INDIAN INSTITUTE OF MANAGEMENT

ROHTAK
MARKETING RESEARCH REPORT ON JET AIRWAYS ‘DECLINING MARKET
SHARE

Business Research Methods| 4 March,2019

Group 04
Aakash PGP09063
Hem Bansal PGP09081
Nakul Pathak PGP09101
Tanya Jain PGP09118
Tasya Katiyar PGP09121
Vartika Jaiswal PGP09122

Table of Contents
LETTER OF TRANSMITTAL ................................................................................................... 2
EXECUTIVE SUMMARY ......................................................................................................... 3
1. PROBLEM .........................................................................................................................4
1.1. Background to the problem ......................................................................................4
1.2. Statement of the problem .........................................................................................4
2. APPROACH .................................................................. Error! Bookmark not defined.
3. RESEARCH DESIGN ....................................................................................................... 5
3.1. Type of research design ........................................................................................... 5
4. SCALING TECHNIQUES; QUESTIONNAIRE DEVELOPMENT AND PRETESTING
6
5. SAMPLING PLAN ............................................................................................................. 7
6. DATA ANALYSIS .............................................................................................................. 7
6.1. Data analysis plan ..................................................................................................... 7
8.2 Analysis and Hypothesis testing .............................................................................8
7. RESULTS (WITH LINKS TO RESEARCH OBJECTIVES) ....... Error! Bookmark not
defined.
8. LIMITATIONS AND APPLICABILITY OF THE RESEARCH ...................................... 10
9. CONCLUSIONS AND RECOMMENDATIONS ............................................................. 11
10. APPENDICES (NO WORD LIMIT) .............................................................................12
10.1. Summary of exploratory research (fgds & depth interviews) ............................12
10.2. Questionnaire ...................................................................................................... 18
10.3. Data sheet ............................................................................................................ 25
10.4. Statistical output sheets ...................................................................................... 25

PAGE 1
 LETTER OF TRANSMITTAL

03-March-2019
Prof. Prantosh J. Banerjee
Faculty of Business Research Methods
Indian Institute of Management, Rohtak

Dear Sir,
We are writing to you the following business research report on Jet Airways according to
instructions provided by you.
After doing exploratory research and conclusive research on air travelers, we have been
quite successful in collecting information about air travelers. A survey among the
consumers also helped us understand the consumer behavior and preferences. The
following report is the result of our findings and efforts.
We appreciate this opportunity to work under you.

Sincerely,
Aakash- PGP09063
Hem Bansal- PGP09081
Nakul Pathak- PGP09101
Tanya Jain- PGP09118
Tasya Katiyar- PGP09121
Vartika Jaiswal- PGP09122
Group-4, Section-B
Indian Institute of Management, Rohtak

PAGE 2
EXECUTIVE SUMMARY

PAGE 3
1. PROBLEM
1.1. BACKGROUND TO THE PROBLEM
Jet Airways is a major Indian international airline based in Mumbai. It is India’s
second largest airline and has about 12.7% (November 2018) of the domestic
market share. It currently serves 57 destinations, including 37 domestic and 20
international destinations in 15 countries. It offers three classes of service: First,
Premiere and Economy. It also offers on demand programming for
entertainment, known as Jet screen. Jet Privilege is the airline’s Frequent flyer
program offering benefits such as priority check-in, extra baggage allowance,
priority baggage handling, lounge services etc.
India has become the third largest domestic aviation market in the world and is
expected to overtake UK to become the third largest air passenger* market by
2024
India’s passenger* traffic grew at 16.52 per cent year on year to reach 308.75
million in FY18. It grew at a CAGR of 12.72 per cent during FY06-FY18.While the
domestic passenger traffic grew YoY by 18.28 per cent to reach 243 million in
FY18 and is expected to become 293.28 million in FY20E. International
passenger grew YoY by 10.43 per cent to reach 65.48 million in FY18 and traffic
is expected to become 76 million in FY20E.
Amongst such industry trends Jet Airways had a revenue of INR 252 billion in FY
2017-2018. Despite such numbers it has shown a slow growth of domestic
passengers (as compared to a year-ago period) and reported a loss of nearly
INR -6.3 billion in the same year, as the airline saw its revenue decline and costs
increase significantly during the quarter. The airline’s loss has resulted in a
negative net worth. This poses a challenge for Jet Airways in a country like India
which is well placed to achieve its vision of becoming the third-largest aviation
market by 2025.
.

1.2. STATEMENT OF THE PROBLEM

The research presented here addresses the problem of how to increase
profitability and market share of Jet airways in Indian market.

PAGE 4
2. RESEARCH DESIGN
2.1. Type of research design

The initial step towards identifying factors contributing to consumer decision

making process we opted for exploratory research. The various methods of
qualitative data collection included formal in-depth interviews and focus group
discussions to gain familiarity and insights into the problem.
There were two focus group discussions conducted in groups of 6 students and
personal interview with participants of different educational background. The
details of the participants are:
Group 1:
Age group- The group consisted of six respondents with one female and 5 male
members. The participants belonged to the age group of 22,23(2),24,25 and 26
years.

Geographic location-The participants belonged to northern and eastern part of

India, covering Uttarakhand, Patiala, Ludhiana, Delhi and Bihar.

Basis of selection-The respondents were selected on basis of convenience of

the team. In this case the respondents were students of 1st year PGP, IIM
Rohtak.

Group 2:
Age group- The group consisted of six respondents with four female and 2 male
members. The participants belonged to the age group of 23,24(2),25,26 and 27
years.

Geographic location-The participants belonged to western and northern part of

India, covering Delhi, Mumbai, Bihar, Chandigarh and Patiala.

Basis of selection-The respondents were selected on basis of convenience of

the team. In this case the respondents were students of 1st year PGP, IIM
Rohtak.

PAGE 5
Depth Interview
The depth interview was conducted of a 24-year-old, Btech graduate who
traveled more frequently while she was an employee. The interviewee is studying
in 1st year PGP of IIM Rohtak and has a work experience of 25 years.
The exploratory research indicated towards the following information:
The airline industry is characterized by rapid change, innovation and new
technology. Due to these advances in technology over the years, air travel has
become economical, quick and relatively safe and comfortable. Therefore, more
and more people are now able to afford traveling by air suggesting that price is
not the only factor, especially for business travelers. If the price is reasonable
other factors affecting participants decision are:

 On time performance
 Availability
 Pricing
 Baggage allowance
 Food
 In- flight service
 Check in procedure (boarding reminder)
 Mode of booking
After variable identification in exploratory research stage, conclusive research
was carried out to test the validity of hypothesis formed after collecting data
through a structured questionnaire with no open-ended questions. The
questionnaire was refined, keeping in mind the scales to adhere to the
requirements of SPSS software for analysis. It was self-administered by the
respondents. The questionnaire is annexed in the appendices of the report.

3. SCALING TECHNIQUES; QUESTIONNAIRE

DEVELOPMENT AND PRETESTING

Non-comparative scale is used for measurement, consisting of Likert, Semantic

and Differential scales. All the objects are independent of the stimulus of act. The
primary scale of measurement used are: Nominal, Ordinal and Interval. The
summary of variables and their scales of measurement is mentioned in exhibit

PAGE 6
4. SAMPLING PLAN
Sampling process and sampling size
− Target population: Adults in the age group 20 and 32 years of age,
traveling via Jet Airways (element) having different occupations in the
institute of IIM Rohtak(extent) and use internet regularly (sampling unit).

− Sampling frame: Computer program for generating random email ids

− Sampling technique: Simple Random sampling. The target population was

geographically stratified into regions: west, east, north, central, and south.

− Sample size: Data was collected from 43 respondents, most of them

studying in the institute (IIM Rohtak).

− Execution: Allocate the sample among strata; use computerized random

email shortlisting; list if the qualifications are met.

5. DATA ANALYSIS
5.1. Data analysis plan
 Questionnaire checking: The responses were checked to identify the
inconsistencies in the responses. The questionnaire had hidden checks to
generate error free responses. For instance, the income range was
decided based on average Indian income.
 Coding: For questions with yes and no as answer a code of 1 was
assigned to yes and 0 to no. For Likert scale 1 is the highest rating and 7
is the lowest rating.
 Transcribing: The questionnaire was floated electronically through google
form. This eased the data collection process directly into MS-Excel. The
data was coded into quantitative terms for some qualitative responses.
 Data cleaning: The electronic questionnaire’s responses were made
compulsory without which it was not accepted. This reduced the chances

PAGE 7
 of non-response. Responses were verified by the team to remove the
incorrect or hoax responses and reduce the outliers.
 Data analysis technique: For testing the hypothesis the following tests
have been used: chi square test, independent t test, and One-way
ANOVA.The report also tries to identify the correlation between variables
and tries to predict the numeric relationship between some variables.

5.2 Analysis and Hypothesis testing

The research work is based on Hypothesis testing and contains the following
tests for analysis:
Cross Tabulation with Chi square
1. Gender vs frequency of flying
H0: Gender has no relation with recoded frequency of flying
Ha: Recoded disposable income has relation with recoded frequency of flying

2. Location of residence vs frequency of flying

H0: Location of residence has no relation with frequency of flying
Ha: Location of residence has a relation with frequency of flying

3. Education vs frequency of flying

H0: Educational background has no relation with recoded frequency of flying
Ha: : Educational background a relation with recoded frequency of flying
Analysis: Education and frequency of flying are related.

4. Travel time duration vs Airline preference

H0: Travel time has no relation with Airline preference
Ha: Travel time has a relation with Airline preference

5. Willingness to pay vs Airline preference

H0: Willingness to pay has no relation with airline preference
Ha: Willingness to pay has a relation with airline preference

6. Income vs Airline preference

PAGE 8
 H0: Airline has no relation with disposable income
Ha: Airline has a relation with disposable income

Analysis: Income is also related to airline preference.

Note: All other tests for null hypothesis do not suggest any relation between
those variables.

Co-relation Tests
1. Age
2. Loyalty
3. Satisfaction level of Jet Airways
4. Price of Air ticket
5. Mode of transportation

Analysis:
Price of ticket is highly co related to level of satisfaction and loyalty. Loyalty is
slightly corelated with the choice of brand.Other factors are unaffected by each
other.
T-Tests

1. Grouping variable: Age

2. Test variables: Quality of service, connectivity, value for money, ticket
cancellation, travel safety
Analysis:
Travel safety is slightly dependent on age. All other variables are independent of
age.

Annova
1. Dependent variables: Punctuality, check-in,boarding services, luggage
arrival services, customer care of Jet Airways.
2. Independent variable: region
Analysis:
Punctuality is dependent upon region. Rest of the factors are independent of
each other.

PAGE 9
Regression

1. Dependent variables: Punctuality, check-in, boarding services, luggage

arrival services, customer care of Jet Airways.
Independent variable: Choice of Jet as a carrier

2. Dependent variables: Punctuality, check-in, boarding services, luggage

arrival services, customer care of Jet Airways
Independent variables: food service, luggage services, entertainment,
leg space, cabin crew

Note: The SPSS analysis file of tests is attached along with the excel and google
form.

6. LIMITATIONS AND APPLICABILITY OF THE

RESEARCH
The limitations of the research are as follows:
 The qualitative research process was carried with respondents studying at IIM
Rohtak & belonging to the age group of 20 to 30 years only. Further, majority
of the respondents belonged to the northern & central part of India. The
response might have varied if the respondents had been representative of all
age group & belonging to different areas of the country
 The no. of respondents to the questionnaire belonging to offline mode of
booking was just 4 (out of total 47 responses), the analysis might have been
different if the same had enough no. of responses from the offline group
 The no. of responses to the questionnaire were just 43, which is very low in
case the company wants to develop a new product or modify its product.
Hence, the decisions made based on such research would have a low
success rate
 The sampling process carried out was convenience sampling. If proper
sampling process would have been followed, then the results might have
been different
 The timings of the research were just 2 months. For a national level market
research, time & monetary resources required are very high
 The responses were self-administered. Hence there are chances of
unwillingness error & the responses filled were not correct. The responses
were verified for inconsistencies but still there are chances of incorrect
responses affecting the data.

PAGE 10
7. CONCLUSIONS AND RECOMMENDATIONS

India is the world’s third largest domestic civil aviation market and seventh
largest civil aviation market. By 2024^, India’s overall aviation market is expected
to become the third largest globally.
The demand as measured by Revenue Passenger Kilometers, stands at
88,270.7 million kms.

According to the results of the survey, multiple factors apart from price impact the
decision made by the consumer, such as standard of products and services,
airfares and flight schedules, baggage allowance, queues, wait for baggage, food
and hospitality, frequent flyer programs and cancellation/refund policies. Thus,
the major strategies of Jet Airways should aim towards improved customer
experience and targeted marketing by prioritizing marketing efforts towards
marketing.
Recommendations are based on price, place, product and promotion as follows:

-Education level and family income

Higher level of education is related to higher frequency of flying. People can be
provided with special student discounts and customized flyer programs as per
their income and education-based marketing targeting can be implemented.

-Price and overall satisfaction

Increase in price increases the overall satisfaction suggesting that with higher
prices paid the services offered are better thus increasing the overall satisfaction
of the customer.
Loyal customers should be pitched more expensive services such as extra leg
space and exquisite food menu.

-Loyal customers are better marketeers of Jet airways as they prefer the airline
over any other. The path analysis can lead to identification of geographic regions
where maximum loyal customers reside. In such areas more hubs can be
created to increase the number of customers and improve connectivity.

-Safety concerns are a major issue for the people belonging to higher age
groups. In such a scenario Jet can let the customers know the average age of its
fleet. It has the youngest fleet of airplanes in India.

-Punctuality and Region are dependent, indicating that higher the number of
flights on time , the better will be the performance .thus attracting more
customers. Schedules must be flexible enough.

PAGE 11
8. APPENDICES (NO WORD LIMIT)

8.1. SUMMARY OF VARIABLES(Conclusive Research) and

Exploratory research

Number of passengers
(mn)
30
25 24.4 25.1
23.4
20 19.4
17.3 16.8 17.2
15 14.6
12
10
5
0
2010 2011 2012 2013 2014 2015 2016 2017 2018

Exhibit1.

Question Variable Description Range of Scale Type Codes

no. no. Code
Values
1 1 Age Ratio scale
2 2 Gender 1-3 Nominal 1- Male
2- Female
3- Prefer not to say

PAGE 12
3 3 part of country you 1-6 Nominal 1- Eastern India
belong (Bihar,
Jharkhand,
Odisha & West
Bengal)
2- Western India
(Goa, Gujrat &
Maharastra)
3- Northern India
(Delhi, Haryana,
Punjab,
Rajasthan,
Himanchal &
J&k)
4- Southern India
(Andhra Pradesh,
Karnataka,
Kerala, Tamil
Nadu &
Telangana)
5- Central India
(Chattisgarh, MP,
Uttarakhand &
UP)
6- North-East India
( Sikkim & seven
sisters)
4 4 Maximum education 1-5 Ordinal 1- Upto 12th or HSC
level Equivalent
2- Graduation
3- Post graduation
4- Professional
5- Doctoral
5 5 Annual family income 1-6 Ordinal 1- Below Rs.
3,00,000
2- Rs. 3,00,000 to
Rs. 5,00,000
3- Rs. 5,00,001 to Rs.
8,00,000
4- Rs. 8,00,001 to Rs.
10,00,000
5- Rs. 10,00,001 to
Rs. 25,00,000
6- Above Rs.
25,00,000

PAGE 13
6 6 air travel over any other Interval 1- Definitely no
transportation 2- No
3- Don’t know
4- Yes
5- Definitely yes
7 7 Frequency of travelling 1-5 Ordinal 1- Less than 5
2- 5 to 10
3- 11 to 15
4- 16 to 20
5- More than 20
8 8 Preference of Air Ordinal 1- First Rank
carrier: (Ranking) 2- Second Rank
Vistara 3- Third Rank
4- Fourth Rank
5- Fifth Rank
6- Sixth Rank
7- Seventh Rank
8 9 Preference of Air Ordinal 1- First Rank
carrier: (Ranking) 2- Second Rank
Jet Airways 3- Third Rank
4- Fourth Rank
5- Fifth Rank
6- Sixth Rank
7- Seventh Rank
8 10 Preference of Air Ordinal 1- First Rank
carrier: (Ranking) 2- Second Rank
Air India 3- Third Rank
4- Fourth Rank
5- Fifth Rank
6- Sixth Rank
7- Seventh Rank
8 11 Preference of Air Ordinal 1- First Rank
carrier: (Ranking) 2- Second Rank
Spice Jet 3- Third Rank
4- Fourth Rank
5- Fifth Rank
6- Sixth Rank
7- Seventh Rank
8 12 Preference of Air Ordinal 1- First Rank
carrier: (Ranking) 2- Second Rank
Indigo 3- Third Rank
4- Fourth Rank
5- Fifth Rank
6- Sixth Rank
7- Seventh Rank

PAGE 14
8 13 Preference of Air Ordinal 1- First Rank
carrier: (Ranking) 2- Second Rank
Go Air 3- Third Rank
4- Fourth Rank
5- Fifth Rank
6- Sixth Rank
7- Seventh Rank
8 14 Preference of Air Ordinal 1- First Rank
carrier: (Ranking) 2- Second Rank
Aircosta 3- Third Rank
4- Fourth Rank
5- Fifth Rank
6- Sixth Rank
7- Seventh Rank
9 15 Mode of booking air Nominal 1- Online
ticket 2- Offline
10 16 price of air ticket affect 1-5 Interval 1- Very important
your travel 5-Not important
11 17 travel time duration Nominal 1- Yes
affect your choice of 2- No
carrier
12 18 Will you pay premium Nominal 1- Yes
for direct flight over 2- No
layover flight
13 19 How much premium 1-6 Ordinal 1- 5% of ticket price
price for a direct flight 2- 5-9% of ticket
over layover flight price
3- 10-14% of ticket
price
4- 15-20% of ticket
price
5- 20% of ticket
price or above
6- None of the
above
14 20 In-flight services in 1-5 Ordinal 1- Highest
choosing a flight 5- Lowest
carrier:
Food
14 21 In-flight services in 1-5 Ordinal 1- Highest
choosing a flight 5- Lowest
carrier:
Luggage space
14 22 In-flight services in 1-5 Ordinal 1- Highest
choosing a flight 5- Lowest
carrier:

PAGE 15
 Entertainment
14 23 In-flight services in 1-5 Ordinal 1- Highest
choosing a flight 5- Lowest
carrier:
Leg space
14 24 In-flight services in 1-5 Ordinal 1- Highest
choosing a flight 5- Lowest
carrier:
Cabin crew services
15 25 willing to pay extra 5% Nominal 1- Yes
for travel insurance 2- No
16 26 airport services in 1-5 Ordinal 1- Highest
choosing a flight 5- Lowest
carrier:
Punctuality
16 26 airport services in 1-5 Ordinal 1- Highest
choosing a flight 5- Lowest
carrier:
Check-in
16 26 airport services in 1-5 Ordinal 1- Highest
choosing a flight 5- Lowest
carrier:
Boarding Services
16 26 airport services in 1-5 Ordinal 1- Highest
choosing a flight 5- Lowest
carrier:
Luggage arrival time
16 26 airport services in 1-5 Ordinal 1- Highest
choosing a flight 5- Lowest
carrier:
Customer care/cabin
crew service
17 27 Preference of 1-7 Ordinal 1- Most important
importance in choosing 7- Least important
your flight services:
Service and Quality
17 28 Preference of 1-7 Ordinal 1- Most important
importance in choosing 7- Least important
your flight services:
Connectivity
17 29 Preference of 1-7 Ordinal 1- Most important
importance in choosing 7- Least important
your flight services:
Value for Money

PAGE 16
17 30 Preference of 1-7 Ordinal 1- Most important
importance in choosing 7- Least important
your flight services:
Ticket cancellation
policy
17 31 Preference of 1-7 Ordinal 1- Most important
importance in choosing 7- Least important
your flight services:
Travel Safety
18 32 Travelled by Jet Nominal 1- Yes
Airways? 2- No
19 33 In-flight services in 1-5 Ordinal 1- Lowest
choosing Jet Airways: 5- Highest
Food
19 34 In-flight services in 1-5 Ordinal 1- Lowest
choosing Jet Airways: 5- Highest
Luggage space
19 35 In-flight services in 1-5 Ordinal 1- Lowest
choosing Jet Airways: 5- Highest
Entertainment
19 36 In-flight services in 1-5 Ordinal 1- Lowest
choosing Jet Airways: 5- Highest
Leg space
19 37 In-flight services in 1-5 Ordinal 1- Lowest
choosing Jet Airways: 5- Highest
Cabin crew service
20 38 Enrolment for Jet 1-2 Nominal 1- Yes
Airways reward 2- No
program at a nominal
fee that offers discount
21 39 Airport services in 1-7 Ordinal 1- Poor
choosing Jet Airways: 7- Excellent
Punctuality
21 40 Airport services in 1-7 Ordinal 1- Poor
choosing Jet Airways: 7-Excellent
Check-in
21 41 Airport services in 1-7 Ordinal 1- Poor
choosing Jet Airways: 7-Excellent
Boarding services
21 42 Airport services in 1-7 Ordinal 1- Poor
choosing Jet Airways: 7-Excellent
Luggage arrival time
21 43 Airport services in 1-7 Ordinal 1- Poor
choosing Jet Airways: 7-Excellent
Customer care/cabin
crew

PAGE 17
22 44 Overall satisfaction 1-5 Ordinal 1- Very Satisfactory
level with Jet Airways 5- Very
Dissatisfactory
23 45 Jet Airways: Service and 1-7 Ordinal 1- Poor
Quality 7-Excellent
23 46 Jet Airways: 1-7 Ordinal 1- Poor
Connectivity 7-Excellent
23 47 Jet Airways: Value for 1-7 Ordinal 1- Poor
money 7-Excellent
23 48 Jet Airways: Ticket 1-7 Ordinal 1- Poor
Cancellation Policy 7-Excellent
23 49 Jet Airways: Travel Safe 1-7 Ordinal 1- Poor
7-Excellent
24 50 Loyal to Jet Airways 1-5 Ordinal 1- Least
2- Most
25 51 Rate: Introducing new Ordinal 1- Strongly Agree
brands to friends and 2- Agree
family 3- Neutral
4- Disagree
5- Strongly Disagree
25 52 Rate: Helping by Ordinal 1- Strongly Agree
providing info 2- Agree
3- Neutral
4- Disagree
5- Strongly Disagree
25 53 Rate: Me as good Ordinal 1- Strongly Agree
source of info 2- Agree
3- Neutral
4- Disagree
5- Strongly Disagree
25 54 Rate: Try new service Ordinal 1- Strongly Agree
before others 2- Agree
3- Neutral
4- Disagree
5- Strongly Disagree
25 55 Rate: Switch to other Ordinal 1- Strongly Agree
frequently 2- Agree
3- Neutral
4- Disagree
5- Strongly Disagree

8.2. Questionnaire

PAGE 18
GROUP DISCUSSION QUESTIONS
1. What factors do you consider while booking an airline ticket?

 On time performance
 Availability
 Pricing
 Baggage allowance
 Food
 Inflight service
 Check in procedure (boarding reminder)
 Mode of booking
2. How much weight do you assign to brand value, ambassador?
3. Which would you prefer, full-fledged airline vs low cost airline given that all
factors remain same except the price?
4. How much does the hospitality while travelling matters?
5. If you are traveling for more than 4 hours in a flight which airline would you
prefer?
6. What is your first impression of Jet airways?
7. What are your suggestions which should be included during air travel?
8. What is your take on internet availability while travelling?
9. How beneficial do you think are the frequent flyer programs?
10. Would you prefer layover or direct flight for longer distance travel?
11. Do you rely on your friends and family member's suggestion for flight
preferences?

QUESTIONNAIRE

Survey on Jet Airways

* Required

1. Name *

PAGE 19
2. Age *

3. Gender * Mark only one oval.

Female
Male
Prefer not to say

4. What part of country do you belong to? *

Mark only one oval.

Eastern India (Bihar, Jharkhand, Odisha & West Bengal)

Western India (Goa, Gujrat & Maharastra)
Northern India (Delhi, Haryana, Punjab, Rajasthan, Himanchal & J&k)
Southern India (Andhra Pradesh, Karnataka, Kerala, Tamil Nadu &
Telangana)
Central India (Chattisgarh, MP, Uttarakhand & UP)
North-East India ( Sikkim & seven sisters)

5. What is your maximum education level? *

Mark only one oval.

Upto 12th or HSC Equivalent

Graduation
Post graduation
Professional
Doctoral

6. Select your annual family income. * Mark

only one oval.

PAGE 20
 Below Rs. 3,00,000
Rs. 3,00,000 to Rs. 5,00,000
Rs. 5,00,001 to Rs. 8,00,000
Rs. 8,00,001 to Rs. 10,00,000
Rs. 10,00,001 to Rs. 25,00,000
Above Rs. 25,00,000
7 How likely are you to choose air travel over any other transportation? *
Mark only one oval.

1 2 3 4 5
DefinatelyNo Definately Yes

8. How often do you travel by air in an year? * Mark only one oval.

less than 5 5 to 10
11 to 15
16 to 20
more than
20

9. Rank the following air carriers on the basis of preference. * Mark

only one oval per row.
1- Highest 2 3 4 5 6 7- lowest
Vistara
Jet Airways
Air India
Spice Jet
Indigo
Go Air
Aircosta

10. What would you prefer among the following for booking air

tickets? * Mark only one oval. online offline

11. On the scale of 5 rate how much does price of air

ticket affect your travel? * Mark only one oval.

PAGE 21
 1 2 3 4 5
Highest Lowest

12. Does the travel time duration affect your choice of carrier? *
Mark only one oval.

Yes
No

13. Would you be willing to pay premium for a direct flight over
layover flight? Mark only one oval.

Yes
No
14 If Yes, How much premium are you willing to pay for a direct flight over layover
flight? * Mark only one oval.
5% of ticket price
5-9% of ticket price
10-14% of ticket price
15-20% of ticket price
20% of ticket price or above
None of the above

15. Rank the following in-flight services on the basis of your preference in choosing a
flight carrier. *
Mark only one oval per row.
1- highest 2 3 4 5- lowest
food
luggage space
entertainment
leg space
cabincrew services

16. Will you be willing to pay an extra 5% premium for travel insurance? * Mark only one
oval.

Yes
No

PAGE 22
17. Rank the following airport services on the basis of your preference in choosing a flight
carrier. *
Mark only one oval per row.
1- highest 2 3 4 5- lowest
Punctuality
Check-in
Boarding services
Luggage arrival time
Customer care/ cabin crew service

18. Rate the following according to their importance in choosing your flight services. *
Mark only one oval per row.
1- Most 2 3 4 5 6 7- Least
Service and Quality
Connectivity
Value for money
Ticket cancellation policy
Travel Safety

19. Have you traveled by Jet Airways? *

Mark only one oval.

Yes
No
20 Rate the following in-flight services on the basis of your preference in choosing Jet
Airways. *
Mark only one oval per row.
1- Poor 2 3 4 5 6 7- Excelllent
food
luggage space
entertainment
leg space
cabin crew service

21. Would you enroll for Jet Airways reward program at a nominal fee that
offers discount? * Mark only one oval.

Yes
No

PAGE 23
22. Rate the following airport services on the basis of your preference in
choosing Jet Airways. *
Mark only one oval per row.
1- Poor 2 3 4 5 6 7- Excellent
Punctuality
Check-in
Boarding services
Luggage arrival time
Customer care/ Cabin crew

23. How do you rate overall satisfaction level with regards to Jet Airways? *
Mark only one oval.

1 2 3 4 5
Very satisfactory Very Dissatisfactory

24. Rate the following services, according to Jet Airways. * Mark only one oval
per row.
1- Poor 2 3 4 5 6 7- Excellent
Service and Quality
Connectivity
Value for Money
Ticket Cancellation Policy
Travel Safety

25. How loyal are you to Jet Airways as a customer? * Mark only one oval.

1 2 3 4 5
Least Most
26 Which number from 1-5 best describes you? *
Mark only one oval per row.

PAGE 24
 Strongly Agree Neutral Disagree Strongly
agree disagree
I like introducing new brand and
services to my friends and
families
I like helping people by
providing them with info about
many kind of services
My friends think of me as a
good source of info when it
comes to new services or sales
I often try new service before
my friends neighbours do
I switch to other brands
frequently

Powered by

8.3. Data sheet

8.4. Statistical output sheets

PAGE 25