QUESTIONNAIRE

COMPARATIVE STUDY OF AIRLINE PASSENGER SERVICE DELIVERY IN NIGERIA

(MMIA).
Dear Respondent,
We are conducting an academic research on the above topic. Please find below a series of
questions to be answered by you. We assure you that whatever information is obtained, will be
used for academic/research purposes only. We will be extremely grateful for your kind
cooperation.
(PART-A) Tick ( ) all as it pertains to you in the boxes provided.
1. GENDER:

a. MALE ( )

b. FEMALE ( )

2. AGE:

a. Less than 20 years ( ) b. 20-29 years ( )

c. 30-39 years ( )
d. 40-49 years ( )
e. 50-59 years ( )
f. 60-69 years ( )
g. 70 years and above ( )

3. MARITAL STATUS:

a. SINGLE ( ) b. MARRIED ( )
c. DIVORCED/SEPARATED ( )
d. WIDOW ( ) e. WIDOWER ( )
f. LIVING WITH A

PARTNER ( )
4. EDUCATION LEVEL:

a. PRIMARY ( ) b. SECONDARY ( )
c. UNDERGRADUATE (
d. GRADUATE ( )
e. POSTGRADUATE DRGREE (
f. OTHERS SPECIFY ()

5. ARE YOU EMPLOYED:

a. YES ( )

6. REASON FOR TRAVEL:

a. BUSINESS ( )
b. HOLIDAY/LEISURE ( )
d. OTHERS SPECIFY ()

7. OCCUPATION:

a. CIVIL SERVANT ( )

b. NO ( )
c. MEDICAL ( )

b. SELF-EMPLOYED ( ) c. UNEMPLOYED ( )

d. STUDENT ( )
e. RETIRED ( )
f. PROFESSIONAL (
g. OTHERS SPECIFY ()
8. INCOME LEVEL (Naira):

a. LESS THAN 50,000 ( )

b. 51,000 - 100,000 ( )
c. 101,000 - 150,000 ( )
d. 151,000 - 200,000 ( )
e. 201,000 - 250,000 ( )
f. 251,000 - 300,000 ( )
g. 301,000 and above ( )

9. TRAVEL FEQUENCY PER YEAR:

10. CABIN CLASS:

)
)

a. 0-2 TIMES ( ) b. 3-5 TIMES ( ) c. MORE THAN 5 TIMES ( )

a. ECONOMY CLASS ( )b. BUSINESS CLASS ( ) c. FIRST CLASS ( )

11. RANK THE AIRLINES IN ORDER OF PREFRENCE OF CHOICE:

1=FIRST CHOICE, 2= SECOND CHOICE 3= THIRD CHOICE
ARIK
BRITISH AIRWAYS
EMIRATE

12. STATE THE REASON FOR YOUR RULING IN 11 ABOVE:

(PART B) Please tick ( ) the most important factor that you do consider when choosing an airline
to fly.
Tick(
)

s/n

Factors

1
2
3
4
5
6
7
8

SAFETY AND SECURITY

HELPFULNESS
CONVENIENCE
ON BOARD MEALS
COMFORT
TIMELINESS
ASSURANCE/PROMPTNESS
ON BOARD ENTERTAINMENT

(PART C)Please, write in your response or place as + as applied to you based on the below information;
5= Highly Satisfied, 4 = Satisfied, 3 = neutral, 2 = Dissatisfied, 1 = Highly Dissatisfied

SERVQUAL
Attribute
s
RELIABILI
TY
(the ability to
perform
the
desired
service
dependab
ly,
accuratel
y, and
consisten
tly)

S/N

Questions

1
2
3
4

On-time departure and arrival

Meet special needs of customers
Provide the service at the time promised
Overall Reliability

ASSURANC
E
(employees'
knowledg
e,
courtesy,
and
ability to
convey
trust and
confidenc

5
6

Sincerity and patience in resolving problems

Staffs have knowledge to answer questions

behavior of Staffs instill confidence in

customers
Overall Assurance

e)
TANGIBLE
S
( the physical
facilities,
equipmen
t,
appearan
ce of
personnel
)
EMPAHTY
(the provision
of caring,
individua
lized
attention
to
customer
s)
RESPONSI
VENESS
(the
willingne
ss to
provide
prompt
service
and help
customer
s)
SERVICE
VALUE
SATISFACT
ION

9
10
11
12

Appearance, attitude and uniform of

employees
Efficient baggage handling mechanism
Aircraft/In flight modern and clean facilities
Overall Tangibles

13
14

Give customers individual attention

Understand the specific needs of customers

15
16

Staffs give customers personal attention

Overall Empathy

17
18

Employee speed handling of

request/complaints
Capacity to respond to delayed flights

19
20

Willingness of employees to help passengers

Overall Responsiveness

21
22

Value for money paid

I feel satisfied with the airline overall service
quality
Promptness to service
Overall satisfaction

23
24