CCB SURVEY FORM
Questionnaire on Customer Complaint Behaviour in Cathay
Pacific Airlines
Dear respondent,
Good day!
I am a university student currently constructing a
dissertation as part of my university requirements. I am conducting a survey
about Consumer Complaint Behaviour in Cathay Pacific Airlines. I am hoping that
you could spare me some of your precious time to complete this survey form. Be
assured that all information appearing herein will be kept strictly
confidential
and be used for academic purpose only. Your data will be used in this
study only
and will be prudently destroyed after use.
Thank you so much!
INSTRUCTION: Please
kindly mark
the number corresponding to your answer.
PART I:
Which of the following pre-board service attributes
would you
complain about when you are dissatisfied?
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SERVICE
Extremely Likely
(5)
Most Likely
(4)
Likely
(3)
Unlikely
(2)
Never
(1)
1. Ticket
Reservation/Purchase
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2. Security
Check
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3. Jetway
Waiting Length
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4. Boarding
Information
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5.
Pre-boarding Assistance
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PART II:
Which of the following on-board service attributes would you
complain about when you are dissatisfied?
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SERVICE
Extremely Likely
(5)
Most Likely
(4)
Likely
(3)
Unlikely
(2)
Never
(1)
1. Crew
courtesy
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2. Crew
service efficiency
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3. Crew
attentiveness
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4. Crew
friendliness
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5.
Complaint Handling
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line-height:200%">PART III:
Which of the following post-board service attributes would you complain about
when you are dissatisfied?
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SERVICE
Extremely Likely
(5)
Most Likely
(4)
Likely
(3)
Unlikely
(2)
Never
(1)
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1. Unboarding Time Length
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2. Post-boarding mechanical problems
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3. Post-boarding check
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4. Luggage retrieval
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5. Post-boarding assistance
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PART IV: CUSTOMER COMPLAINT INTENTIONS
In general, which
of the following complaint actions would you take when you feel dissatisfied
with the airline service?
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ACTION
Extremely Likely
(5)
Most Likely
(4)
Likely
(3)
Unlikely
(2)
Never
(1)
1. Take no
action
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2. Urge
family/friends not to patronize airline
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3. Would
not personally fly in this airline again
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4. Bad
mouth the airline
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5. Seek
replacement for service you are dissatisfied with
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6. Complain
to the airline management
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7. Divert
complaint to the media
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8. Complain
to Consumer Council
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9. Seek
legal advice
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PART V: PERSONAL INFORMATION
Gender
a) Male
b) Female
Age
a) 24-below
b) 25-34
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c) 35-44
d) 45-54
e) 55 or above
Educational Level
a)
Primary
b)
Secondary
c)
College/Technical College
d)
University or above
Occupation
a)
Education
b)
Business
c)
Government/Community Service
d)
Self-Employed
e)
Other (please specify) _________________
Monthly Income in HK$
a)
10,000 or below
b)
10,000-14,999
c)
15,000-19,999
d)
20,000-24,999
e)
25,000-29,999
f)
30,000-34,999
g)
35,000-39,999
h)
40,000 or above
Ethnicity
a)
Asian
b)
American
c)
European
d)
Australian
e)
African
f)
Other (please specify) __________________
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~~ This is the end of the questionnaire~~
~~Thank you so much for your valuable time~~
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