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  1. Surveys
  2. 2012
  3. March
  4. T
  5. The Influence of Service Quality on Customer Satis
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Dear Sir/Madam,
The purpose of this questionnaire is to determine the influence of Service Quality on Customer Satisfaction in Airline Industry.Please kindly answer all questions and your sincere opinion is highly appreciated. It will take approximately [5] minutes to complete the questionnaire.

All information will be treated as strictly PRIVATE AND CONFIDENTIAL and will be used for this RESEARCH PURPOSE only.

Your participation in this study is completely voluntary. There are no foreseeable risks associated with this project. However, if you feel uncomfortable answering any questions, you can withdraw from the survey at any point. It is very important for us to learn your opinions.

Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.
 
 
 
Gender
 
Female
 
Male
 
 
 
Age
 
< 20
 
26 – 30
 
20 – 25
 
> 30
 
 
 
Nationality
   
 
 
 
Occupation


 
Student
 
Private Sector employee
 
Government employee
 
Other
 
 
 
 
How many airplane trips have you taken in the last twelve month?
 
1 – 2 times
 
3 – 6 times
 
7 – 10 times
 
More than 10 times
 
 
 
What is your purpose of taking airplane trips?
 
College/University
 
Travelling/Leisure/Holidays
 
Business/Work
 
Other
 

 
 
 
What airline company did you use most often?
 
Malaysia Airline
 
Singapore Airline
 
Air Asia
 
Other
 

 
 
PART B: EXPECTATION
This section seeks your opinion on your expectation level BEFORE you had your airplane trips. Expectation refers to your belief of what you consider the most likely things that you will experience before you use the service of specific airline.

Instructions: Based on the following 5-point scale, circle your most appropriate response.
Highly Disagree Disagree Neutral Agree Highly Agree
Before I use this airline, I perceive that the airline will have modern-looking aircraft.
Before I use this airline, I perceive that the in-flight environment and seating facilities of this airline will be visually appealing.
Before I use this airline, I perceive that this airline’s employees will be neat in appearance.
Before I use this airline, I perceive that this airline’s information and promotional materials associated with its service, e.g. pamphlets or in-flight meals, will be visually appealing.
Before I use this airline, I perceive that this airline will be very efficient during the check-in process.
Before I use this airline, I perceive that this airline will provide efficient transfer service at departure airport.
Before I use this airline, I perceive that this airline’s flights will be on-time as scheduled
Before I use this airline, I perceive that this airline will have sufficient remedial procedures for delayed or missing baggage.
Before I use this airline, I perceive that all employees of this airline will be capable of responding to emergency.
Before I use this airline, I perceive that employees of this airline will give immediate attention to passengers’ specific needs.
Highly Disagree Disagree Neutral Agree Highly Agree
Before I use this airline, I perceive that employees of this airline will always be willing to assist customers.
Before I use this airline, I perceive that employees of this airline will have the capability to respond to cancelled or delayed flight.
Before I use this airline, I perceive that employees of this airline will be sincere and patience in resolving passengers’ problems.
Before I use this airline, I perceive that employees of this airline will perform acceptable safety performance in airplane.
Before I use this airline, I perceive that employees of this airline will have the knowledge to answer passengers’ questions.
Before I use this airline, I perceive that employees of this airline will be knowledgeable and skillful in the provision of services to inspire trust and confidence in customers.
Before I use this airline, I perceive that employees of this airline will be having sincere and responsive attitude to passengers’ complaints.
Before I use this airline, I perceive that this airline will provide numerous, easy-to-use ticketing channels.
Before I use this airline, I perceive that employees of this airline will be able to speak multi-languages.
Before I use this airline, I perceive that this airline will provide convenient flight scheduling.
Before I use this airline, I perceive that employees of this airline will give customers personal attention.
Before I use this airline, I perceive that employees of this airline will have frequent cabin service rounds.
 
 
PART C: PERCEPTION
This section requires you to provide your perceptions level AFTER you had your airplane trips. Perception refers to what you belief after going through the experience of using the service of the airline.
Highly Disagree Disagree Neutral Agree Highly Agree
After I use this airline, I perceived that this airline has modern-looking aircraft.
After I use this airline, I perceived that the in-flight environment and seating facilities of this airline are visually appealing.
After I use this airline, I perceived that this airline’s employees are neat in appearance.
After I use this airline, I perceived that this airline’s information and promotional materials associated with its service, e.g. pamphlets or in-flight meals, are visually appealing.
After I use this airline, I perceived that this airline has efficient check-in process.
After I use this airline, I perceived that this airline provides efficient transfer service at departure airport.
After I use this airline, I perceived that this airline’s flights are on-time as scheduled
After I use this airline, I perceived that this airline has appropriate remedial procedures for delayed or missing baggage.
After I use this airline, I perceived that employees of this airline are capable to appropriately respond to emergency situations.
After I use this airline, I perceived that employees of this airline give immediate attention to passengers’ specific needs.
Highly Disagree Disagree Neutral Agree Highly Agree
After I use this airline, I perceived that employees of this airline are always willing to help customers.
After I use this airline, I perceived that employees of this airline have capacity to respond to cancelled or delayed flight.
After I use this airline, I perceived that employees of this airline are sincere and patience in resolving passengers’ problems.
After I use this airline, I perceived that employees of this airline perform understandable safety performance in airplane.
After I use this airline, I perceived that employees of this airline have the knowledge to answer passengers’ questions.
After I use this airline, I perceived that employees of this airline are knowledgeable and skillful in the provision of service to inspire trust and confidence to customers.
After I use this airline, I perceived that employees of this airline are sincere and responsive attitude to passengers’ complaints.
After I use this airline, I perceived that this airline provides numerous, easy-to-use ticketing channels.
After I use this airline, I perceived that employees of this airline are able to speak multi-languages.
After I use this airline, I perceived that this airline provides convenient flight scheduling.
After I use this airline, I perceived that employees of this airline give customers personal attention.
After I use this airline, I perceived that employees of this airline have frequent cabin service rounds.
 
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