Airline Customer Preference Questionnaire: FSCs and LCCs Analysis

This assignment presents a questionnaire designed to gather data on airline customer preferences, focusing on both Full Service Carriers (FSCs) and Low Cost Carriers (LCCs). The questionnaire explores various aspects of the customer experience, including factors influencing airline choice (such as on-time performance, comfort, and cost), brand image, and service quality. It assesses the importance of different attributes like flight attendant availability, meal quality, and overall satisfaction levels. Additionally, the questionnaire seeks feedback on the airline's brand image, the likelihood of recommending the airline, and suggestions for improvement and risk management. The data collected aims to provide insights into customer perceptions and inform potential areas for airline enhancement.

QUESTIONNAIRE
Questionnaire-Survey to identify for FSCs and LCCs Customers
 Participant’s Name* :
__________________________________________________________
 Last Flight on*: _________________________________________________
*Allowance to anonymous profiles if desired, check in to question 1.
1. Age
 18-26
 27-35
 36-45
 46-55
 56 exceeding
2. Sex Selection:
 Female
 Male
3. Select that briefs you best:
 Student
 Unemployed
 volunteer
 Employed
 Retired

QUESTIONNAIRE
4. Mention the time interval you avail flights?
 More than once in a week
 Once/more in Month
 Often annually
 Only Once in a year
 First time in aircraft
5. Which of these is Most Important for choosing an airline?
 On-Schedule Arrival
 Comfortable Environment
 Quality of flight-Service
 Service Cost
6. Is Brand Image detrimental of customer preference?
 Sure
 No
 Often
 Never
7. a) Which is most preferable out of the aircraft categories?
 Low Cost Carriers (LCCs)
 Full Service Carriers (FSCs)
 Both
b) If you choose the option, “Both”, brief on the Same.
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QUESTIONNAIRE
8. Please rate out of 10, how important each of the followings were to decide an airline:
Factors Most Essential Least
Important
 Arrival and Departure time Convenience
 flight-Ticket Cost
 Regular Passenger Benefits
 On-flight services (food, recreation & flight
personnel)
 Airport ground maintenance Quality
 Reference from Agents
9. Give brief reasons for selecting the previous options?
 Salary Scale
 Previous Experience
 Other’s Reference
 Concern Reputation
10. Please rate out of 10, about the Service Quality in reference to the mentioned
attributes in the following:
Facts Excellent
service Worst
Availability of flight attendants for the customers
Flight crew projection on flight
Communication with passengers from pilot during
journey

QUESTIONNAIRE
Meal Quality served during flight
Beverage quality served on flight
Entire service airlines provided
11. Please rate the Satisfaction-Level of your preference out of 10, with regard to the
aspects listed below:
Top- services Not at all
satisfactory
 Luggage Storage Spacing available for
customers
 Comfort in the seat arrangement and
availability
 Hygiene and maintenance provided on flight
to the customers
 Amount of Noise Level on the flight
 Arrival and departure timing witnessed in
airline
 On flight customer services provided from
the airlines
 Satisfaction level of the experiences, overall

QUESTIONNAIRE
12. Which attribute of Brand Image is most Important?
 Safety Measures
 Costly
 Affordable
 Updated
 Rate of reliability
13. Please state any negative or positive comments based on the experiences you have
had on choosing the airlines of the mentioned categories (FSC, LCC or Both).
Comment accordingly and honestly.
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14. Do or will you in future suggest this airline to your known ones interested in flights as
a passenger or a travel agent?
 Definitely, I will!
 Yes
 No
 No Never!
15. According to your understanding of situations, do you suggest to perform any
analysis or future research on the commodities of the airlines in accordance to the
betterment of situation? Please comment:
 Yes, I would suggest.
 No, not needed.

QUESTIONNAIRE
16. Please provide few suggestions for the any risk management that you feel is relative
to the airlines should input in their services. Please review.
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Thank You!