air lie services questionnaire

8/7/2019 Air lie services questionnaire

1/5

Air Line Services

QuestionnaireThis surveys deal with your opinion ofPAKISTAN INTERNATIONALAIRLINE.There are no yes or no questions we just want to know how you feel?

1. How many airlines trip you have taken in the last 1 year? ..........

2. What airline company if any which you often used? ..........

3. In last 1 year approximately how many times did you use the airline you mentioned above? .........

Please indicate the extent to which you agree or disagree with the following statementsregarding with the Pakistan International Lines you use frequently by circling theappropriate number for instance if you strongly agree with:

Much worse than Expected = 1

Worse than Expected = 2

Equal to Expected = 3

Batter to Expected = 4

Much more than Expected = 5 (For question# 1 to 32)

Very disagree = 1(For question#32 to 41)

Very agree = 5

1. Appearance, attitudes and employees of uniforms.

.1 .2 .3 .4 .5

2. In-flight modern and clean facilities.

.1 .2 .3 .4 .5

3. Variety and quality of meals in-flight.

.1 .2 .3 .4 .5

4. Varieties and choices of entertainment facilities in flight.

.1 .2 .3 .4 .5

5. Providing visually appealing equipments.

Ali Arshad MC10042


2/5

.1 .2 .3 .4 .5

6. Efficiency of the check-in process.

.1 .2 .3 .4 .5

7. Transfer service and efficiency at departure of airport.

.1 .2 .3 .4 .5

8. On-time performance of scheduled flights.

.1 .2 .3 .4 .5

9. Remedial procedure for delayed and missing baggage.

.1 .2 .3 .4 .5

10. Providing ground/ in-flight services consistently.

.1 .2 .3 .4 .5

11. Performing the services right the first time.

.1 .2 .3 .4 .5

12. Understanding the specific needs of customers.

.1 .2 .3 .4 .5

13. Capable to response any emergency situation.

.1 .2 .3 .4 .5

14. Prompt attention towards passengers on their needs.

.1 .2 .3 .4 .5

15. Keep informing the customers after the delivery of service.

.1 .2 .3 .4 .5

Ali Arshad MC10042


3/5

16. Prompt respond of airlines employees in case of any complain and your request?

.1 .2 .3 .4 .5

17. Capacity to respond or delayed flights.

.1 .2 .3 .4 .5

18. Sincerity and patience in resolving passengers problems.

.1 .2 .3 .4 .5

19. Probability of flights breakdown.

.1 .2 .3 .4 .5

20. Safety performance and measures of airlines.

.1 .2 .3 .4 .5

21. Knowlegble and skillful provisions of services.

.1 .2 .3 .4 .5

22. Sincere and responsive attitude towards passengers complains.

.1 .2 .3 .4 .5

23. Confidence of passengers in employees.

.1 .2 .3 .4 .5

24. Employees are consistently courteous.

.1 .2 .3 .4 .5

25. Knowledgeable employees to answer customer questions.

.1 .2 .3 .4 .5

26. Various easy to use ticketing channels.

.1 .2 .3 .4 .5

Ali Arshad MC10042


4/5

27. Convenient flight scheduling.

.1 .2 .3 .4 .5

28.Numbers of frequent and spontaneous care and concerns for needs of passengers.

29.Numbers of frequent rounds of cabin services by flight attendants.

.1 .2 .3 .4 .5

30. Having a sound program to recognize you as a loyal customer.

.1 .2 .3 .4 .5

31. Having a safe mileage measure program.

.1 .2 .3 .4 .5

32. Having other travel related partners like hotels, rental cars and travel insurance.

.1 .2 .3 .4 .5

33. It is successful to complete a travel at this airline.

.1 .2 .3 .4 .5

34. Pilot has technological experience and skills.

.1 .2 .3 .4 .5

35. It is a reliable company.

.1 .2 .3 .4 .5

36. It is successful company.

.1 .2 .3 .4 .5

37. It has unique technology in its flights.

.1 .2 .3 .4 .5

Ali Arshad MC10042


5/5

38. It has a good reputation.

.1 .2 .3 .4 .5

39. It is sincere to existing and attractive for potential customers.

.1 .2 .3 .4 .5

40. Choose one option which near to PIA. SALT

SUGER

TEA

BEAR

41. Please make the sequence of following attributes according to your priorities.

Tangibility

Reliability

Responsiveness

Assurance

Empathy

Image

Technical Skills

Quality

Ali Arshad MC10042

air lie services questionnaire

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