The survey of factors affecting the customer loyalty in airline industry

I am Roy Pang 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 about factors affecting the customer loyalty in airline industry. It needs about 5-10 minutes to answer. The data will only be used for this project and disposed of when the project is done. Thank you very much.

Results are publicly available

Male /男Female /女

Married / MarriedUnmarried / Unmarried

Yes / YesNo / No

Price / PriceService Quality / Service QualitySafety / SafetyConvenience (need for changing planes?) / Convenience (for example: do you need to change planes?)Facilities Quality / Facilities QualityFood Quality / Food QualityCabin Environment / Cabin Environment

YesNo

Yes / YesNo / No

1	2	3	4	5
13. 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 period of time.

14. The public image of the airline will affect you to choose the airline. You will consider the public image of the airline when choosing one.

15. Family and friends’ opinion and choice will affect you to make decision of choosing an airline. Family and friends' opinions and choices will influence your decision on which airline to choose.

Yes / YesNo / No

The survey of factors affecting the customer loyalty in airline industry

1) What is your gender? ✪

2) How old are you? How old are you this year? ✪

3) What is your marital status? What is your marital status? ✪

4) What is your occupation? What do you do? ✪

5) How much is the monthly income? What is the average monthly income? ✪

6) How many times did you travel by plane in 2013? ✪

7) Did you choose the same airline each time? Did you choose the same airline each time? ✪

8) What factor(s) attract you to choose the same airline? What factors make you choose to fly with the same airline?

9) How many times you choose a same airline consistently in 2013? How many times did you consistently choose the same airline during 2013? ✪

10) What factor(s) will you consider when choosing airline? What criteria will you use when selecting an airline? ✪

11) Have you ever joined the ‘Frequency Flyer Program’? ✪

12) Is it worth to continue joining this program? Do you think this program is worth participating in?

Reading the following statements and answer the questions. Please read the following sentences carefully and then answer the questions. ✪

16) Do you think advertisements can strongly affect you to make decision of choosing an airline? ✪

17) What is/ are the effective media channel(s) to attract you to know more the airline and then choosing it? What media can attract you to learn more about an airline and then choose it? ✪