Airline Customer Satisfaction Survey: Analysis of Consumer Behavior

This assignment focuses on analyzing a customer satisfaction survey conducted to evaluate consumer behavior towards full-service carriers (FSCs) and low-cost carriers (LCCs) in the airline industry. The survey aims to identify the key factors influencing customer satisfaction, including service quality, pricing, loyalty programs, and other relevant aspects. The survey includes questions about demographics, travel frequency, purpose of travel, airline preferences, and ratings of various service attributes. The analysis of the survey results provides insights into customer preferences, the impact of different factors on airline choice, and the overall satisfaction levels with both FSCs and LCCs. The survey also explores the impact of airline alliances on customer satisfaction, providing valuable insights for airline management and marketing strategies. The assignment seeks to understand the factors that influence the customer's decision-making process while selecting an airline for both short-haul and long-haul travel.

Running head: SURVEY QUESTIONNAIRE
Survey Questionnaire to Evaluate the Consumer Behavior for FSCs and LCCs
Name of the Student:
Name of the University:
Author note:

1SURVEY QUESTIONNAIRE
A survey on customer satisfaction of the Full Service Carriers (FSCs) and Low Cost
Carriers (LCCs)
Department of Infrastructure and Transport
Purpose
This survey is conducted to find out the consumer behavior towards using the services of FSCs
and LCCs in the context of airlines improving their services in the face of tough competition in
the market. The survey aims to find out the factors that influence the customer satisfaction while
using the services of FSCs and LCCs. Please be ensured that all the information will remain
confidential and will be used only for academic research purpose.
Please answer the following questions.
1. Please specify your gender
Male
Female
2. Please specify your age group
15-20
21-25
26-30
>30

2SURVEY QUESTIONNAIRE
3. How frequently do you travel by air within a year?
Once
Twice
Three times
More than three times
4. What is the purpose of your travel? (Select more than one option if applicable)
Business
Leisure holiday
Education
Family visits
Others
5. What type of airlines do you prefer to travel with?
Full service carriers
Low cost carriers
Both

3SURVEY QUESTIONNAIRE
6. Please mark the right choice regarding the airlines services that influences your attitude
towards satisfaction and loyalty for an airlines company.
Least
important
Somewhat
important
Neutral Important Most
important
Safety and reliability
Skills, knowledge and courtesy
Physical evidence of the
services delivered
Individual attention to the
customers
Prompt services
Quality of on-board services
Quality of food and beverages
served
Punctuality of on-air and
ground services
Flexibility of tickets
Extra costs –hidden or open
(Baggage fees, cost of
earphones, blanket and meals
on board, cost of rescheduling
etc.)
Ticket price
Loyalty programs and services
(Miles points, frequent flier

4SURVEY QUESTIONNAIRE
etc.)
Onboard entertainment
Flying schedules
Level of comfort within the
aircraft
Brand image
Review from friends and/or
relatives
7. Do you have any favorite airline for short-haul travel? If yes, please explain why.
8. Do you have any favorite airline for long-haul travel? If yes, please explain why.
9. If you want to return to an airline, what would be the reason? (Select more than one if
applicable)

5SURVEY QUESTIONNAIRE
Comfortable amenities
Good quality of service
Flight safety
Good quality of meals and beverages
Loyalty benefits
Airfare
Ticket flexibility
On-air entertainment service
Convenient flying time
Connecting services
10. Will you return to the same airline due to good quality of service provided, even if the
price is higher than the others?
Yes
No
11. Please rate your choices for the following questions that focus on customer satisfaction
regarding alliance airlines.
Strongly Disagree Neutral Agree Strongly

6SURVEY QUESTIONNAIRE
disagree agree
Alliance airlines provide better
services due to strong competition in
the market
Alliance airlines provides better
connectivity and punctuality
Alliance airlines provides better and
attractive deals on price and package
12. Is there any other factor that affects your choice while selecting any airline? Please
specify.