AIRLINE CONTACT CENTRE SERVICE QUALITY AND PASSENGER SATISFACTION

Dear Participant,

My name is Anota Adeshola, and I am a master's student at Kazimieras Simonavicius University. As part of my master's thesis, I am conducting research on "Airline Contact Centre Service Quality and Passenger Satisfaction". This study aims to examine how the quality of airline contact centre services influences passenger satisfaction.

Your participation in this study is completely voluntary, and the questionnaire will take approximately 12-15 minutes to complete. All responses will remain confidential and will be used solely for academic research purposes. No personally identifiable information will be collected.

If you have any questions regarding this research, please do not hesitate to contact me at [email protected].

 

 

Eligibility: This questionnaire is intended for individuals who have contacted an airline's customer service centre (by phone, live chat, email, or social media) at least once within the past 24 months.

 

Best regards,

Anota Adeshola

Kazimieras Simonavicius University.

 

Consent Statement

By proceeding with this questionnaire, you confirm that:

You have read and understood the information provided above.

You voluntarily agree to participate in this research.

You understand that your responses will remain confidential and anonymous.

You understand that participation is voluntary and that you may withdraw at any time before submitting your responses without penalty. 

AIRLINE CONTACT CENTRE SERVICE QUALITY AND PASSENGER SATISFACTION
შედეგები ხელმისაწვდომია მხოლოდ ავტორისთვის

Agree to participate in the study?

SECTION A: Contact Centre Service Quality Dimensions

The following statements relate to your experience with the airline contact centre. Please indicate the extent to which you agree or disagree with each statement. Scale: 1 = Strongly Disagree | 2 = Disagree | 3 = Neutral | 4 = Agree | 5 = Strongly Agree

A1–A5: TANGIBILITY — Physical and technological infrastructure of the contact centre

1. The airline's website and/or mobile app used to access the contact centre was easy to navigate.

2. The telephone system (call quality, hold music, IVR menu) was clear and functional.

3. Written communications from the contact centre (emails, chat transcripts) were professionally presented and easy to understand.

4. Digital contact channels (live chat, social media messaging) were accessible and user-friendly.

5. The overall technological infrastructure of the contact centre supported a smooth service experience.

A6–A10: RELIABILITY — Consistency and accuracy of service delivery

6. The contact centre agent provided accurate information in response to my inquiry.

7. The airline fulfilled promises made during the contact centre interaction (e.g., refund timelines, follow-up callbacks).

8. The information I received was consistent regardless of which agent or channel I used.

9. The contact centre resolved my issue correctly on the first attempt.

10. I could rely on the airline contact centre to handle my inquiry without errors.

A11–A15: RESPONSIVENESS — Agent response time, timeliness, and willingness to assist.

11. The contact centre agent responded to my inquiry promptly.

12. I did not wait an unreasonably long time before reaching an agent.

13. The agent demonstrated a clear willingness to help resolve my issue.

14. When I contacted the airline during a disruption (delay/cancellation), the response was timely.

15. The contact centre provided prompt acknowledgment of my inquiry or complaint without unnecessary delays.

A16–A20: ASSURANCE — Agent knowledge, professionalism, communication quality, and trustworthiness

16. The contact centre agent demonstrated sufficient knowledge to address my inquiry accurately.

17. I felt confident in the information and guidance provided by the agent.

18. The agent communicated clearly and professionally throughout our interaction.

19. The contact centre handled my personal and financial information in a secure and trustworthy manner.

20. The agent's level of competence gave me confidence that my issue would be properly resolved.

A21–A25: EMPATHY — Individualised attention, caring service, and emotional responsiveness

21. The contact centre agent showed genuine concern for my situation.

22. I felt that the agent treated me as an individual, not just another caller or customer.

23. The agent listened attentively to my concerns before attempting to resolve them.

24. The agent demonstrated understanding and sensitivity when my situation was stressful or emotionally difficult.

25. Overall, the contact centre made me feel valued as a passenger.

SECTION B: Contact Centre Operational Performance

The following statements relate to the operational efficiency of the airline contact centre during your interaction(s). Please use the same 5-point scale. Scale: 1 = Strongly Disagree | 2 = Disagree | 3 = Neutral | 4 = Agree | 5 = Strongly Agree

B1–B5: FIRST-CALL RESOLUTION (FCR) — issue resolved without need for repeat contact

1. My inquiry or complaint was fully resolved during my first contact with the airline contact centre.

2. I did not need to contact the airline again about the same issue.

3. The agent had the authority and resources needed to resolve my issue immediately, without escalation.

4. I was not unnecessarily transferred to multiple departments or agents before my issue was resolved.

5. The resolution provided at first contact was satisfactory and required no further follow-up on my part.

B6–B10: AVERAGE HANDLING TIME (AHT) — Duration and efficiency of the interaction

6. The overall duration of my contact centre interaction was reasonable given the nature of my inquiry.

7. I did not spend excessive time on hold during my interaction.

8. The agent handled my inquiry efficiently without unnecessary delays or repetition.

9. The time taken to resolve my issue was proportionate to its complexity.

10. I felt that the agent managed our interaction in a time-effective manner without compromising quality.

B11–B15: SERVICE LEVEL & CHANNEL ACCESSIBILITY — Ease of reaching the contact centre and call abandonment experience

11. I was able to reach the airline contact centre without significant difficulty.

12. The contact centre was accessible during the hours I needed assistance.

13. I did not abandon my attempt to contact the airline due to excessive wait times or poor accessibility.

14. The contact centre managed periods of high demand (e.g., during flight disruptions) without significant deterioration in accessibility.

15. If I was unable to reach the contact centre on a previous occasion, this negatively affected my overall satisfaction with the airline.

SECTION C: Overall Passenger Satisfaction

Please indicate the extent to which you agree or disagree with each of the following statements about your overall satisfaction with the airline contact centre. Scale: 1 = Strongly Disagree | 2 = Disagree | 3 = Neutral | 4 = Agree | 5 = Strongly Agree

1. Overall, I am satisfied with the quality of service I received from the airline contact centre.

2. My experience with the airline contact centre met my pre-contact expectations.

3. The quality of the contact centre interaction positively influenced my overall perception of the airline.

4. I would willingly contact this airline's contact centre again if I needed assistance.

5. I would recommend this airline to others, partly based on the quality of its contact centre service.

6. Compared to other airlines I have contacted, this airline's contact centre provided a superior service experience.

7. The contact centre experience contributed positively to my loyalty towards this airline.

SECTION D: Contextual and Open-Ended Feedback (Optional)

Your qualitative feedback will help enrich the study's findings.

D1. What aspect of the airline contact centre service did you find most satisfactory during your most recent interaction?

D2. What aspect of the airline contact centre service most requires improvement?

D3. If you have contacted both full-service carriers (e.g., Lufthansa, airBaltic) and low-cost carriers (e.g., Ryanair, Wizz Air), how would you compare their contact centre service quality?

D4. Please describe any experience where a contact centre interaction significantly affected your satisfaction with an airline — positively or negatively.

SECTION E: Demographic and Travel Profile

Please tick (✓) the option that best describes you.

E1. Gender:

E2. Age group:

E3. Country of residence:

E4. How frequently do you travel by air?

E5. What type of airline do you most commonly use?

E6. How many times have you contacted an airline contact centre in the past 24 months?

E7. What was the primary reason for your most recent contact?

E8. Which channel did you primarily use to contact the airline?

Thank you for your participation.

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Your responses are greatly valued and will contribute directly to improving airline passenger service quality.