| This survey assess the 'quality of service' that you have recently experienced with a UK low -cost 'budget' airline. Section A measures the 'Perceptions' (The level of service that you 'actually' recieved; Section B refers to general questions about the service and Section C assesses the 'Expectations' of the service(How you would have realistically expected the service to be.)
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You are invited to participate in this survey regarding the quality of service you experienced for any low-cost airline that you have recently travelled with. Your responses will be extremely invaluable for my research project, which is part of my BA (Hons)in Tourism Business Management at Birmingham College of Food, Tourism and Creative Studies. All responses will be treated in the strictest of confidence. This survey will only take a few minutes. I thank you in advance.
Please start with the survey now by clicking on the Continue button below.
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| * Please select below the most recent low-cost 'budget' airline you have travelled with. |
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| SECTION A: *PERCEPTIONS* This sections assesses the level of service that you 'actually recieved' from the low-cost airline that you recently travelled with. Please rate between 1 - 7.
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* When the 'low-cost' airline meationed in Q1, Promises to do something by a certain time it does so.
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| * When you have a problem the airline shows a sincere interest in solving it. |
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| * The airline performs the service right the first time. |
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| * The airline provides its services at the time it promises to do so. |
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| * The airline keeps customers informed about when services will be performed. |
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| * Employees gave you a prompt service. |
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| * The employees are always willing to help you. |
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| * Employees are never too busy to respond to your requests. |
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| * The behaviour of employees instills confidence in you. |
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| * You feel safe in your transactions with the airline. |
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| * Employees are consistently courteous with you. |
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| * Employees have the knowledge to answer your questions. |
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| * The airline gave you individual attention. |
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| * The airline has employees who give you individual attention. |
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| * The airline has your best interest at heart. |
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| * The employees understand your specific needs. |
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| * The airline has modern looking equipment. |
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| * The airline's physical facilities are visually appealing. |
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| * Staff appear neat-looking. |
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| * Materials associated with the service (Advertisements, Billboards etc) are visually appealing |
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| * The airline has convenient business hours. |
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| SECTION B: Please rank in order of importance (Rank 1-3) Please select the three most important factors.(Please ignore the instruction below, only three responses are required)
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| What factors influenced you to fly with the airline? |
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| Loyal Customer |
| | | Price |
| | | Flexibility of Dates and Times |
| | | Departure City/Airport |
| | | Quality of Service |
| | | Promotional Offer |
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| * What is the main purpose of travelling with the airline? |
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| * How often do you use the airline? |
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| * Would you consider the airline to be 'Value for Money'? |
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| * Would you 'recommend' the airline? |
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| * Please select the occupation that best suits you? |
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| * Please state which age group you fall into (years)? |
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| SECTION C: *EXPECTATIONS* This section assesses the level of service you would have 'Expected' from the airline.
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