A Sample Thesis Questionnaire on Customer Complaint Behaviour in Cathay Pacific Airlines
CCB SURVEY FORM
Questionnaire on Customer Complaint Behaviour in Cathay Pacific Airlines
Dear respondent,
Good day!
I am a university student currently constructing a dissertation as part of my university requirements. I am conducting a survey about Consumer Complaint Behaviour in Cathay Pacific Airlines. I am hoping that you could spare me some of your precious time to complete this survey form. Be assured that all information appearing herein will be kept strictly confidential and be used for academic purpose only. Your data will be used in this study only and will be prudently destroyed after use.
Thank you so much!
INSTRUCTION: Please kindly mark the number corresponding to your answer.
PART I: Which of the following pre-board service attributes would you complain about when you are dissatisfied?
|
SERVICE |
Extremely Likely (5) |
Most Likely (4) |
Likely (3) |
Unlikely (2) |
Never (1) |
|
1. Ticket Reservation/Purchase |
|
|
|
|
|
|
2. Security Check |
|
|
|
|
|
|
3. Jetway Waiting Length |
|
|
|
|
|
|
4. Boarding Information |
|
|
|
|
|
|
5. Pre-boarding Assistance |
|
|
|
|
|
PART II: Which of the following on-board service attributes would you complain about when you are dissatisfied?
|
SERVICE |
Extremely Likely (5) |
Most Likely (4) |
Likely (3) |
Unlikely (2) |
Never (1) |
|
1. Crew courtesy |
|
|
|
|
|
|
2. Crew service efficiency |
|
|
|
|
|
|
3. Crew attentiveness |
|
|
|
|
|
|
4. Crew friendliness |
|
|
|
|
|
|
5. Complaint Handling |
|
|
|
|
|
PART III: Which of the following post-board service attributes would you complain about when you are dissatisfied?
|
SERVICE |
Extremely Likely (5) |
Most Likely (4) |
Likely (3) |
Unlikely (2) |
Never (1) |
|
1. Unboarding Time Length |
|
|
|
|
|
|
2. Post-boarding mechanical problems |
|
|
|
|
|
|
3. Post-boarding check |
|
|
|
|
|
|
4. Luggage retrieval |
|
|
|
|
|
|
5. Post-boarding assistance |
|
|
|
|
|
PART IV: CUSTOMER COMPLAINT INTENTIONS
In general, which of the following complaint actions would you take when you feel dissatisfied with the airline service?
|
ACTION |
Extremely Likely (5) |
Most Likely (4) |
Likely (3) |
Unlikely (2) |
Never (1) |
|
1. Take no action |
|
|
|
|
|
|
2. Urge family/friends not to patronize airline |
|
|
|
|
|
|
3. Would not personally fly in this airline again |
|
|
|
|
|
|
4. Bad mouth the airline |
|
|
|
|
|
|
5. Seek replacement for service you are dissatisfied with |
|
|
|
|
|
|
6. Complain to the airline management |
|
|
|
|
|
|
7. Divert complaint to the media |
|
|
|
|
|
|
8. Complain to Consumer Council |
|
|
|
|
|
|
9. Seek legal advice |
|
|
|
|
|
PART V: PERSONAL INFORMATION
Gender
a) Male
b) Female
Age
a) 24-below
b) 25-34
c) 35-44
d) 45-54
e) 55 or above
Educational Level
a) Primary
b) Secondary
c) College/Technical College
d) University or above
Occupation
a) Education
b) Business
c) Government/Community Service
d) Self-Employed
e) Other (please specify) _________________
Monthly Income in HK$
a) 10,000 or below
b) 10,000-14,999
c) 15,000-19,999
d) 20,000-24,999
e) 25,000-29,999
f) 30,000-34,999
g) 35,000-39,999
h) 40,000 or above
Ethnicity
a) Asian
b) American
c) European
d) Australian
e) African
f) Other (please specify) __________________
~~ This is the end of the questionnaire~~
~~Thank you so much for your valuable time~~
