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  1. Surveys
  2. 2014
  3. January
  4. L
  5. Leisure Travellers' Airline Loyalty
0%
Exit Survey
 
 
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You are invited to participate in our survey [Project Description Here]. In this survey, approximately [Approximate Respondents] people will be asked to complete a survey that asks questions about [General Survey Process]. It will take approximately [Approximate Time] minutes to complete the questionnaire.

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This section addresses your opinions on airlines in general.
Please rate the level of importance on the following statements:
(1-being extremely unimportant, 7-being extremely important)
Extremely Unimportant 1 2 3 4 5 6 Extremely Important 7 Not Applicable 0
1. Excellent airlines will have up-to-date in-flight entertainment services and facilities.
2. Excellent airlines will provide in-flight Internet or phone services.
3. The interiors of excellent airlines will be clean and visually appealing.
4. Excellent airlines will have comfortable seat space and legroom.
5. Excellent airlines will provide quality in-flight food and beverages.
6. Excellent airlines will have a loyalty programme to recognise you as a frequent customer.
7. Excellent airlines will provide good ground/ in-flight services consistently.
8. Excellent airlines will depart and arrive at a time it promise.
9. When you face a problem (baggage loss etc), excellent airlines will be sincere in resolving it.
10. Excellent airlines will perform service right the first time.
Extremely Unimportant 1 2 3 4 5 6 Extremely Important 7 Not Applicable 0
11. Employees of excellent airlines will always be willing to help you.
12. Employees of excellent airlines will give prompt service to you.
13. Employees of excellent airlines will never too busy to respond to your request.
14. Excellent airlines will have efficient and accurate check-in and baggage handling services.
15. Employees of excellent airlines will always appear neat.
16. Employees of excellent airlines will be consistently courteous with you.
17. Employees of excellent airlines will understand your specific needs.
18. Employees of excellent airlines will give you individual attention.
19. The behaviour of employees (ground/ flight crew) in excellent airlines will instil confidence in you.
20. Excellent airlines will make you feel safe to fly with.
21. Employees of excellent airline will have the knowledge to answer your questions.
22. Excellent airlines will have safe, efficient and accurate reservation and ticketing transactions.
 
 
 
Please rank (1-5) on the following attributes in order of importance:
(1-being extremely unimportant, 5-being extremely important)
Airline Tangibles (in-flight facilities, quality in-flight food & beverages, comfortable legroom, loyalty programme)
Reliability (on-time schedule, consistent and error-free service performance)
Responsiveness (willingness to help, prompt/efficient services)
Employees (employees’ appearance and attitudes)
Assurance (safe to fly, secure transactions, employees’ knowledge capabilities)
 
 
 
Please state an airline that you have recently flown for leisure purposes (Non-business-related):
 
AirAsia
 
Cathay Pacific Airways
 
Emirates
 
Jetstar
 
Qatar Airways
 
Scoot
 
Singapore Airlines
 
Tigerair
 
Other (Please Specify)
 
 
 
According to your recent experience with the stated airline (as chosen above), please rate the extent to which you feel that the airline has fulfilled the following statements:
(1-being strongly disagree, 7-being strongly agree)
Strongly Disagree 1 2 3 4 5 6 Strongly Agree 7 Not Applicable 0
1. The airline has up-to-date in-flight entertainment services and facilities.
2. The airline provides in-flight Internet or phone services.
3. The interiors of the airline are clean and visually appealing.
4. The airline has comfortable seat space and legroom.
5. The airline provides quality in-flight food and beverages.
6. The airline has a loyalty programme to recognise you as a frequent customer.
7. The airline provides good ground/ in-flight services consistently.
8. The airline departs and arrives at a time it promise.
9. When you face a problem (baggage loss etc), the airline is sincere in resolving it.
10. The airline performs service right the first time.
Strongly Disagree 1 2 3 4 5 6 Strongly Agree 7 Not Applicable 0
11. Employees of the airline are always willing to help you.
12. Employees of the airline give prompt service to you.
13. Employees of the airline are never too busy to respond to your request.
14. The airline has efficient and accurate check-in and baggage handling services.
15. Employees of the airline are always appear neat.
16. Employees of the airline are consistently courteous with you.
17. Employees of the airline understand your specific needs.
18. Employees of the airline give you individual attention.
19. The behaviour of employees (ground/ flight crew) in the airline instils confidence in you.
20. The airline makes you feel safe to fly with.
21. Employees of the airline have the knowledge to answer your questions.
22. The airline has safe, efficient and accurate reservation and ticketing transactions.
 
 
 
Overall, how satisfied are you with the stated airline (as chosen above)?
Very Unsatisfied
Unsatisfied
Neutral
Satisfied
Very Satisfied
 
 
Please rank on the scale of 1-7, the following questions against the stated airline (as chosen above).
(1-being very unlikely, 7-being very likely),
Very Unlikely 1 2 3 4 5 6 Very Likely 7
(a) How likely are you to use the airline for most of your travelling needs?
(b) If you had to make a choice again, how likely are you to use the airline to travel?
(c) How likely are you to recommend the airline to your friends and family?
(d) How likely are you to use the airline even if there is a small difference in price?
(e) How likely are you to stay with the airline even if you encountered a service error/ failure?
 
 
 
I consider myself to be a loyal patron of the [stated] airline.
 
Strongly Disagree
 
Disagree
 
Neutral
 
Agree
 
Strongly Agree
 
 
 
Please estimate how many time(s) during the last 24 months you have flown with the [stated] airline:
 
1
 
2
 
3
 
4
 
5
 
More than 5
 
 
 
Please estimate how many time(s) during the last 24 months you have travelled by air for leisure purposes (Non-business-
related):
 
1
 
2
 
3
 
4
 
5
 
More than 5
 
 
 
Demographics:
What is your gender?
 
Male
 
Female