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  1. Surveys
  2. 2013
  3. December
  4. A
  5. Airline Service Evaluation - V02
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1. Dear Fellows!!
You are invited to participate in our survey Quality Management Transformation Agenda for Pakistan International Airlines to Improve its Service Performance. In this survey, you will be asked to complete a survey that asks questions about Service Quality of PIA. It will take approximately 10-15minutes to complete the questionnaire.

Your participation in this study is completely voluntary. There are no foreseeable risks associated with this project. It is very important for us to learn your opinions.

Your survey responses will be strictly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential. If you have questions at any time about the survey or the procedures, you may contact Khizer Ahmad Zaki/Muhammad Zeeshan at +923004781792/+923458586022 or by email at the [email protected]/[email protected].

Thank you very much for your time and support. Please start with the survey now by 'Agreeing' and clicking on the Take Survey button below.

 
 
 
2. How many total air round trips have you made in the last 12 months for the main purposes indicated below?
0 1-2 3-5 6-more
Business
Pleasure/personal
 
 
3. Please rate the services you received from the PIA reservation agent when making your travel arrangements.
Don't Know/Don't Recall Among the Worst Not as good as Most About the same as Most Better than Most Among the Best
Speed in getting through to Agent
Helpfulness of Agent
Courtesy of Reservation Agent
Accuracy of flight information
Accuracy of fare information
 
 
4. Please tell us how important each of the following was in making your decision to choose PIA for any of yours trip.
Not at all Important Somewhat Important Very Important
PIA departure and/or arrival time was more convenient
PIA's flight had fewer stops or better connections
PIA's air fare was better
PIA's frequent flyer program
PIA inflight services are better (meals, movies, flight attendants, etc.)
PIA ground services are better (ticketing, baggage handling, check-in, etc.)
Personal preference for PIA
PIA was the only airline with seats available
Travel agent/Company travel department recommendation of PIA
 
 
5. Suppose you are traveling today on PIA.
Please answer Yes or No to the following statements about the air fare (price of ticket) for the trip you are taking today:
Yes No
I was planning this trip regardless of the fare
I was planning this trip on another airline, but switched to PIA because of the fare
I was planning this trip with no particular airline in mind and selected PIA because of the fare
I was planning to drive or take the bus/train to this destination, but decided to fly because of the fare
I was not planning to take this trip at all, but decided to go because of the fare
 
 
6. Recall any of your travel through PIA, for each of these areas that you used at the airport (Ground Services), please indicate how long you waited in line, and whether that wait was acceptable or not.
No Wait 0-5 min. 6-10 min. +11min Acceptable(Not an Issue)
Aircraft boarding
Boarding gate counter
Security check point
Express baggage/seat check-in counter
Ticket counter
Curbside baggage check
 
 
7. Below Questions summarizes various Quality parameters for PIA on ground services, during flight and arrival at destination. Please fill each as applied.
Very Poor
1

2

3

4
Excellent
5
GROUND SERVICES
A. Security procedures
B. Efficiency of check-in procedures
C. Courtesy of PIA check-in personnel
D. Promptness of baggage delivery (arrival)
SEATING
E. Amount of personal space when seated
F. Arm/shoulder/leg room
CABIN ENVIRONMENT
G. Aircraft quietness during take-off/ flight
H. Cabin Air quality
Very Poor
1

2

3

4
Excellent
5
I. Cleanliness of lavatories
J Cleanliness of cabin
K. Smoothness of flight
ON-BOARD SERVICES
L. Responsiveness of flight attendants
M. Courtesy of flight attendants
N. Food quality/ Beverages
O. Audio/Video equipment
P. Variety/Availability of reading materials
 
 
 
8. If you were particulary dissatisfied with any of PIA personnel at the airport (Ground Service), please indicate which personnel.
 
Ticket counter agent
 
Express baggage agent
 
Security checkpoint personnel
 
Red Carpet Room receptionist
 
Boarding gate agent(s)
 
Flight attendant (during boarding)
 
Other
 
 
 
9. If you were particularly dissatisfied with any of PIA procedures at the airport, please indicate which area(s).
 
Curbside baggage check-in
 
PIA ticket counter
 
Express baggage/Seat check-in counter
 
Security checkpoint
 
Red Carpet Room
 
Boarding gate check-in counter
 
Aircraft boarding
 
Other
 
 
 
10. Which of the following phrases best describe the exact nature of your trips? (Fill in all that apply)
 
Company business
 
Accompany family member
 
Incentive travel (company-paid pleasure trip)
 
Visit friends/relatives
 
Visit resort/ Vacation or other personal reason

Internal Data Structure Error
 
 
 
11. What is your occupation?
 
Executive/Manager
 
Government/Military
 
Teacher/Professor
 
Professional/Technical
 
Salesman/Buyer
 
Craftsman/Laborer
 
Religious/Clergy
 
Farmer
 
Secretary/Clerk/Office worker
 
Airline employee/Travel agent
 
Homemaker
 
Student
 
Self-Employed
 
Retired
 
Unemployed
 
Other
 
 
 
12. Are you:
 
Male
 
Female
 
 
 
13. What age group are you in?
 
12 - 17
 
18 - 21
 
22 - 29
 
30 - 39
 
40 - 49
 
50 - 59
 
60 - 64
 
65 & over
 
 
 
14. Where do you live?
 
Abroad
 
Pakistan
 
Effective Service Quality Metrics for PIAC
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