Research Topic: Customer Satisfaction Towards Service Quality of Airasia in Malaysia Among Year 1 Degree Students From University of Malaya

Research Topic: Customer Satisfaction towards Service Quality of AirAsia in Malaysia
among Year 1 Degree Students from University of Malaya
April, 2021
Dear Participant,
You are invited to participate in a research study titled "Customer satisfaction towards service
quality provided by AirAsia in Malaysia"
This study is being conducted by UDE19 Section 03. The purpose of the study is to determine
the level of customer satisfaction towards the service quality provided by AirAsia in Malaysia
among Year 1 Degree Students of University of Malaya from Law, Engineering and Science
faculties respectively.
In this study, you will be asked to complete a Google Form survey. Your participation in this
study is voluntary and you are free to withdraw your participation from this study at any time.
The survey should take only 10 minutes to complete.
There are no risks associated with participating in this study. The survey collects no identifying
information of any respondent. All of the response in the survey will be recorded anonymously.
If you have any questions regarding the survey or this research project in general, please
contact Athirah binti Jamaludin at (ude190161@umcced.edu.my).
By completing and submitting this survey, you are indicating your consent to participate in the
study. Your participation is appreciated.
Thank you for your time and consideration.
Section A (Demographic Profiles)
Please choose accordingly.
1. Gender
o Male
o Female
2. Age
o 18 – 20
o 21 – 23
o 24 – 26
3. Household Income
o Less than RM4,800
o RM4,800 - RM6,299
o RM6,300 - RM7,799
o RM7,800 - RM9,300
4. Faculty
o Faculty of Law
o Faculty of Science
o Faculty of Engineering
5. Frequency of flying with AirAsia
o Always
o Sometimes
o Occasionally
o Never
Section B – Part 1
CUSTOMER SATISFACTION
Please select the most appropriate answer which represents your opinion. There will be no right
or wrong answer.
1. Strongly disagree
2. Disagree
3. Neutral
4. Agree
5. Strongly agree
 Do you think quality of AirAsia services will trigger your satisfaction?

1 2 3 4 5
Strongly disagree Disagree Neutral Agree Strongly agree
 Do you agree that AirAsia’s a worthy airline to have return satisfied customers?
1 2 3 4 5
 Do you agree that AirAsia's team provided you the best service throughout your
experience with them?
1 2 3 4 5
 Do you think AirAsia provides consistent services?

1 2 3 4 5
 Do you think your recent trip with AirAsia was satisfactory?

1 2 3 4 5
Section B - Part 2
FLIGHT DELAYS
or wrong answer.
2. Disagree
3. Neutral
4. Agree
5. Strongly agree
 Do you agree that AirAsia gives early notifications on flight delays?
1 2 3 4 5
 Do you agree that your air travel experience being negatively affected due to flight
delays?
1 2 3 4 5
 Do you agree that information provided by your airline on the status of your flight is well-
organized?
1 2 3 4 5
 Do you agree that airplane departed from the airport at scheduled time?
1 2 3 4 5
 Do you agree the recovery procedure for flight delays are effective?
1 2 3 4 5
GROUND STAFF ATTITUDE

or wrong answer.
2. Disagree
3. Neutral
4. Agree
5. Strongly agree
 Do you agree that the ground staff are fast enough in meeting your needs?
1 2 3 4 5
 Do you agree that the ground staff have sincere interest to fulfilling your needs?
1 2 3 4 5
 Do you agree that the ground staff are willing to help the passengers?
1 2 3 4 5
 Do you agree that the ground staff are friendly to you and other passengers?
1 2 3 4 5
 Do you agree that the ground staff have sufficient knowledge in answering your
questions?
1 2 3 4 5
MEAL SERVICES
or wrong answer.
2. Disagree
3. Neutral
4. Agree
5. Strongly agree
 Do you agree with the price of each meal offered by AirAsia?
1 2 3 4 5
 Do you agree with the portion size of the meals provided by AirAsia?
1 2 3 4 5
 Do you agree with the quality of the meals prepared by AirAsia?

1 2 3 4 5
 Do you agree with the availability of AirAsia in-flight meals?

1 2 3 4 5
 Do you agree with the variation of in-flight meals offered by AirAsia?
1 2 3 4 5
Open-ended question
Please provide short answer only.
Why did you choose AirAsia over other flight companies?

Research Topic: Customer Satisfaction Towards Service Quality of Airasia in Malaysia Among Year 1 Degree Students From University of Malaya

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Research Topic: Customer Satisfaction towards Service Quality of AirAsia in Malaysia

among Year 1 Degree Students from University of Malaya

Thank you for your time and consideration.

Section A (Demographic Profiles)

Please choose accordingly.

 Do you think quality of AirAsia services will trigger your satisfaction?

 Do you think AirAsia provides consistent services?

 Do you think your recent trip with AirAsia was satisfactory?

GROUND STAFF ATTITUDE

 Do you agree with the quality of the meals prepared by AirAsia?

 Do you agree with the availability of AirAsia in-flight meals?

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