Questionnaire: Impact of Shifts on Airport Customer Service Agents

This assignment presents a closed-ended questionnaire designed to evaluate the impact of shift patterns on airport customer service agents, aiming to understand the consequences on the efficiency and accuracy of service delivery. The questionnaire includes a variety of question types, such as multiple choice and Likert scale questions, covering aspects like job roles, departmental assignments, shift patterns, services offered, work-life balance, job satisfaction, and the perceived impacts of shift work. The questions are designed to gather insights into the experiences of customer service agents, including their satisfaction with current shift arrangements, the perceived impact on work-life balance, the physical and mental demands of the job, and the effects of night shifts and leave rotations. The questionnaire also explores the perceived accuracy and performance standards across different shifts and the influence of salary packages on shift acceptance. The findings of this questionnaire could be used to improve the work environment of airport customer service agents.

Running Head: RESEARCH QUESTIONNAIRES
Research Questionnaires
Name of the Student
Name of the University
Author Note

1RESEARCH QUESTIONNAIRES
The Questionnaire will be close ended.
1. What is your Job role?
a. Manager
b. Customers service Agent
c. The President
d. Ground Staff
e. Cabin Crew
f. Pilot
2. What department do you work in?
a. Accounting
b. Administrative
c. Marketing
d. Human Resource
e. Customer service
f. IT/Engineering
3. Your Shift pattern in the airport?
a. Altering shift pattern
b. Long hours
c. leave rotation
d. flexible working hours
4. What are the services offered to the customers by the customer service department?
a. providing information and assistance to the flying people

2RESEARCH QUESTIONNAIRES
b. helping with the information reading the flight reservations /itinerary changes,
baggage concerns.
c. Assisting with check-in, ticket related issues and travel problems
d. Upgrading seats, checking the boarding passes and reissue tickets
e. All of the above
5. The work shift patters are highly satisfactory.
a. Strongly agree
b. Disagree
c. Agree
d. Strongly agree
e. Neutral
6. The organization is dedicated towards the work-life and health balance of the agents.
a. Strongly Disagree
b. Disagree
c. Neutral
d. Agree
e. Strongly Agree
7. The customer service duties at the airport are highly strenuous.
a. Strongly Disagree
b. Disagree
c. Neutral
d. Agree
e. Strongly Agree

3RESEARCH QUESTIONNAIRES
8. The leave rotation is advantageous for the customer service agents and other executives
in the airport.
a. Strongly Disagree
b. Disagree
c. Neutral
d. Agree
e. Strongly Agree
9. The customer service agents get free time after the shift hours.
a. Strongly Disagree
b. Disagree
c. Neutral
d. Agree
e. Strongly Agree
10. The night shift is better than the day shift.
a. Strongly Disagree
b. Disagree
c. Neutral
d. Agree
e. Strongly Agree
11. The health benefits of the rotational shifts are high.
a. Strongly Disagree
b. Disagree
c. Neutral

4RESEARCH QUESTIONNAIRES
d. Agree
e. Strongly Agree
12. The accuracy and tenacity of the 24x5 working agents are persistently high.
a. Strongly Disagree
b. Disagree
c. Neutral
d. Agree
e. Strongly Agree
13. The negative impacts of the staff shift patterns are:
a. Standard of the service delivered is breached
b. The agents suffer from chronic headache and fatigue
c. The employee outrage is initiated
d. The customer dissatisfaction is initiated
e. Reduced performance on job
f. All of the above
14. The salary packages of the night –shift agents are high.
a. Strongly Disagree
b. Disagree
c. Not known
d. Agree
e. Strongly Agree
15. The high –salary package is driver of accepting shift –restrictions.
a. Strongly Disagree

5RESEARCH QUESTIONNAIRES
b. Disagree
c. Not known
d. Agree
e. Strongly Agree
16. The performance standard and accuracy level of the check-in officers in early morning
shifts/ late evening hours are similar to the day shift officers?
a. Yes
b. No
c. Up to some extent
d. Absolutely not
e. below standard
17. The early morning shift/late evening check-in officers are absolutely fine with their
shifts?
a. Yes
b. No
c. Up to some extent
d. Absolutely not
e. below standard

6RESEARCH QUESTIONNAIRES