Mediating Role of Perceived Health Risk on Customer Experience and Customer Satisfaction: Evidence from the Airline Industry in India During COVID-19

ABSTRACT: With a steep decrease in the rate of COVID-19 infection, and a corresponding increase in the number of vaccinated people, countries have begun to re- open borders to foreign travellers, triggering the resumption of aviation services. However, people are still apprehensive, and are avoiding travel, hindering air travel to get back to the pre-COVID era. This paper determines the experience of air travellers’ during the pandemic applying EXQ model. Additionally, it investigates the role of perceived health risk as a mediating variable in an extended EXQ model. We collected data from a sample of 122 air travelers during the pandemic and analyzed it using IBM SPSS. The outcome of this study sheds light on the experiences of pandemic-affected airline passengers, revealing in the process, factors

SUBMITTER: Sharma D 

PROVIDER: S-EPMC9645318 | biostudies-literature | 2022 Jan

REPOSITORIES: biostudies-literature