A study on the influence of in-flight service quality on passenger satisfaction.

I am Cynthia Chan who is studying in Aviation Management program (Coventry University). I am now doing my final year project, and I need your help to collect data to identify passengers’ satisfaction and expectations towards present in-flight services quality of airlines. It needs about 5-10 mintues to answer. The data will be only used for this project and disposed when the project is done. Thank you so much!! :)

The poll results are public

You are ✪

Age: ✪

Which of these ethnic groups/nationalities do you belong to: ✪

What level of education do you have? ✪

How many times do you take flight in average of one year? ✪

What is your goal to take flight? ✪

Part 2 Please choose your answer base on your in-flight experiences in past. (1= Strong unsatisfied, 8= Very satisfied, 0= No opinion) ✪

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8
0
1. The flight can be on time for arrival and departure according to its schedules.
2. In-flight diet is always delicious.
3. In-flight crews provide right service for you at first time.
4. In-flight diet offer high quality food and beverages.
5. You feel confidence because of in-flight crew’s behavior
6. You always feel safe when you are in flying at airplane.
7. In-flight crews can answer your question by their knowledge.
8. The seats of airplane are clean and comfortable.
9. You are enjoyable because of modern in-flight entertainment facilities.
10. In-flight crews can solve your difficult.
11. The airplane offer a stable in-flight Wi-Fi or internet or phone services.
12. In-flight crews are consistently gracious to you.
13. In-flight crews are consistently tidy and clean.
14. You always feel comfortable when you are in flying at airplane.
15. You can obtain accurate flight information, such as flight schedules.
16. The uniforms of in-flight crew are always beautiful and clean.
17. In-flight crews comprehend your particular needs.
18. In-flight crews can look after your needs carefully.
19. You enjoy in-flight alcoholic beverage.
20. You like to choose non-alcoholic beverage when you are in flying at airplane.
21. In-flight crews are willing to provide assistance for you.
22. In-flight crews are willing to give response in spite of busy situation.
23. You always enjoy in-flight personal entertainment.
24. In-flight crews are excellence in appearance.
25. In-flight diet is cleanness.
26. In-flight crews can recognize you as a recurrent customer.
27. In-flight crews give you immediate response and suitable services.
28. In-flight crews have sufficient and clear knowledge about security.
29. In-flight crews always smile with you.

What any suggestion or complaint do you want to response regard to now in-flight service and product which you have used? ✪

This question's answers are private

What any expectation or idea do you wish to propose to airlines regard to future in-flight service and product? ✪

This question's answers are private