContentDoes not contain sensitive content
ANZSRC Field of Research 2020350806. Tourist behaviour and visitor experience
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Byline AffiliationsNational Taichung University of Science and Technology, Taiwan
Massey University, New Zealand
Civil Aviation Flight University of China, China
School of Business
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