A STUDY ON CUSTOMER SATISFACTION TOWARDS AIRLINE Name of the Passenger Gender Age Educational qualification : : Male : 18-28 25-35

Female 34-45 Primary Post graduate Unmarried Employee Agriculturist 45-55 Above 55 High school Technical

No schooling Graduate

Marital status Occupational status

Married Student Professional Others (Specify)

Business Person

Annual income

below 10000

10000-50000

50000-10000

Above 100000

BEFORE BOARDING OF THE FLIGHT 1. How many times you have travel by air line 1time 1-10 times 10-25 times 25-50 times above 50

2. Do you travel by air line on which basis? Daily Weekly Monthly occasionally

3. Youre most preferred air line 1. NACIL 2. Paramount 3. Jet Airways 4. King Fisher 5. Deccan 6. Spice Jet 7. Indigo 8. GO air 9. Jet kilties 10. Gujarat Airways 4. Purpose of travel

Official

Business

education

Leisure travel

Medical

5. Which airline is providing best Frequent Flyer Programme? 11. NACIL 12. Paramount 13. Jet Airways 14. King Fisher 15. Deccan 16. Spice Jet 17. Indigo 18. GO air 19. Jet kilties 20. Gujarat Airways 6. How do you think about the ticket fare of the preferred Airline? Highly expensive Expensive Moderate Very cheep

7. What factories influenced you to preferred the airline Service Fare Route Advertisement Friends

8. Does your preferred airline cover all your travel routing? Highly Satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

9. If the preferred Airline is not available in service which are other airline would you preferred 1. NACIL 2. Paramount 3. Jet Airways 4. King Fisher 5. Deccan 6. Spice Jet 7. Indigo 8. GO air 9. Jet kilties

10. Gujarat Airways 10. The response of the Airline staffs to your quarries Highly Satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

11. Are you satisfied with the security check carried by the CSF? For frisking take long time less time reasonable time

12. Are you satisfied with the baggage screening? Yes No more checking required

13. Do you ever changed the travel date Yes No

14. If so how much percentage reduced 10% 20% 30%

15. Have you ever sent children as unaccompanied minor? Yes No

16. Weather the formalities were easy Yes No

17. The time taken for the check in procedure by your preferred airline? 10 minutes 20 minutes 30 minutes more than 30 minutes

AFTER BOARDING OF THE FLIGHT 18. How many classes are available in your preferred the flight 19. In which class you preferred to travel 1 class executive economy

20. How often you are getting request ticket? (Emergency) Very often Rarely

21. If so how much percentage reduced 25% 50%

22. In-flight safety measure of the passenger Official Medical Business Education Leisure travel

23. Are you satisfied with the on time performance of your preferred airline?

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly dissatisfied

24. Are you with the security services provided by the preferred airline? Highly Satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

25. Are you satisfied with the flight cabin crew communications during the flight travel? Highly Satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

26. Are you satisfied with the service provided by the cabin crew staffs during on your travel? Highly Satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

27. Are you satisfied with the food services provided by your preferred Airline? Highly Satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

28. Are you satisfied with the pet animals carriage by your preferred Airline? Highly Satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

29. Are you satisfied with the valuable cargo services provided by your preferred Airline? Highly Satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

30. Are you satisfied with the stretcher passenger services provided by your preferred airline? Highly Satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

31. While checks in at the counter do they take More time less time Reasonable time

32. Have you ever cancelled the ticket? Yes No

33. Are you satisfied with the unaccompanied minor service provided by your preferred airline? Highly Satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

34. Are you satisfied with the alternative arrangements provided by your preferred airline? Highly Satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

35. Are you satisfied with the disable/ wheel chair passengers services provided by your preferred Airline? Highly Satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

36. Are you satisfied with the baggage at the time of arrival? 1 Hour 2 hour More than 2 hour Less than these