Abstract
This study seeks to find the relationship among Airline service attributes, relationship quality, and intention of relationship continuity under the COVID-19 environment. Another objective is to investigate the moderating effect of gender on this relationship. In order to achieve these purposes, data was collected using the self-administrated method online, and targeted to travelers who experienced airline services within 1 year after the COVID-19 outbreak started. A total of 263 responses were used for the analysis using SPSS and PROCESS macro. The results show that two attributes (prevention for COVID-19 and reservation) significantly influence both relationship quality and intention of relationship continuity. It was also revealed that gender significantly moderates the effect of prevention for COVID-19 on relationship quality as well as the intention of relationship continuity. These results should provide valuable implications for airline companies under COVID-19.
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