Independent University, Bangladesh

Marketing Research (MKT-547)

Section: 01

Study on the impact of covid-19 pandemic situation on tourist satisfaction in

domestic Airline Industry of Bangladesh

Submitted To
Dr. Md. Abdul Momen

Submitted By
MD. EKRAMUL HOQUE     | ID: 1931007
SAMREEN CHOWDHURY | ID: 1910731
MD. MONJUR MORSHED | ID: 1921357
SHOWKATUL ISLAM ID | 2022900

Date: 25th April 2021

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 Acknowledgement

At the very beginning, we would like to convey our sincere appreciation to almighty Allah for
giving the strength and the ability to finish this task within the planned time. We are glad that in
spite of many limitations we have completed the paper successfully. In addition, we would like
to thank my supervisor Dr. Md. Abdul Momen for his kind guidance, advice and encouragement
while preparing this report on The impact of covid-19 pandemic situation on tourist satisfaction
in domestic Airline Industry of Bangladesh. Finally we would like to express my gratitude to the
website that helps me to gather all the information.
We also express our deep gratitude and heart full thanks to all our friends and all the group
members who directly and indirectly helped us to provide and accumulate all the necessary
information for all the accomplishment for this research paper.

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 Executive Summary

The research paper is about The impact of covid-19 pandemic situation on tourist satisfaction
in domestic Airline Industry of Bangladesh. Covid 19 pandemic create an impact on our normal
life. Because of the pandemic everybody goes lockdown for a long time. Then slowly people start
moving and try to adjust the new normal life. In Bangladesh, the scenario of daily life is more or
less same in respect of other countries. When government re open all public transport then air
travel face more challenge instead of regular time.

We want to find the tourist satisfaction regarding domestic air travel in Bangladesh. We develop
conceptual framework with two independent variables, which are availability and one
dependent variable which is tourist satisfaction. Our sample size was 132 and did survey based
on a structured questionnaire. We did regression analysis which result was impressive and did
Anova test also. We also did total variene explained test. After the descriptive analysis suggest
some recommendation.

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 Table of content
Serial NO Topic Page Number
Chapter 1
1.0 Background of the study 5
1.1 Introduction 6
1.2 Statement of the problem 7
1.3 Purpose of the study 7
1.4 Significance of the study 8
Chapter 2
2.0 Literature Review 9
2.1 Introduction 9
2.2 Availability 9-11
2.3 Safe and Sanitize 11-12
2.4 Tourist satisfaction 12-13
Chapter 3
3.0 Theoretical Framework 13
Chapter 4
4.0 Research Methodology 14
4.1 Introduction 14
4.2 Research Design 14
4.3 Sampling Technique 14-15
4.4 Sample Size 15
4.5 Data Collection 15
4.6 Marketing Research Model 16
4.7 Hypothesis 16
Chapter 5
5.0 Analysis and findings 17
5.1 Demographic factor Analysis 18-24
5.2 Factor Analysis 25-27
5.3 Total Variance Explained 27-31
5.4 Regression 31-33
Chapter6 & 7
6.0 Recommendation 33
7.0 Conclusion 33
Appendix
Reference 36
Questionnaire 35-37

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1.0 Background of the study

The objective of this research was to find how ongoing COVID-19 has affected consumers of
tourism product in their purchase of tourism product and services.

The research survey question used in realizing the objectives of the research subject were ; How
often respondents travel for a holiday in a year, what destination respondents visit most during
their holiday travel, what region or country respondents were interested in visiting for holiday
before COVID-19, what region or country respondents will be interested to visit for holiday after
COVID-19, how they predict their traveling lifestyle , how soon they are able to travel again ,
what weigh the most in their choice of destination when chosen a destination to use during their
holiday and what will motivate them to travel again .

The theoretical framework of the thesis consists of full understanding of consumer behavior and
factors that influences consumer behavior such as; personal and social factors. Personal and
social factor were systematically explained in the theoretical framework chapter of this thesis
report. Quantitative method of research was adopted in realizing result for the research subject
and was share with respondents on the 29th of June for two weeks.

The impact of covid-19 pandemic situation on tourist satisfaction in domestic Airline Industry
of Bangladesh. Based on the results of recent surveys, conducted between April and May 2020,
the document quantifies the potential changes in tourist behavior during the summer and
autumn of 2020, as consequences of travel and mobility limitations, psychological and economic
factors. The reports conclude by providing policy recommendations for the short, medium and
long-term.

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1.1 Introduction

This research is aimed at finding out how COVID-19 has affected consumer behavior with in
tourism sector. This study this study tends in discovering the areas tourism consumers behavior
has being affect for example in deciding to travel or in chosen tourism

Products. The plan of the examining the traveling lifestyle of tourism consumers before and after
COVID-19 outbreak.

The research problem of this thesis will be focused on identifying the level at which tourism
consumers have been affected, due to COVID-19 outbreak. Considering the size of the data to be
realized, this thesis author has decided to adopt a quantitative research method in the collection
of data. This is also planned to be achieved through preparing a questionnaire which will be
shared through social media to the respondents. The decision of the author to use electronic
questionnaire was due to the ongoing social distancing that is still in effect, also it is very useful
as it is quick , does not require assistance and can be easily distributed to a large amount of
population.

With the increased competitive scenario destination authorities are seeking each possible aspect
for attracting tourists while offering and serving quality services. Where tourists are looking for
new trends they also strive for qualities associated with them. Airports are the first place where
a tourist interacts with the destination’s service and its overall impression and has a major role
to play in destination satisfaction. To this, they are also looking for enhancing airport service
quality thereby affecting overall travel satisfaction considered the quality of service and
consumer satisfaction as critical determinants of strategic framework for determining any
business performance. In fact, the airports authorities around the world are now shifting
towards such service practices so as to generate more revenues by increasing the other non-
aviation services.

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1.2 Statement of the problem:

Tourists and tourism has now emerged as a major industry which has a growth rate of 4-5% on
average. Tourism is also responsible for creating 8% of the GDP globally and around 10% of
employment in the world. But, on the other hand tourism industry is also very vulnerable to
crisis situations like natural disasters, pandemics, and crisis. Major components in tourism
industry are the airports which manage hundreds of flights on daily basis. Since, the complex
airport settings are significantly influencing tourist’s satisfaction, airport authorities have
typically started focusing on overall airports' performance by analyzing service gaps.

1.3 Purpose of the study:

Tourism has been one of those industries which are most harshly disturbed by COVID-19.

The first response to tackle a pandemic like this is to shut down operations in airports to limit
human mobility. The present research is particularly conducted on Indian airports. Before the
closures due to COVID-19, Indian airports handled about 3,330 domestic and 580 international
departures per day, according to the approved schedule for flights until March-end. Being a third
largest aviation market in the world, inflows air transport industry reached US$ 1,817.23 million
in December 2018. Even in Bangladesh the percentage of flights being delayed because of the
pandemic.

This study contributes towards managerial implications by laying a foundation towards reacting
against the epidemic outbreak. It further helps the decision makers to make an appropriate an
immediate decision based on the forecasted of the values.

It is quite imperative that COVID-19 has also impacted the education sector. In this context,
programs and courses related to hospitality and tourism are affected with a smaller number of
students registering for those programs.

Again, there is more scope for social entrepreneur’s in this regard, thereby creating social
ventures, helping people solve social problems.

No potential conflict of interest was reported by the authors.

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1.4 Significance of the study

We wanted to study how behaviors have changed of tourist who travelled by in this COVID-19
pandemic. Though this study was conducted by students for an academic purpose but this
study’s finding have some significance to take decision. This study explore respondents age
range, income range, Education etc., so that a Manager can think about the market how people
react or behave in the COVID-19 situation regarding air travel. This study also tells that how can
a domestic airline company may satisfy their customers or what are the influence factors
influence the tourist who travel by air.

1.5 Limitation:

When doing a survey also there are some limitation which every researcher faces. Individual
surveys are not good at following trends in real time or over short periods of time. Because
surveys collect data at a single point in time, it is difficult to measure changes in the population
unless two or more surveys are done at different points in time. The limitations which we face
during the survey are

 The time given to do the survey was too short.

 Sample size is not big enough.
 Monetary issues are also concerned topic during the survey.
 This study was done by the students of the course MKT 547 who are using the SPSS and
instruments like questionnaire for the first time and were not experts.
 Some samples were reluctant to do the survey.
 The survey was done in a limited area where we could access.
 Due to COVID-19 Pandemic respondents don’t want to respond mostly
 Respondents are afraid of personal contact.
 Error of leniency and central tendency occurred as some participants tend to give all
neutral as an answer which kept us in dark about the actual influence

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2.0 Literature Review

2.1 Introduction

Tourism is a way for most of the human movement in the modern world. According to WTO
(2020) the international tourism has showed continues growth for the 10th successive year
reporting 1.5 billion international tourist arrivals in 2019. It is projected to be reached by 1.8
billion international tourists by 2030. The tourism industry in Bangladesh is a growing economic
sector which is comprising 4.4 percent of total GDP in 2018 (World Bank, 2019). The
international tourism expenditure in Bangladesh was US$ 1208 million which is relatively
reasonable value among the South Asian countries.

In Literature review there are 2 variable –

 Independent
 Dependent

Finding out how COVID-19 has affected Flight for tourist in domestic air sector in Bangladesh.
In literature review there are 2 variables one is Independent another is Dependent. Both 2
hold some components which are found through the survey

2.2 Availability:

For each article, coders recorded whether there was a ‘data available’ statement, ‘data not
available’ statement or no statement related to data availability. We did not encounter any ‘data
not available’ statements and the editorial team confirmed that they were not aware of any case
during the assessment period when authors requested exemption from the policy (S. Sloman 22
January 2017, personal communication).
In Pandemic situation flights are not available in domestic airline. There are few companies and
they are plays their role for tourist and domestic people. But the companies stop their business
and help government to control the COVID-19 situation. Now airlines are maintaining limited
flight for their consumers. Bangladesh Latest News: All passenger train services, all domestic
flights suspended from 5 April (DDNews, 03.04.2021). Bangladesh government imposes two-
week quarantine on passengers arriving from Europe (Xinhua, 30.03.2021) Published on
10.06.2020
Biman continues flight cancellations due to passenger shortage Published on 07.06.2020

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Biman cancels all flights till Monday due to lack of passenger Fare increase and it is very obvious
at this situation. Yes fare increase and airlines company charge higher price than regular. We are
known this will be discontinued after this critical situation.

Italy was the first country to enforce a national lockdown (WorldAtlas, 2020) on March 9th 2020,
after introducing on February 21st 2020 an initial measure confining only the northern region of
Lodi. Two days after Italy's lockdown announcement, on March 11th 2020, the United States
banned non-US travelers who had been to China, Iran and 26 member states of the European
Union (EU) to enter the US, and later extended the ban to non-US travelers who had visited the
United Kingdom and Ireland on March 16th 2020 (New York Times, 2020). The EU officially
closed the external borders of 26 of its member states to nearly all non-EU residents on March
17th 2020 (New York Times, 2020). On March 19th 2020, the US Department of State issued a
Level 4 Global Health Travel Advisory, which cautions all US citizens against international travel,
still in place as of May 6th 2020 (US Department of State, 2020).
The air transportation system is an essential system to understand and to study under pandemic
situations from various perspectives, e.g. the propagation of diseases inside airplanes (Namilae
et al., 2017), the propagation of epidemics via airplanes (Chinazzi et al., 2020), or the effect of
the travel restrictions on airline employment (Sobieralski, 2020). This paper focuses on the effect
of the pandemic on the attitude of passengers towards airlines. In 2019, considering eight major
US airlines and thirty-four major US airports, Twitter users wrote a median of 13,255 tweets
mentioning an airport and a median of 295,904 tweets mentioning an airline, indicating that
users interact more with airlines than with airports.

The IATA projects that global air transport revenue will be abridged by 11% in 2020, which
means a loss of US$163 billion dollars (IATA, 2020). More than two million flights have been
canceled until 30 June, 2020. Approximately 65.5 million jobs are associated with the aviation
sector, and the IATA (2020) forecasts that approximately 25 million aviation-related jobs are at
risk globally. Figure 3 shows the change in occupancy level of luxury hotels in Bangladesh due to
COVID-19.
The global airline industry of Bangladesh has suffered huge losses due to the COVID-19
pandemic. Concurring to the International Air Transport Association (IATA), revenue losses could
reach USD 252,000,000 for airlines this year compared with the earlier $113,000,000 estimates,
due to the COVID-19 Outbreak. The global outbreak of COVID-19 has greatly affected airlines in
Bangladesh. The global travel ban directly affected the airlines and placed operators under
extreme financial pressure. Global travel restrictions have a direct impact on the airline industry
and create extreme pressure on financial conditions. Hossain (2020) identified that Biman
Bangladesh Airlines, the national flagship airline carrier of Bangladesh, experienced a loss of USD
30 million from January to March 2020. This figure will be two to three times when including
10
other domestic airlines. Biman Bangladesh airlines have implemented some initiatives to reduce
their losses, including a 10% reduction of basic salaries for employees, the suspension of
overtime pay, and the reduction of all extra allowances. Biman representatives have stated that
Taka 270 crore had been from was lost between February to March this year (Hossain, 2020).

2.3 Safe and Sanitize

:
With masks, being a mandatory precaution during this pandemic active sanitization of inspired
and expired air is required. Huang et al. (2020) suggested chemical modulation of respiratory
exhales to impregnate the virion-laden droplets with anti-viral/sanitizing molecules.
In addition to the sanitization processes listed above, public places have seen sprouting of
sanitization chambers or disinfection tunnel. Although this is not a preferred public space
sanitization mode as explained by Biswal et al. (2020). The disinfection tunnel can be installed at
crowded public places such as shopping malls, airlines, vegetable markets, hospitals, industry,
etc.
Every domestic flight should be maintaining full safety protection against COVID-19 and
consumers are also maintaining all the rules to protect themselves. Airlines are sanitizing their
airplane after every single fly. COVID test report must for any consumers and airlines are ensure
consumers are tested their COVID-19. COVID-19 in that test will be allowed to complete the
remainder of a 14 day quarantine period through ‘home quarantine’. Those testing positive will
be transferred to a designated government hospital where their remaining quarantine period
will be assessed and determined. For those arriving from locations other than the UK, health
officials at the point of entry to Bangladesh will assess whether you are able to self-quarantine
for 14 days or need to be taken to a government facility or government approved hotel.
In January 2020, a warning was issued through commercial air travel that the new pathogen
coronavirus 2019-nCoV could spread rapidly worldwide. Many parts of the world are still
working to contain the COVID-19 pandemic, but international travel restrictions are gradually
being lifted. According to data from the United Nations World Tourism Organization, 40% of
travel destinations worldwide have relaxed restrictions. The air quality of modern aircraft is very
safe. The cabin air is changed every 3-4 minutes and about 50% of the circulating air is mixed
with fresh, microbial-free outside air at cruising altitude. Given that asymptomatic people can be
infected with SARS-CoV-2, WHO recommends the use of cloth face covers in public places. From
April 2020, the Ministry of Transport requires all passengers over the age of 2 to wear a face
cover. Wearing a mask during flight is also recommended by IATA, ICAO, and CDC. Properly worn
cloth masks can act as a barrier to splash transmission in airports and in-flight where it is difficult
to maintain social distance. Passengers should always wear a covered face, except during
boarding, eating, and leaving the aircraft until they arrive at the flight terminal building. Airlines
and aviation authorities have been actively protecting cabin crew and passengers. Cabin crew
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must wear a mask with or without face protection or protective goggles. According to the airline,
crew members also wear gloves and gowns due to the risk of transmitting fomites. Aviation
authorities have required passengers to cover their faces as an effective way to reduce the
spread of drizzle. Failure to do so may result in denial of boarding or eviction from the flight. The
CDC, IATA, and Transport Canada do not recommend wearing gloves during a flight, except to
clean or care for a sick person. People who wear gloves are less likely to wash their hands
between tasks and are more likely to be contaminated. Thermal detection has been applied to
many airports around the world as a precautionary measure against the spread of COVID-19. It
was previously used during the SARS epidemic in 2003 and the H1N1 epidemic in 2009. The idea
is to detect a fever and prevent symptomatic travelers from traveling and exporting the infection
to another country. Temperature control at airports can bring peace of mind to passengers and
act as a barrier to prevent people with fever from entering the airport or boarding a flight. It
certainly cannot identify all passengers infected with COVID-19, and in itself is not an effective
means of preventing CoVID-19 from entering and spreading to another country. Cleaning should
progress from the least dirty (cleanest) areas to the dirtiest (dirtiest) and from the highest level
to the lowest so that the debris falls to the floor and in a systematic way to prevent any area
from disappearing in the end. Regular use of disinfectants on environmental surfaces by spraying
or misting (also known as fumigation or misting) is not recommended for COVID-19. One study
showed that fumigation as a primary disinfection strategy is ineffective in removing
contaminants directly outside the spray zone. In addition, disinfectant spray can cause risks of
eye, respiratory or skin irritation and consequent health effects. Spraying or fogging of certain
chemicals, such as formaldehyde, chlorine-based agents, or quaternary ammonium compounds,
is not recommended due to adverse health effects for employees using these methods. The
proliferation and large-scale travel of COVID-19 continues to wreak havoc on global tourism and
the airline industry. The importance of hygiene and air sanitation has become particularly salty
in recent times, as COVID-19 can spread by touching surfaces contaminated with the virus
(WHO, 2020b). As the COVID-19 pandemic continues, member countries should take appropriate
measures to reduce the transmission of SARS-CoV-2, which causes the COVID-19 virus, during
international travel, references to local epidemiology, and Identify measures. Comprehensive
public health capabilities adequate for capabilities. You can greatly reduce risk, but you cannot
achieve "zero risk." Therefore, a risk-based approach is needed for international travel.
 
2.4 Tourist satisfaction:
Numerous empirical studies have indicated that service quality and customer satisfaction lead to
the profitability of a firm (Anderson et al. 1994; Eklof et al. 1999; Ittner and Larcker 1996; Fornell
1992; Anderson and Sullivan 1993; Zeithaml 2000). Anderson and Sullivan (1993) stated that a
firm’s future profitability depends on satisfying current customers. Anderson et al. (1994) found
a significant relationship between customer satisfaction and return on assets. High quality leads
12
to high levels of customer retention, increase loyalty, and positive word of mouth, which in turn
are strongly related to profitability (Reichheld and Sasser 1990). In a tourism factory setting,
customer satisfaction is the key factor for successful and depends highly on the behaviors of
frontline service providers. Kutner and Cripps (1997) indicated that customers should be
managed as assets, and that customers vary in their needs, preferences, buying behavior, and
price sensitivity. A tourism factory remains competitive by increasing its service quality relative
to that of competitors. Delivering superior customer value and satisfaction is crucial to firm
competitiveness (Kotler and Armstrong 1997; Weitz and Jap 1995; Deng et al. 2013).
Satisfaction is a kind of cognitive appraisal process in the comparison between the actual
product performance and the previous expectation by customers (Westbrook, 1981). Customer
has their sets of expectation for the product or service and these expectations become the
standard before purchasing. In response to the pandemic situation resulting from the outbreak
of the corona disease 2019 (COVID-19) caused by the severe acute respiratory syndrome
coronavirus 2 (SARS-CoV-2), travel restrictions measures were implemented by various
countries, impacting both domestic travel and international travel (New York Times, 2020).
This paper proposes an alternative approach to analyzing the air transportation system by
focusing on airline performances with respect to their passengers using data generated by
airlines and by passengers. The importance for airlines of improving the waiting environment at
airports in order to improve passenger satisfaction is already highlighted in Pruyn and Smidts
(1998) and is generalized for riders at transit stations in Watkins et al. (2011).

3.0 Theoretical Framework

Availability

Customer
Satisfaction

Safe &
Sanitize.
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Dependent
Independent
Variable
variable
4.0 Research Methodology

4.1 Introduction
To identify the key purposes, both qualitative and quantitative form of method as well as
primary and secondary data has been used in this research. Later the data has been evaluated
and effective results leading to reliable conclusion has been acquired. The study area, number of
respondents, sampling technique and data collection are discussed further in the research

4.2 Research Design

The research design for this study that has been used follows the steps of exploratory research
method initially and is later followed by conclusive research method. The data will be analyzed
to obtain experiential supports and distinct the identified variables

4.3 Sampling Technique

In our research we have used non-probability sampling technique for accuracy and to be more
precise about the results the research comprises of 3 non-probability sampling techniques which
are 

1. Convenience Sampling
2. Judgment Sampling
3. Quota Sampling

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Unit: The research of our sample was done on the people who are familiar with the Air travel
and truism service. Most of the people were businessmen, job holder and few are students.
There were different age group who did the survey, but our focus was mainly age group from 18-
22, 23-26 years, 27-32 years, 33-40 years and above. We prioritized more on the businessmen
and job holders as they are more likely to purchases air travel and truism service.
Size: The sample size of our survey is 132. Our survey included both male and female. The
questionnaire was mostly filled by businessmen and job holder in different places. Due Covid-19
We conduct our survey based on Internet. We use Google form for survey Questioners.
Procedure: The procedure for selecting the sample is a sampling of convenience that falls within
the non-probabilistic sampling category. The reason for choosing this procedure is that it was
easy to do the survey. Therefore, because we picked from different range of people such as
(service holders, students and businessmen). It was convenient for us to select these people and
do the survey as it was easy to get. We conducted our survey by providing questionnaire which
was provided manually to the samples.
Instrument design: We have conducted our research with a total of three(3) variables. There
are one dependent variables: Tourist satisfaction and Two independent variables: Availability,
Safe & Sanitize. In our survey for this research, we came up with valid some questions which
helped us to collect our required data for a successful research.

4.4 Sample Size:

in this paper our sample size was 132 with a structured questionnaire .

4.5 Data Collection

We collected our data in a very cost effective and systematic way. Below we will describe how
the data was collected:

Primary data: For primary data, we did a survey in which we provided questionnaire to the
samples who purchasing online tourism service. In our research, we have used the
Questionnaire format. First, we have developed a questionnaire and after got the approval then
we conduct our survey.
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Secondary data: For secondary data, we collected our data from internet, different research
articles, research Books, Journals, Wikipedia, and different websites.

4.6 Marketing Research Model

Marketing researchers have extensive recognized the importance of analytical models.
Graphical-modeling approach is data analysis based on statistical models that can be displayed
as graphs. It provides analysis of causal relationships between the variables.

In our research, we have displayed this model to showcase the relationship between the
Availability and Safe & Sanitize with Customer Satisfaction.

4.7 Hypotheses

From the literature review portion, several hypotheses can be developed. They are the
followings:

H0: There is no availability of domestic airlines for tourist and also for commercial use in the
COVID-19 situation.

H1: Poor ratio of Available of domestic airline for tourist and also for commercial use in the
COVID-19 situation.

H0: Safe and Sanitize is not a big issue at the COVID-19 time in domestic airlines.

H2: Safe and Sanitize is a bid issue at the pandemic situation in domestic airline and authority
maintain all those very properly.

H0: Tourist satisfaction does not influence the domestic airlines at COVID-19 situation.

H3: Tourist satisfaction influences the growth of domestic airlines at COVID-19 situation

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5.0 Analysis and findings

Introduction: In our research analysis, we have analysis on three factors like descriptive analysis,
factor analysis and regression analysis. Through the help from this three analysis, we have tried to
determine our overall research findings. Here we also had taken help from different table and
research chart.

Descriptive Analysis

In descriptive analysis basically analysis the data and help to describe and summarize all
collecting data in meaningful way. However, with availability of so many types of graphical and
summary approaches, investigators get confused about which approach to use for analysis of their
data. 

A descriptive analysis is an important first step for conducting statistical analyses. It gives you an
idea of the distribution of your data; helps you detect outliers and typos, and enable you identify
associations among variables, thus making you ready to conduct further statistical analyses.

We decided some statistic factors on the premise of Bangladesh point of view that are gender,
age, marital, education, earning activity and experience. All the statistic information is breaking
down by the accompanying frequency table.

Statistics

Gender Age Income Education Occupation Marital

Valid 132 132 132 132 132 132

N
Missing 0 0 0 0 0 0

Mean 1.42 1.55 1.46 2.92 2.00 1.33

Mode 1 1 1 3 1 1

Std. Deviation .495 .775 .877 .762 1.348 .486

In the statistical table we can found the all demographic factors, such as respondent factors mean,
mode and std. Deviation.
17
5.1 Demographic factor Analysis

Gender

Frequency Percent Valid Percent Cumulative

Percent

Male 77 58.3 58.3 58.3

Valid Female 55 41.7 41.7 100.0

Total 132 100.0 100.0

In the following chart we found here 100% of respondent through the survey and 58.3% are male
and 41.7% are female.

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 Age

Frequency Percent Valid Percent Cumulative

Percent

20-25 78 59.1 59.1 59.1

26-32 39 29.5 29.5 88.6

Valid 33-38 11 8.3 8.3 97.0

above 38 4 3.0 3.0 100.0

Total 132 100.0 100.0

The following column chart we show our respondent age groups. 20-25 age group respondents
fill-up 59.1% our most the parts of our work and the use domestic airline very frequently. Then
26-32 cover 29.5% and it are the 2nd large respondents groups of our survey.

19
In here 75% of our respondents income are belong 20000-25000 and this figure is most large in
our overall survey. There are 12.1% respondents they are really attached to use airline at that
COVID time.

Income

Frequency Percent Valid Percent Cumulative Percent

20000-50000 99 75.0 75.0 75.0

51000-70000 11 8.3 8.3 83.3

Valid 72000-100000 16 12.1 12.1 95.5

Above 100000 6 4.5 4.5 100.0

Total 132 100.0 100.0

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Education:

All the respondents are well educated and its very joy to work with them. In here 66.7% of our
respondents are Graduate. There are 16.7% of respondents are post graduates and rest of our
respondents both HSC & SSC hold 8.35 each.

Frequency Percent Valid Percent Cumulative Percent

SSC/O level 11 8.3 8.3 8.3

HSC/A Level 11 8.3 8.3 16.7

Valid Undergrad/Graduate 88 66.7 66.7 83.3

Above Graduate 22 16.7 16.7 100.0

Total 132 100.0 100.0

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 Occupation

Frequency Percent Valid Percent Cumulative Percent

Student 69 52.3 52.3 52.3

Employee 24 18.2 18.2 70.5

Self Employed 23 17.4 17.4 87.9

Valid Businessman 8 6.1 6.1 93.9

Retired 2 1.5 1.5 95.5

Other 6 4.5 4.5 100.0

Total 132 100.0 100.0

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Our most of the respondents are students with 52.3%, employees are 18.2%, self-employed are
17.4%, those 3 category of respondents are higher that other 3 categories those are Businessman
with 6.1%, Retired with 1.5% and others are 4.5%.

Marital

Frequency Percent Valid Percent Cumulative Percent

Single 90 68.2 68.2 68.2

Married 41 31.1 31.1 99.2

Valid
Divorced/ Widow 1 .8 .8 100.0

Total 132 100.0 100.0

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From the survey questionnaire of 132 respondents 90 were single, 41 were married & Divorced/
Widowed were 1. The percentage of single, married & Divorced respondents are 68.2% ,31.1% &
0.9% respectively.

24
5.2 Factor Analysis

Correlation Matrix

AV1 AV2 AV3 AV4 AV5 SS1 SS2

AV1 1.000 .718 .788 .679 .664 .621 .596

AV2 .718 1.000 .717 .624 .605 .561 .540

AV3 .788 .717 1.000 .803 .685 .601 .681

AV4 .679 .624 .803 1.000 .651 .563 .564

AV5 .664 .605 .685 .651 1.000 .669 .718

Correlation
SS1 .621 .561 .601 .563 .669 1.000 .805

SS2 .596 .540 .681 .564 .718 .805 1.000

SS3 .516 .495 .601 .607 .608 .797 .780

SS4 .538 .592 .635 .583 .616 .766 .728

SS5 .588 .491 .616 .568 .623 .699 .718

Correlation Matrix

SS3 SS4 SS5

Correlation AV1 .516 .538 .588

AV2 .495 .592 .491

AV3 .601 .635 .616

AV4 .607 .583 .568

AV5 .608 .616 .623

SS1 .797 .766 .699

25
 SS2 .780 .728 .718

SS3 1.000 .792 .727

SS4 .792 1.000 .780

SS5 .727 .780 1.000

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .910

Approx. Chi-Square 1198.622

Bartlett's Test of Sphericity df 45

Sig. .000

From KMO and Bartlet’s test, we see that the smpling adequacy value is .910. The benchmark is .
60 for proving that the numbers of the respondents are good enough. So here the value is .910 so
we can say that the number of respondents which we collected is good enough for our study. But
we can’t test hypothesis by this value. We need to consider the significant value which should be
less than .05 and only then we can say that null hypothesis is rejected. So here our value is .000 so
we can say that null hypothesis is rejected.

Communalities

Initial Extraction

AV1 1.000 .650

AV2 1.000 .578

AV3 1.000 .737

AV4 1.000 .638

26
AV5 1.000 .681

SS1 1.000 .736

SS2 1.000 .747

SS3 1.000 .703

SS4 1.000 .724

SS5 1.000 .679

Extraction Method: Principal

Component Analysis.

5.3 Total Variance Explained

The Total column gives the eigenvalue, or amount of variance in the original variables accounted
for by each component. The % of Variance column gives the ratio, expressed as a percentage, of
the variance accounted for by each component to the total variance in all of the variables.
The Cumulative % column gives the percentage of variance accounted for by the
first n components. For example, the cumulative percentage for the second component is the sum
of the percentage of variance for the first and second components.

For the initial solution, there are as many components as variables, and in a correlations analysis,
the sum of the eigenvalues equals the number of components. You have requested that
eigenvalues greater than 1 be extracted, so the first three principal components form the extracted
solution.

27
 Total Variance Explained

Component Initial Eigenvalues Extraction Sums of Squared Loadings

Total % of Variance Cumulative % Total % of Variance Cumulative %

1 6.872 68.724 68.724 6.872 68.724 68.724

2 .994 9.936 78.660

3 .422 4.223 82.884

4 .414 4.139 87.023

5 .336 3.359 90.382

6 .297 2.971 93.353

7 .232 2.318 95.670

8 .170 1.697 97.367

9 .155 1.548 98.915

10 .108 1.085 100.000

Extraction Method: Principal Component Analysis.

We work through 2 variable one is independent and another one is dependent. Here our 2
independent and 1 dependent variables. Our cumulative result is 68.724 which is greater than 60
and it’s the finest result that here we found.

Component Matrixa

Component

AV1 .806

AV2 .760

28
AV3 .859

AV4 .799

AV5 .825

SS1 .858

SS2 .864

SS3 .839

SS4 .851

SS5 .824

Extraction Method:
Principal Component
Analysis.a

a. 1 components
extracted.

Rotated
Component
Matrixa

a. Only one component was extracted.

b. The solution cannot be rotated. Though our softwr set

29
 Component Score
Coefficient Matrix

Component

AV1 .117

AV2 .111

AV3 .125

AV4 .116

AV5 .120

SS1 .125

SS2 .126

SS3 .122

SS4 .124

SS5 .120

Extraction Method: Principal Component Analysis.

Rotation Method: Varimax with Kaiser Normalization.

Component Score
Covariance Matrix

Component 1

1 1.000

30
Extraction Method: Principal
Component Analysis.

Rotation Method: Varimax

with Kaiser Normalization.

5.4 Regression

Regression analysis is a set of statistical methods used for the estimation of relationships between
a dependent variable and one or more independent variables. It can be utilized to assess the
strength of the relationship between variables and for modeling the future relationship between
them.

Variables Entered/Removeda

Model Variables Variables Method

Entered Removed

1 AVG_ASb . Enter

a. Dependent Variable: AVG_TS

b. All requested variables entered.

Model Summary

Model R R Square Adjusted R Std. Error of the

Square Estimate

1 .863a .745 .743 .56032

a. Predictors: (Constant), AVG_AS

31
The model's R² square esteem is .745, which implies that the entire factor can clarify or anticipate
74.5% % of the_changeability of-the-needy variable. In here we found adjusted R .743 which is
accepted result because it’s greater than .20.

ANOVAa

Model Sum of Squares df Mean Square F Sig.

Regression 119.521 1 119.521 380.697 .000b

1 Residual 40.814 130 .314

Total 160.335 131

a. Dependent Variable: AVG_TS

b. Predictors: (Constant), AVG_AS

Our ANOVA sig is .000 which is smaller than .05 and it is the effective result and it’s connected
with dependent variables. That is independent variables have the exploratory power to explain the
dependent variable will be accepted.

Coefficientsa

Model Unstandardized Coefficients Standardized t Sig.

Coefficients

B Std. Error Beta

(Constant) .644 .145 4.435 .000

1
AVG_AS .858 .044 .863 19.511 .000

a. Dependent Variable: AVG_TS

32
Through coefficient table here we found standardized coefficients Beta result .863. Our
independent variables are all we justify through our dependent variable.

6.0 Recommendation

We wanted to know that is tourist is satisfied in domestic air travel durinf this pandemic or not.
We found that they are satisfied. Though they are satisfied but based on this report we propose
some recommendations.

 Focus on more in hygiene factors like sanitizing equipment.

 People are worried about spreading so social distancing must be maintained.
 Airline should offer available fare option and available pre-booking system.
 Airline should add more flight with reasonable ticket which would be more attractive
rather than bus or train.

7.0 Conclusion
This study was conducted for educational purpose. We did this survey during pandemic that’s
why some time we respondents show avoidance but this study result can be consider in
management decision for future strategy.

33
Reference
 WHO (2020), “The COVID-19 risk communication package for healthcare facilities”.available at:
www.who.int/news-room/q-a-detail/qa-coronaviruses
 Khatib, A. N., Carvalho, A. M., Primavesi, R., To, K., & Poirier, V. (2020). Navigating the risks of
flying during COVID-19: a review for safe air travel. Journal of travel medicine, 27(8), taaa212.
https://doi.org/10.1093/jtm/taaa212
 Edelson PJ, Kozarsky PE, Brown C. Travel by Air, Land and Sea. In: Kozarsky, PE (ed). CDC
Yellow Book 2020.https://wwwnc.cdc.gov/travel/yellowbook/2020/travel-by-air-land-sea/air-
travel (6 August 2020, date last accessed)
 Mangili, A., Vindenes, T., & Gendreau, M. (2015). Infectious risks of air travel. Microbiol Spectr 3.
 Leung, N. H., Chu, D. K., Shiu, E. Y., Chan, K. H., McDevitt, J. J., Hau, B. J., ... & Cowling, B. J. (2020).
Respiratory virus shedding in exhaled breath and efficacy of face masks. Nature medicine, 26(5),
676-680.
 Chughtai, A. A., Seale, H., & Macintyre, C. R. (2020). Effectiveness of cloth masks for protection
against severe acute respiratory syndrome coronavirus 2. Emerging infectious diseases, 26(10).
 https://www.sciencedirect.com
 https://www.mdpi.com

http://www.statulator.com/

https://corporatefinanceinstitute.com/

https://www.ibm.com/

34
Questioner Sample

The impact of covid-19 pandemic situation on tourist satisfaction in

domestic Airline Industry of Bangladesh.

Dear Respondent
You are cordially invited to participate in this survey of the impact of covid-19 on tourist satisfaction in
airline industry of Bangladesh. This survey is to find the satisfaction in this pandemic situation in
Bangladesh.

Please be rest assured that your identity will remain anonymous and your responses to the survey will be
held in strict confidence and used for academic purposes only. We do appreciate if you could take a few
minutes of your valuable time in completing this questionnaire. Your feedback is important and will
contribute towards enriching the knowledge and understanding the covid 19 management of airline
industry in our country. Thank you very much for your time and cooperation.

Contact: Md Ekramul Hoque

Phone Number: 01675373865

Section A: Respondent’s Demography

Please tick (√) in the appropriate space below

1. Gender 4. Highest education level

Male Female SSC/O level Undergrad/Graduate
Other HSC/A Level Above Graduate

2. Age Group 5. Occupation

20-25 26-32 Student Employee
33-38 Above 38 Self Employed Businessman
Retired Other
3. Income
20,000-50,000 51,000-70,000
72,000-1, 00,000 1, 00,000 above

6. Marital Status
Single
Married
Divorced/ Widow

35
Section B: Availability towards customer’s satisfaction
Please read carefully the statements below and show the extent to which you agree or disagree with
each statement. Using the scale below, please choose and circle the relative items to indicate your
answer on top management support of the airline industry, ranging from 1= Strongly Disagree to 5=
Strongly Agree.

Agree

Strongly Agree
Neutral
Disagree
Disagree
Strongly
No. Description

Availability 1 2 3 4 5

1 During COVID pandemic, availability of ticket leads my domestic 1 2 3 4 5

tour satisfaction
2 I feel satisfied because I can travel any destination at any time in this 1 2 3 4 5
pandemic
3 Available options of fares satisfies me in my domestic travel plan 1 2 3 4 5
4 The available fare rate meet my satisfaction 1 2 3 4 5
5 During COVID time I found available airline service which makes 1 2 3 4 5
me satisfy

Section C: Safe and sanitization for customers satisfaction

Please read carefully the statements below and show the extent to which you agree or disagree with
each statement. Using the scale below, please choose and circle the relative items to indicate your
answer on top management support of the airline industry, ranging from 1= Strongly Disagree to 5=
Strongly Agree.

Agree

Strongly Agree
Neutral
Disagree
Disagree
Strongly

No. Description

1 2 3 4 5
Safe and sanitize
1 I feel safe and sanitize to travel by air which leads my satisfaction 1 2 3 4 5
2 For maintaining all the health issue, I feel very Safe and satisfied to 1 2 3 4 5
travel by air with my family
3 I found sanitizing equipment in the aircraft which leads my 1 2 3 4 5
satisfaction

36
 4 I saw all the domestic Airport are properly disinfected which leads 1 2 3 4 5
my overall satisfaction

5 The aircraft management are sanitizing all the facility of the 1 2 3 4 5

aircraft by disinfected spray for each trip

Section D: Tourist satisfaction in domestic air travel

Please read carefully the statements below and show the extent to which you agree or disagree with each
statement. Using the scale below, please choose and circle the relative items to indicate your answer on
top management support of the airline industry, ranging from 1= Strongly Disagree to 5= Strongly Agree.

Strongly Agree
Neutral
Disagree

Agree
Disagree
Strongly
No. Description

Satisfaction 1 2 3 4 5
1 I Satisfy with the decision of aircraft authority to improve 1 2 3 4 5
performance
2 Social distance ratio in aircraft is good enough 1 2 3 4 5
3 I am comfortable with domestic air travel in pandemic situation 1 2 3 4 5
4 I will suggest air travel to my friends and family during pandemic 1 2 3 4 5
5 I will travel by air in this pandemic 1 2 3 4 5

37