UNITED AIRLINES CUSTOMER SATISFACTION QUESTIONNAIRE

Bảng câu hỏi về sự hài lòng khách hàng sử dụng máy bay, bài này sử dụng mô hình chất lượng dịch vụ SERVQUAL.

UNITED AIRLINES CUSTOMER SATISFACTION QUESTIONNAIRE

The survey seeds to understand the elements which customer satisfaction is based on from an air- passenger's view. All the information required by this questionnaire would be used for academic research purposes only. Please answer the questions honestly, accurately and accordingly.

1. How many times have you travelled with United Airlines within past 3 months?

 Less than 2 times

 2- 3 times

 4-6 times

 More than 6 times

2. What is your purpose of travelling with United Airlines?

 Business

 Entertainment

 Education 

 Immigrant

3. Please answer the following questions that have a significant impact on customer satisfaction at United Airlines in Viet Nam. Please choose your satisfaction degree by cycling suitable number that follows these sentences:

1: Extremely disagree

2: Rather disagree

3: Neutral

4: Rather agree

5: Extremely agree

*Compulsory

No. Statement Extremely disagree Rather disagree Neutral Rather agree Extremely agree

Tangible Factors *

1 Appearance of the staff is tiny and beautiful

2 United Airlines' equipments are modern and useful

3 High speed Internet Wi-Fi is always available

4 Seat and leg room are comfortable

5 Space for over-head cabin is good for hand carry luggage

Reliability Factors *

6 United Airlines' time of Departure is on time

7 United Airlines' time of Arrival is as schedule

8 Baggage service deliver to you soon at final destination

9 United Airlines' staff serve professionally

10 Price of the ticket is suitable and competitive

Responsiveness Factors *

11 United Airlines provide fast and accurate service

12 United Airlines 'staff serve you quickly

13 United Airlines' services are diversiform

14 United Airlines' staffs are willing to give advices about services

15 United airlines' staffs are willing to meet  assist customer

Assurance Factors *

16 United Airlines' staffs are friendly with you

17 United Airlines' staffs have a good knowledge about aviation service

18 Promotional offer of the frequent member program is interesting

19 Security procedure of United Airlines is professional

20 It is a safety and security way when flying with United Airlines

Empathy Factors *

21 United Airlines' operating time is convenience for you

22 United Airlines' staff listening and understanding your need and want

23 The excess baggage fee is reasonable for you

24 United Airlines' payment methods are convenience for you

25 You receive a best service from United Airlines' staff

Customer Satisfaction Factors *

26 You feel satisfy about United Airlines' staff serving behavior

27 You feel satisfy about United Airlines 's staff serving ability

28 You feel satisfy about United Airlines' material equipments (easy check-in machine, aircraft reliability, etc.)

29 You feel satisfy about United Airlines' services quality

30 You feel satisfy about the convenience that United Airlines bring to you (operating time, excellent service)

4. What is your gender?

 Male

Female

5. What age of group are you in?

 Under 20

 20 – 30

 30 – 40

 Over 40

6. What is your monthly income?

 Less than 3 million VND

 From 3 to less than 8 million VND

 From 8 to less than 15 million VND

 More than 15 million VND

Please provide:

Your Email Address:

Your Phone Number:

END