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Questionnaire on Customer Satisfaction Towards Indian Low Cost Air Carriers(LCCs)

I Parimala.k student of M.P.Birla Institute of Management, am conducting a survey for my research study on Customer Satisfaction towards Low Cost Indian Air Carriers . If you have travelled in any of the low cost domestic airlines , your feedback to this questionnaire would be helpful for me to analyze my research study. Also do forward it to your friends and collegues who could be prospective respondents for this research study

Age group:

18-30

31-45

45 and above

Sex

Male

Female

Education :

High school or less Undergraduate Post graduate

Attended some college Graduate

Occupation:

Student Housewife

Service Retired

Self employed

Annual Income range:

less than 2L

2L 5L

Above 5L

1. Which of the following Low cost Indian air Carriers have you travelled by? Air India Express GoAir Spicejet Kingfisher Red JetLite IndiGo JetConnect

Paramount airways If Others, Please specify _______________________

2.

What do you feel about the Ticket booking process for the Low cost domestic Indian air Carriers? Very Convenient Inconvenient Convenient Very inconvenient Neutral

3.

Do you think that these low cost Indian air carriers are really low in cost? Yes No Not Always

4. How do you rate the Handling of delays and cancellations of the LCCs in India? Excellent Good Average Poor Very poor

5.

How do you rate the On Time performance(punctuality w.r.t arrival and departure) of the flights provided by LCCs in India? Excellent Good Fair Poor Very poor

6. Do you think these LCCs offer convenient Flight Schedules? Strongly agree Disagree Agree Neither agree nor disagree

Strongly Disagree

7. How satisfied are you about the CHECK IN process for the Low cost domestic air carriers ? Highly satisfied Dissatisfied Satisfied Neither satisfied nor dissatisfied

Highly Dissatisfied

8.

What do you think about the BAGGAGE HANDLING process for the LCCs in India? Excellent Good Fair Poor Very poor

9. Rate your level of satisfaction from 1 to 5 for the INFLIGHT EXPERIENCE w.r.t following attributes in the LCCs. (5 - being the highest and 1 - being the least) 5 Seating arrangement 4 4 3 2 1

Leg Spacing

Cleanliness

Cabin Crew Services 4 Ambience Emergency passenger services 4

3 3

Medical facilities

10. Rate your level of Satisfaction w.r.t Customer Complaint Handling provided by Low cost air carriers in India. Highly Satisfied Dissatisfied Satisfied Neither Satisfied nor Dissatisfied

Highly Dissatisfied

11.

Are these LCCs offering Frequent Flier Benefits? Yes No

If Yes, what are the benefits offered by these Low cost airlines? Priority reservation Separate Checkin counter Free tickets after certain mileage Permission to stay in airport lounges Extra baggage allowance If others Please specify:

12.

Do you think these Low cost airlines offer Value for Money? Strongly agree Disagree Agree Neither agree nor Disagree

Strongly disagree

13.

Rate your level of satisfaction w.r.t Overall Flying Experience in the Low cost airlines. Highly Satisfied Dissatisfied Satisfied Neither Satisfied nor Dissatisfied

Highly dissatisfied

14.

Would you like to travel again in these Low cost airlines? Yes If No please state the reasons: No

15. Would you recommend others to travel in the Low Cost airlines? Definitely yes Probably No Probably yes Definitely No May or May not