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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.)
 
 
 


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.


 
 

* Please select below the most recent low-cost 'budget' airline you have travelled with.
 
 
Other (Please Specify)
   
 
 
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.
* When the 'low-cost' airline meationed in Q1, Promises to do something by a certain time it does so.
Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree
 
 

* When you have a problem the airline shows a sincere interest in solving it.
Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree
 
 

* The airline performs the service right the first time.
Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree
 
 

* The airline provides its services at the time it promises to do so.
Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree
 
 

* The airline keeps customers informed about when services will be performed.
Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree
 
 
Responsiveness
* Employees gave you a prompt service.
Stongly Disagree 1 2 3 4 5 6 7 Strongly Agree
 
 

* The employees are always willing to help you.
Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree
 
 

* Employees are never too busy to respond to your requests.
Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree
 
 
Assurance
* The behaviour of employees instills confidence in you.
Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree
 
 

* You feel safe in your transactions with the airline.
Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree
 
 

* Employees are consistently courteous with you.
Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree
 
 

* Employees have the knowledge to answer your questions.
Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree
 
 
Empathy
* The airline gave you individual attention.
Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree
 
 

* The airline has employees who give you individual attention.
Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree
 
 

* The airline has your best interest at heart.
Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree
 
 

* The employees understand your specific needs.
Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree
 
 
Tangibles
* The airline has modern looking equipment.
Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree
 
 

* The airline's physical facilities are visually appealing.
Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree
 
 

* Staff appear neat-looking.
Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree
 
 

* Materials associated with the service (Advertisements, Billboards etc) are visually appealing
Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree
 
 

* The airline has convenient business hours.
Strongly Disagree 1 2 3 4 5 6 7 Strongly Agree
 
 
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)
What factors influenced you to fly with the airline?
Departure City/Airport
Quality of Service
Price
Loyal Customer
Flexibility of Dates and Times
Promotional Offer
 
 
Other (Please Specify)
   
 
 

* What is the main purpose of travelling with the airline?
 
 

* How often do you use the airline?
 
 

* Would you consider the airline to be 'Value for Money'?
 
Yes
 
No
 
Maybe
 
 

* Would you 'recommend' the airline?
 
Yes
 
No
 
Maybe
 
 

* Please select the occupation that best suits you?
 
 

* Gender:
 
Female
 
Male
 
 
 
* Please state which age group you fall into (years)?
16-24 25-44 44-59 60+
 
 
SECTION C: *EXPECTATIONS* This section assesses the level of service you would have 'Expected' from the airline.
1 Strongly Disagree 2 3 4 5 6 7 Srongly Agree
* When the airline promise to do something by a certain time, they will do so.
* When you have a problem, the airline will show a sincere interest in solving it.
* The airline will perform the service right the first time.
* The airline will provide their services at the time they promise to do so.
* The airline will tell customers exactly when services will be performed.
 
 
Responsiveness
1 Strongly Disagree 2 3 4 5 6 7 Srongly Agree
* Employees will give you a prompt service.
* Employees will always be willing to help you.
* Employees will never be too busy to respond to your requests.
 
 
Assurance
1 Strongly Disagree 2 3 4 5 6 7 Srongly Agree
* The behaviour of employees will instill confidence in you.
* You will feel safe in their transactions.
* Employees will be consistently courteous with you.
* Employees will have the knowledge to answer your questions.
 
 
Empathy
1 Strongly Disagree 2 3 4 5 6 7 Strongly Agree
* The airline will give you individual attention.
* The airline will have employees who gives you personal attention.
* The airline will have your best interests at heart.
* The employees will understand your specific needs.
 
 
Tangibles
1 Strongly Disagree 2 3 4 5 6 7 Srongly Agree
* The airline will have modern-looking equipment.
* The physical facilities will be visually appealing.
* Employees of the airline will be neat-appearing.
* Materials associated with the service (such as pamphlets, statements, tickets) will be visually appealing.
* The airline will have convenient operating hours to suit you.
 
Please contact [email protected] if you have any questions regarding this survey.
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