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209
ago more than 10y
roypang
Report
Reported
(N) The survey of factors affecting the customer loyalty in airline industry
1) What is your gender?
Questionnaire results are publicly available
1) What is your gender? What is your gender?
 ✪
Male / Male
Female / Female
2) How old are you? How old are you this year?
 ✪
Less than 20 / Less than 20 years old
20-29
30-39
40-49
50-59
60 or above / 60 years old or above
3) What is your marital status? What is your marital status?
 ✪
Married / Married
Unmarried / Unmarried
4) What is your occupation? What is your profession?
 ✪
Government
Private
Self-employed
Students
Retired
Housewife
Investor
5) How much is the monthly income? How much is the average monthly income?
 ✪
Below $10000 / Less than $10000
$10000-$19999
$20000-$29999
$30000-$39999
$40000-$49999
$50000 or above / $50000 or above
6) How many times did you travel by plane in 2013?
 ✪
1 time /1次
2 times /2次
3 times /3次
4 times /4次
5 times or above /5次或以上
None /沒有
7) Did you choose the same airline each time? Did you choose the same airline each time?
 ✪
If no, Answer Q9/If no, please answer question 9.
Yes /Yes
No /No
8) What factor(s) attract you to choose the same airline? What factors make you choose the same airline?
You may choose no more than 3 items. Please do not select more than 3 items.
Price / Price
Service Quality / Service Quality
Safety / Safety
Convenience (need for changing planes?) / Convenience (for example: do you need to change planes?)
Facilities Quality / Facilities Quality
Food Quality / Food Quality
Cabin Environment / Cabin Environment
Company group order
Flight attendant quality
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?
 ✪
1 time /1 time
2 times /2 times
3 times /3 times
4 times /4 times
5 times or above /5 times or above
None /None
10) What factor(s) will you consider when choosing airline? What criteria will you use to choose an airline?
 ✪
You may choose no more than 3 items. Please do not select more than 3 options.
Price
Service Quality
Safety
Convenience (need for changing planes?)
Facilities Quality
Food Quality
Cabin Environment
Tour group offer
Flight attendant quality
11) Have you ever joined the ‘Frequency Flyer Program’?
 ✪
If no, Answer Q14.
Yes
No
12) Is it worth to continue joining this program? Do you think this program is worth participating in?
Yes / Yes
No / No
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?
Reading the following statements and answer the questions. Please read the following sentences and then answer the questions.
 ✪
1= totally disagree /完全不同意 2= strongly disagree /強烈不同意 3= neutral /無意見 4= strongly agree /強烈同意 5= totally agree /完全同意
1
2
3
4
5
14. You will feel proud if you support or choose a particular airline for a long period of time. You will feel proud if you support or choose a particular airline for a long time.
15. The public image of the airline will affect you to choose the airline. You will consider the public image of the airline when choosing an airline.
16. Family and friends’ opinion and choice will affect you to make decision of choosing an airline. Opinions and choices of family and friends will influence your decision to choose an airline.
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?
 ✪
Yes / Yes
No / No
18) What is/ are the effective media channel(s) to attract you to know more about the airline and then choosing it?
 ✪
TV
Internet
Newspaper
Magazine
Radio
Travel Agent
Mobile App
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