Survey on Full Service and Low Cost Airlines - Victoria University

The College of Business, Victoria University, is conducting a survey of Full Service and Low Cost Airlines. The aim of
this study is to evaluate customer’s perception in regard to their chosen carrier. This survey is strictly confidential. All
information and opinions provided will be used for research purposes only and managed in accordance with the
Privacy Act. Thank you for your time and cooperation in assisting the educational development of students at Victoria
University.
SECTION A: YOUR MOST RECENT DOMESTIC FLIGHT
1. Have you flown domestically in Australia within the past 6
months?
Yes No (Thank you, STOP)
If yes, how many times? ...........................
2. With which airline did you take your most recent domestic flight? (Please tick ONE only)
Full Service Airline Low Cost Airline
Qantas Jet Star
Virgin Australia Tiger
3. Why did you select that particular airline?
----------------good service , good timing----------------------
--------------------------------------------------------------------------------
4. Who were you travelling with?
Alone With friends
With your partner/family With a tour group
Other (specify) ................ ....................
5. What was the primary purpose of your most recent flight?
(Please, tick only ONE option here)
Business Visiting relatives and friends
Holiday/Leisure Conference
Education Other (Pls specify) ..................
6. With regard to your most recent flight, please rate your level of experience with each of the following attributes
(Please circle a number from 1 to 5)
1=Extremely low; 5=Extremely high
Indulged in the flight activities 1 2 3 4 5
Enjoyed this flight experience 1 2 3 4 5
Having exciting experience 1 2 3 4 5
Once-in-a-life experience 1 2 3 4 5
Unique experience 1 2 3 4 5
Different from previous flight experience 1 2 3 4 5
Experience something new of In-flight
entertainment facilities 1 2 3 4 5
Impression about the quality of service,
food and beverage 1 2 3 4 5
Impression about staff quality 1 2 3 4 5
Feeling attached to this airline 1 2 3 4 5
7. Please indicate your level of agreement with each of the following statements with regard to your most recent
flight

1=Strongly disagree; 5= Strongly agree
I have always had a good impression of this
airline 1 2 3 4 5
The ticket price of this airline was reasonable. 1 2 3 4 5
Considering the ticket price I paid for the flight,
I believe that the airline offered sufficient
services.
1 2 3 4 5
The service process was smooth and
comfortable
1 2 3 4 5
The check-in service was quick and easy 1 2 3 4 5
The boarding operation was efficient 1 2 3 4 5
The in-flight service satisfied my needs 1 2 3 4 5
The baggage service was reliable 1 2 3 4 5
The employees were courteous and helpful 1 2 3 4 5
The employees always took care of my needs 1 2 3 4 5
I have always had a positive attitude toward
this airline 1 2 3 4 5
I was satisfied with the punctuality of the airline 1 2 3 4 5
The flight schedule met my needs 1 2 3 4 5
I was satisfied with the frequent flyer program 1 2 3 4 5
Overall I was satisfied with this airline 1 2 3 4 5
8. Please indicate your level of agreement with each of the following statements with regard to your most recent flight
1=Strongly disagree; 5= Strongly agree
I will say positive things about this airline to
others. 1 2 3 4 5
I will strongly recommend this airline to others 1 2 3 4 5
I will consider using the airline myself again in
the future 1 2 3 4 5
I will consider this airline as my first choice for
my next travel
1 2 3 4 5