University Airlines Services Survey Report on Customer Preferences

This report presents the findings of a survey conducted on airline services, focusing on customer preferences between Full Service Carriers (FSCs) and Low Cost Carriers (LCCs). The survey explores various aspects, including travel frequency, purpose of travel (official vs. holiday), flight preferences (d...Read More

Running head: MANAGEMENT PROBLEM
Management problem
Name of the student:
Name of the University:
Author note:

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Table of Contents
Airlines services survey questionnaire.......................................................................................2
Report.........................................................................................................................................7
Introduction................................................................................................................................7
Research purpose.......................................................................................................................7
Research design..........................................................................................................................7
Data collection...........................................................................................................................8
Data collection method:.............................................................................................................8
Population:.................................................................................................................................9
Sampling frame..........................................................................................................................9
Sampling technique....................................................................................................................9
Design of the questionnaire......................................................................................................10
References................................................................................................................................11

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Airlines services survey questionnaire
This section aims at gathering data data to address the management problem faced by the
airlines industry as a result of the competitive advantage of Low cost carriers (LCCs) over
Full service carriers (FSCs). Please read all the questions carefully and answer accordingly.
All the responses shall be kept confidential.
1. How frequent do you travel?
 Once a year
 Twice a year
 Every month
 Others (Please specify)
Response Percentage
Once a year 10%
Twice a year 20%
Every month 50%
Others 20%
According to the survey conducted on 100 customers who use airline services, 10% of the
travellers availed the airlines services one a year, 20% travelled twice a year, 50% travelled
every month whereas, 20% travelled more frequently (several times in a month).
2. What is the main purpose of your travel?

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 Official purpose
 Holiday purpose
Response Percentage
Official purpose 70%
Holiday purpose 30%
According to the survey conducted on 100 customers who use airline services, 70%
travelled for official purpose while 30% travelled for holiday purpose.
3. Which kind of flight do you avail frequently?
 Domestic
 International
Response Percentage
Domestic 73%
International 27%
According to the survey conducted on 100 customers who use airline services, 73% of the
customers avail domestic fights more often whereas 27% avail international flights more
often.
4. Are you aware about Full Service carriers (FSCs) and Low cost carriers (LCCs)?
 Yes
 No
Response Percentage
Yes 88%

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No 12%
According to the survey conducted on 100 customers who use airline services, 88% of the
respondents were aware about the concept of FSCs and LCCs while only 12 % of the
respondents were not aware of the concept of FSCs and LCCs.
5. Which airline service do you prefer to choose while travelling?
 Full service Carriers (FSCs)
 Low cost carriers (LCCs)
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Service preferred by customers Percentage
Fast service carriers (FSCs) 70%
Low cost carriers (LCCs) 30%
According to the survey conducted on 100 customers who use airline services more
frequently, 70% of the customers prefer Low cost carriers (LCCs) while only 30% of the
customers prefer Fast service carriers (FSCs). The major reason behind the choice has been
the lower cost of LCCs as compared to FSCs.
6. In case you prefer FSCs, kindly state the reason.
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
According to the survey conducted on 100 customers, a majority of the customers have stated
the reason behind choosing FSCs is the superior quality of service and the comforts provided
to the passengers. FSCs have superior customer relationship management and the customers

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of FSCs are better managed. The customer relationship management in FSCs aim at
providing superior travelling experience to the travellers that increases the customer
satisfaction.
7. In case you prefer LCCs, kindly state the reason.
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
According to the survey conducted on 100 customers, a majority of thecustomers have stated
the reason behind choosing LCCs have stated that they prefer LCCs due to the lower fares
and acceptable services.
8. Do you think brand image of an airlines company is related with the use of FSCs and
LCCs model? Please mention the reason behind your choice.
 Yes
 No
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Choice of the customers Percentage
Yes 60%
No 40%
According to the survey conducted on 100 customers, 60% of the customers have
agreed to the fact that the use of the FSCs and LCCs model affects the brand image of the
airlines company. The major reason observed behind this was the shift of the corporate
travellers from FSCs to LCCs in order to save their travelling expenses. The customers
mentioned that they prefer those airline that use Low cost carriers (LCCs) and offer them
lower fares.

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9. According to you, which of the following you believe has a better quality and why?
 Full service Carriers (FSCs)
 Low cost carriers (LCCs)
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Choice of the customers Percentage
Full service carriers (FSCs) 65%
Low cost carriers (LCCs) 35%
According to the survey conducted on 100 customers, 65% of the customers believe
that Full service carriers (FSCs) have a better quality than Low cost carriers (LCCs) whereas
35% customers believe that Low cost carriers (LCCs) have a better quality than Full service
carriers (FSCs). The customers who mentioned that Full service carriers (FSCs provide better
service stated that FSCs have three classes of administration—Economy, business and dirst
class. The ticket cost incorporates charges for luggage, dinners, drinks and so on, regardless
of whether they use them or not. FSCs normally offers travellers in flight amusement,
checked luggage, suppers, refreshments and solaces, for example, covers and pillows in the
ticket cost. The seats by and large have more lean back than an ease transporter and also more
extra space. However, the customers who believed that LCCs are of better quality mentioned
that LCCs provided them with adequate facilities and comfort at a cheaper price than FSCs.
10. Based upon your experience, which of the following service would you prefer in future?
 Full service carriers (FSCs)
 Low cost carriers (LCCs)
Choice of the customer Percentage
Full service carriers (FSCs) 45%

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Low cost carriers (LCCs) 55%
According to the survey conducted on 100 customers, 45% of them have mentioned
that they would prefer to use FSCs in future while 55% of the customers would like to use
LCCs while travelling in future.

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Report
Introduction:
This part of the report mentions the methodology used while designing the questionnaire. The
purpose and design of the questionnaire has been mentioned in this part along with the data
collection method, population and the sampling technique.
Research purpose:
As per Flick (2015), enquiries can be grouped as per their puposes and additionally the
exploration system which is utilized. Three classes of the enquiries are distinguished, yet
regularly one of them is utilized. It can either be exploratory investigation, where the
researcher is endeavoring to discover what is going on to look for new bits of knowledge, to
make inquiries and access marvels in another light (Neuman and Robson 2014). It is the best
when the researcher is questionable of which speculations are helpful and when it is hard to
decide vital qualities and relations. Descriptive investigation is utilized as a part of
enlightening examinations depicts exact profile of circumstance. Explanatory investigation
then again takes a gander at the connection between factors (Mackey and Gass 2015). A
circumstance is considered keeping in mind the end goal to clarify the connection between
the factors. In this specific research, descriptive examination is utilized since we do not know
of the appropriate responses, and explanatory examination will be utilized somewhat to
decide the connection between FSCs and LCCs and consumer satisfaction.
Research design:

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Subsequent to characterizing the examination purpose, the utilization of qualitative
research was considered to gather and break down information. Research system is a general
arrangement of how to answer the investigation questions. The most imperative thing is to
search for the methodology that is proper for the investigation questions. As per Taylor,
Bogdan and DeVault (2015), survey technique is a well known and basic methodology in
business investigation. It empowers substantial measure of information to be gathered from a
perfect populace and in an exceptionally sparing manner. Frequently, surveys are utilized and
information is institutionalized, it is effortlessly comprehended and simple to look at
(Brinkmann 2014). This technique tends to pick up a more profound comprehension for the
issues explored through various wellsprings of data, and additionally to have the capacity to
depict a general photo of the unwavering quality in which the issue is included.
Data collection:
A researcher can decide on gathering information from secondary sources or from
primary sources (Glesne 2015). Primary information is utilized for this particular
investigation. Due to the idea of this examination where the goal is to explore the advantages
and disadvantages of FSCs and LCCs and its impact on consumer loyalty, the specialist chose
to gather primary information by using questionnaires
Data collection method:
The management team designed a questionnaire in order to solve the management
issue pertaining to the utilization of FSCs and LCCs in airline industry. With the increase in
competition, LCCs had become more popular and had changed the preference of the
passengers from FSCs to LCCs. Therefore, the management provided questionnaires to be
filled up by the travellers in order to know their preferences and the reasons behind their
choice so that they can take the appropriate measures to solve their management issues.

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Population:
A population is the entire gathering that the exploration concentrates on. A populace
comprises of all components people, thing or articles whose attributes are being considered
Sample is the portion of the populace that is chosen for examination. In quantitative research,
the need to test is one that is perpetually experienced. Furthermore, sampling constitutes a
key stride in the exploration procedure in the investigation (Silverman 2016). The population
included the customers who avail the airline services.
Sampling frame:
The passengers who avail airline services and have availed both FSCs and LCCs
services made up the sampling frame for this investigation.
Sampling technique:
The sampling system utilized in this investigation is a non-probability method. In
such a circumstance, the likelihood of each case being chosen from the entire or aggregate
populace is not known and it is difficult to answer the investigation questions or to handle the
goals that require making of measurable investigations regarding the nature for the populace.
In this examination, a blend of convenience sampling and purposive testing are utilized
(Smith 2015). A convenience test is where the clients are chosen, as per the convenience of
the researcher. The analyst makes no endeavor, or just a constrained endeavor, to guarantee
that this specimen is a precise portrayal of some bigger gathering or populace. Convenience
examining was utilized as a part of this case in light of the fact that; the customers do not go
to the airport in any order. Anybody moves in whenever and since the analyst was just in the
airport at specific hours of the day, it was best to utilize convenience testing so as to get
maximum customers. Questionnaires were provided to the customers as per the convenience
testing in order to get the desired outcomes.

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Design of the questionnaire:
The survey was developed as a questionnaire survey with both open end questionnaires and
close end questionnaires. Numerous analysts contend that when directing a survey, oral
meetings is the best technique because of the high reaction rate and that the questioner has an
opportunity to clarify conceivable perplexities (Panneerselvam 2014). However, in this case
interview was not appropriate as most of the passengers are unwilling to have a conversation
with an unknown person. On the contrary, questionnaire method was most suitable as the
passengers waiting for their flights would be interested in reading and filling up a
questionnaire. The questionnaire was intended to have the capacity to answer the exploration
questions. The survey was led amid morning and evenings when it was accepted that the
reaction rate would be most astounding. To anticipate mistaken assumptions the researcher
educated the members about the reason for the overview.