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Surveys
2014
February
P
Performance Analysis of Air India
Performance Analysis of Air India
Performance Analysis of Air India
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Personal Information
Male
Female
*
Gender of the Respondent
Less than 20 years
20-40 years
40-60 years
Above 60 years
*
Age of the Respondent
Business Tour
Leisure Trip
Others
*
Purpose of Travel
Passenger Service Ratings
1.Infrastructure and Accessories
Very Unsatisfied
Unsatisfied
Neutral
Satisfied
Very Satisfied
Seat Comfort
Cleanliness of Cabin
Cleanliness of Toilets
Newspapers/ Magazines
Pillows/ Blankets
Handling of luggage
Quality of entertainment
Quality of Beverages
Appearance and clothing of cabin crew
2. Responsiveness
Very Unsatisfied
Unsatisfied
Neutral
Satisfied
Very Satisfied
Punctuality of timing
Politeness/courtesy
Friendliness of cabin crew
Language skills of cabin crew
3. Reliability
Very Unsatisfied
Unsatisfied
Neutral
Satisfied
Very Satisfied
Customer Complaint handling
Quick response to problems
Adequate remedies provided
4. Safety and Assurance
Very Unsatisfied
Unsatisfied
Neutral
Satisfied
Very Satisfied
Cabin crew’s safety drill
Courtesy of staff
Efficiency of check-in staff
Service efficiency of cabin crew
5. Empathy
Very Unsatisfied
Unsatisfied
Neutral
Satisfied
Very Satisfied
Individual attention to customers
Flight timings convenient to customers
Long term relationship with customers
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