My name is Saad Ashfaq and I am an Aviation student at University of management and technology,

Lahore. I am conducting research for my undergraduate project related to passenger’s satisfaction in

the perspective of airport. This research is being conducted under the supervision of Dr Ahmed Aizaz
(Associate principal of IAS).your email address was obtained from the website of university and I am
requesting your help in the collection of data for this research.

My research is based on "passenger’s satisfaction in the perspective of airport" This analysis will
figure out to understand how satisfied the passengers are with the facilities they are provided at
Allama Iqbal International Airport and will help me determine whether how the facilities provided to
passengers have an impact on the passenger’s decision making for choosing the airport to travel
from. The results obtained from the research will clearly help the airport in future to make sure the
customer satisfaction and to attract more customers. Because you are an experienced employee of
university and associated with aviation along with age more than 30 years so I am inviting you to
participate in the research by responding to the questionnaire attached.

Your participation while responding to questionnaire attached will take you not more than five to 7
minutes. Your participation in this must be entirely voluntary and if you decide to participate, you
also have the right to withdraw any time. The information collected will be recorded in an
aggregated to secure the personality of all those who respond. To limit the time required for this
study, please complete the questionnaire till July 15. I hope that all responses will be sincere and
truth based. For questions whether the study is approved, please contact Dr Ahmed Aizaz at
ahmad.aizaz@umt.edu.pk.He has already approved it.Please feel free to contact researcher anytime
about any other questions at saadashfaq63@gmail.com

I thank you in anticipation for taking your precious time to help me in the educational endeavors.
The collected will be stored on a thumb drive and locked in a cabinet for one year.

I will send you a reminder email 7 days before 15 July so that to fill questionnaire.

My best regards and most sincere thanks for your participation in advance.

Sincerely

Saad Ashfaq

saadashfaq63@gmail.com
 Part 2: Demographics
i. Gender
o Male
o Female
o Other
ii. Age
o 18-24 years
o 25-35 years
o 36-49 years
o 50 years and above
iii. Purpose of Trip
o Work
o Study
o Medical Treatment
o Leisure
iv. Have you previously travelled from Allama Iqbal Intl. Airport?
o Yes
o No (Skip Q 5 Demographics)
v. When did you travel last time?
o Within last six months
o Within 6 -11 months
o 12 months or more
vi. How long did it take you to reach airport?
o Less than 30 minutes
o 30 – 60 minutes
o More than 60 minutes
vii. How did you reach the airport?
o Private Transport (branch to Q 8 demographics, Q 1,2 Survey)
o Public Transport (branch Q 3, Survey)

viii. Why did you use your own transport?

o No access to public transport
o It takes a lot of time to reach airport
o Stops far away from terminal building
o Public transport is not secure
o Any other reason

Survey Questionnaire
The survey Questionnaire is being examined on Likert-Scale
1.Highly Dissatisfied 2. Dissatisfied 3. Neutral 4. Satisfied 5. Highly Satisfied

i. How satisfied are you with the availability of parking space in car parking area?
1 2 3 4 5
ii. How satisfied are you with the rate of car parking facility?
1 2 3 4 5
iii. How satisfied are you with drop off point?
1 2 3 4 5
iv. How satisfied are you with accessibility to the airport?
1 2 3 4 5
v. How satisfied are you with the visibility of signage at the airport?
1 2 3 4 5
vi. How satisfied are you with the availability of trolleys at airport?
1 2 3 4 5
vii. How satisfied are you with the courtesy of airport staff?
1 2 3 4 5
viii. How satisfied are you with the ambience of the waiting areas?
1 2 3 4 5
ix. How satisfied are you with the comfort level of seats in the waiting area?
1 2 3 4 5
x. How satisfied are you with the sanitary conditions of the washrooms?
1 2 3 4 5
xi. How satisfied are you with the quality of food, available at the airport?
1 2 3 4 5
xii. How satisfied are you with the pricing of food at the airport?
1 2 3 4 5
xiii. How satisfied are you with the variety of food at the airport?
1 2 3 4 5
xiv. How satisfied are you with the security arrangements at the airport?
 1 2 3 4 5
xv. How satisfied are you with the improvements in the overall cleanliness of the airport?
1 2 3 4 5
xvi. How satisfied are you with the improvements in security arrangements at the airport?
1 2 3 4 5
xvii. How satisfied are you with the overall services of the airport?