(N) The survey of factors affecting the customer loyalty in airline industry
1) What is your gender?
1) What is your gender? What is your gender?
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2) How old are you? How old are you this year?
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3) What is your marital status? What is your marital status?
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4) What is your occupation? What is your profession?
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Other option
- investor
5) How much is the monthly income? How much is the average monthly income?
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6) How many times did you travel by plane in 2013?
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7) Did you choose the same airline each time? Did you choose the same airline each time?
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8) What factor(s) attract you to choose the same airline? What factors make you choose the same airline?
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Other option
- flight attendant quality
- company group order
- suitable flight table
- direct flight
9) How many times you choose a same airline consistently in 2013? How many times did you consistently choose the same airline in 2013?
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10) What factor(s) will you consider when choosing airline? What criteria will you use to choose an airline?
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Other option
- flight attendant quality
- tour group offer
11) Have you ever joined the ‘Frequency Flyer Program’?
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12) Is it worth to continue joining this program? Do you think this program is worth participating in?
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13) Why do you think it is worth /not worth to continue joining this program? Why do you think this program is worth/not worth participating in?
- it keeps you updated about the airlines you are traveling with.
- na
- not
- it offers some discounts
- it is good for consumers.
- so that it can build a trusted relationship between the customer and the service provider.
- it saves money
- it benefits me
- extra benefits
- obtain free tickets
Reading the following statements and answer the questions. Please read the following sentences and then answer the questions.
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17) Do you think advertisements can strongly affect you to make the decision of choosing an airline? Do you think advertisements can strongly affect you to choose an airline?
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18) What is/ are the effective media channel(s) to attract you to know more about the airline and then choosing it?
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