University
of strathclyde, glasgowdepartment
of marketing
This survey is aimed at identifying the underlying issues affecting customer loyalty for the airline industry. This information is being collected for a Masters dissertation at the University of Strathclyde. The survey should take about 10 to 15 minutes to complete.
Your
completed survey is instrumental for accurately reporting results for this
Masters Dissertation project.
*** All responses are strictly confidential and submitted anonymously
***
Yes No
Business Leisure Others
0 to 4 1 to 5 6 to 10 11 to 15 16 to 20 21 or more
First class
Business class
Economy
class
(Please proceed to Q9)
5. This section measures your overall EXPERIENCE of Singapore Airlines. Please answer on a
scale from 1 (Strongly Disagree with the statement) to 7 (Strongly Agree).
|
I believe that: |
Strongly
Disagree
Strongly Agree
1 ........ 2.........3......... 4..........5..........6.........7 |
| a) Singapore Airlines has modern looking aircrafts and up to date equipment on crafts. |
|
| b) The physical facilities of Singapore Airlines e.g the interior of the cabins are visually appealing. | |
| c) The employees of Singapore Airlines appear neat. |
|
| d) When Singapore Airlines promises to do something at a certain time, it will do so. |
|
| e) The employees of Singapore Airlines are always willing to help passengers and provide prompt service to them. |
|
| f) I believe that the employees of Singapore Airlines are never be too busy to respond to passengers’ requests. | |
| g) The behaviour of employees of Singapore Airlines instills confidence in passengers. | |
| h) The employees of Singapore Airlines are consistently polite with passengers. | |
| i) The employees of Singapore Airlines have the knowledge to answer passengers’ requests. | |
| j) I am willing to pay a premium for the services that an excellent airline will provide according to my expectations. | |
| k) I attach great importance in flying with the right airline. | |
| l) The airline I fly with conveys the type of person I am. |
|
6. Based on your above perceptions How satisfied will you be if you had flown on Singapore Airlines before?
Very satisfied
Neutral
Very dissatisfied
Somewhat satisfied Somewhat dissatisfied
7. Based on your above perceptions, how likely will you recommend this airline to others?
Definitely Unsure Definitely not
Probably not Probably
8. I consider myself a loyal
patron of ______ airlines.
Please
list the top three preferred airlines
1.
_________________________
2.
_________________________
3.
_________________________
(Please
proceed on to Q18)
9. This section measures your overall EXPERIENCE of Singapore Airlines. Please answer on a
scale from 1 (Strongly Disagree with the statement) to 7 (Strongly Agree).
| How much do you agree that: | Strongly
Disagree
Strongly Agree
1 ........ 2.........3......... 4..........5..........6.........7 |
| a. The physical facilities and aircraft of Singapore Airlines appear to be more in keeping with their type of service. |
|
| b. Singapore Airlines has physical facilities that are visually appealing i.e. interior of the aircraft. | |
| c. The employees of Singapore Airlines appear neater than those of other airlines. | |
| d. Singapore Airlines provides its services at the time it promises to do so. | |
| e. Singapore Airlines have employees who provide prompt service and are willing to help passengers. | |
| f. Compared to other carriers, employees at Singapore Airlines are never too busy to respond to passengers’ requests promptly. | |
| g. You can trust the employees of Singapore Airlines more than those of other airlines. | |
| h. Have employees who are constantly courteous with passengers. | |
| i. Have employees who have the knowledge to answer passengers’ questions. | |
| j. Singapore Airlines provide a service that is worth paying for |
10. How would you rate the overall journey experience with Singapore Airlines?
Excellent Okay Terrible
Good Poor
11. How was the experience with this airline compared with your expectations?
Much better About the same Much worse
Somewhat better Somewhat worse
12. What is your overall level of satisfaction with Singapore Airlines?
Very satisfied Neutral Very dissatisfied
Somewhat satisfied Somewhat dissatisfied
13. How likely would you fly with this airline again?
Definitely Unsure Definitely not
Probably not Probably
14. How likely would you to recommend this airline to others?
Definitely Unsure Definitely not
Probably not Probably
15. Compared with other airlines, would you say that the quality of service you receive
from Singapore Airlines is:
Much better About the same Much worse
Somewhat better Somewhat worse
16. How would you like to rate this flight in terms of value for money?
Excellent Okay Terrible
Good Poor
17. Are you a member of any frequent flyer programme?
Yes No
If yes, which are those? _________________________________________________
This
section contains questions pertaining to general statistics about yourself.
18. What is your gender?
Male Female
19. Which age group do you belong to?
Under 18 25 to 34 45 to 54 Over 65
18 to 24 35 to 44 55 to 64
20. What is your occupation?
Senior Management
Middle management/Professional
Skilled manual worker
Semi skilled/unskilled worker
Student
Not working
Others ________________________________
21. What is your highest qualification?
Postgraduate Degree/Diploma
Bachelor Degree
College
High School
Professional Certificates
Others _____________________________
22. In which region is your nationality based?
Africa Asia Pacific/Australasia
North America Europe
South America Middle East
Thank you for your participation in our survey.
