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时间:2020-04-06
《旅客评价机场服务质量调查问卷.doc》由会员上传分享,免费在线阅读,更多相关内容在工程资料-天天文库。
1、旅客评价机场服务质量调查问卷Passengers’EvaluationonAirportServiceQuality一、请根据您的感受对以下各项进行评价(请用10分制打分,最低1分,最高10分)ONE:PleaseGradetheFollowingItems(from1to10,1=worst,10=best)1.该机场服务质量应达到的水平YourExpectationontheAirportService分值:Grade:2.您对该机场品牌形象的评价TheImageoftheAirportinyourMind分值:Grade:3.办理乘机手续Check-in分值:Grade:4.工作人员
2、服务态度ServiceManner分值:Grade:5.候机环境与秩序TerminalEnvironmentandWaitingOrder分值:Grade:6.对该机场的总体满意程度SatisfactoryDegreeinGeneral分值:Grade:7.服务质量接近您期望的程度WhethertheServiceQualityIsClosetothePerfectLevel?分值:Grade:8.对该机场的服务,您称赞的可能性有多大ThePossibilityoftheAirport’sServiceworthyofyourCompliment分值:Grade:9.最近一年内,您对该机场
3、是否有过抱怨Haveyouevercomplainedabouttheairportintherecent1Year?分值:Grade:二、在此次航空旅行中,您认为需改进的服务环节?TWO:ServicesNeededtoBeImproved?10.您在机场乘机时对该机场的哪些服务不满意进/出机场交通(岀租、巴士)Arriving/LeavingTraffic(Taxis,Buses)引导标识SignsofGuidance候机楼环境秩序TerminalEnvironment机场问询AirportInformation航班信息FlightInformation办理乘机手续Check-in安全
4、检查SecurityCheck登机引导BoardingGuidance中转服务TransferringService航班延误时服务ServiceatFlightDelay行李手推车BaggageTrolley行李提取BaggageClaim通讯设施CommunicationFacility饮水设施WateringFacility洗手间卫生Toilet机场购物AirportShopping候机娱乐TerminalEntertainment餐厅服务Restaurant如果您不介意,请您填写以下内容:PleaseFillintheFollowingifyouDonotMind:1.您的旅行目的T
5、hepurposeofyourJourney:a.公务/商务Businessb.旅游Touringc.其他Others2.您的购票方式?Howdidyougetyourticket?a.售票处购票TicketBookingOfficeb.网上购买OnlineBookingc.电话订票PhoneCallBooking3.您的购票时间?Whendidyoubuytheticket?a.当天购票TheSameDayoftheFlightb.乘机前1-2天1-2DaysbeforetheFlightc.乘机前3-6天3-6DaysbeforetheFlightd.乘机前7-15天7-15Daysb
6、eforetheFlighte.乘机前15天以上over15DaysbeforetheFlight4.您最近一年的乘机次数AirTravelTimesfortheRecentoneYeara.1-3b.4-6c.7-9d.10-15e.15以上over155.您选坐的舱位是?Whichcabindidyoutake?a.头等舱FirstClassb.公务舱BusinessClassc.经济舱EconomyClass6.您的机票费用来源:TheFinancialResourceforyourTicketa.单位付费PaidbyEmployersb.个人付费PaidbyYourselfc.常旅
7、客奖励FrequentFlierPlanAwardd.其他Others7.您选择航班考虑的主要因素(可以选择多项)ReasonsforyourchoosingthisFlight(MultipleChoices)a.航空公司品牌AirlinesReputationb.安全Safetyc.航班时刻FlightScheduled.航班正点FlightPunctualitye.机型AircraftTypef.服务Service
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