旅客评价机场服务质量调查问卷

旅客评价机场服务质量调查问卷

Passengers’ Evaluation on Airport Serv ice Quality

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：Please Grade the Following Items (from 1 to 10, 1=worst, 10=best) 1.该机场服务质量应达到的水平

Y our Expectation on the Airport Service

分值: Grade:

2. 您对该机场品牌形象的评价

The Image of the Airport in your Mind

分值: Grade:

3. 办理乘机手续

Check-in

分值: Grade:

4. 工作人员服务态度

Service Manner

分值: Grade:

5. 候机环境与秩序

Terminal Environment and Waiting Order

分值: Grade:

6. 对该机场的总体满意程度

Satisfactory Degree in General

分值: Grade:

7. 服务质量接近您期望的程度

Whether the Service Quality Is Close to the Perfect Level?

分值: Grade:

8. 对该机场的服务，您称赞的可能性有多大

The Possibility of the Airport’s Service worthy of your Compliment

分值: Grade:

9. 最近一年内，您对该机场是否有过抱怨

Have you ever complained about the airport in the recent 1 Y ear?

分值: Grade:

二、在此次航空旅行中，您认为需改进的服务环节？

TWO：Services Needed to Be Improved?

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/Leaving Traffic(Taxis, Buses) 引导标识Signs of Guidance

候机楼环境秩序Terminal Environment

机场问询Airport Information

航班信息Flight Information

办理乘机手续Check-in

安全检查Security Check

登机引导Boarding Guidance

中转服务Transferring Service

航班延误时服务Service at Flight Delay

行李手推车Baggage Trolley

行李提取Baggage Claim

通讯设施Communication Facility

饮水设施W atering Facility

洗手间卫生Toilet

机场购物Airport Shopping

候机娱乐Terminal Entertainment

餐厅服务Restaurant

如果您不介意,请您填写以下内容：

Please Fill in the Following if you Do not Mind ：

1.您的旅行目的

The purpose of your Journey:

a.公务/商务Business

b.旅游Touring

c.其他Others

2.您的购票方式？

How did you get your ticket?

a.售票处购票Ticket Booking Office

b.网上购买Online Booking

c.电话订票Phone Call Booking

3.您的购票时间?

When did you buy the ticket?

a.当天购票The Same Day of the Flight

b.乘机前1-2天1-2 Days before the Flight

c.乘机前3-6天3-6 Days before the Flight

d.乘机前7-15天7-15 Days before the Flight

e.乘机前15天以上over 15 Days before the Flight

4.您最近一年的乘机次数

Air Travel Times for the Recent one Y ear

a.1-3

b.4-6

c.7-9

d.10-15

e.15以上over 15

5.您选坐的舱位是?

Which cabin did you take?

a.头等舱First Class

b.公务舱Business Class

c.经济舱Economy Class

6.您的机票费用来源:

The Financial Resource for your Ticket

a.单位付费Paid by Employers

b.个人付费Paid by Y ourself

c.常旅客奖励Frequent Flier Plan A ward

d.其他Others

7.您选择航班考虑的主要因素(可以选择多项) Reasons for your choosing this Flight (Multiple Choices)

a.航空公司品牌Airlines Reputation

b.安全Safety

c.航班时刻Flight Schedule

d.航班正点Flight Punctuality

e.机型Aircraft Type

f.服务Service

g.持常旅客卡Frequent Flier Card

h.折扣票Discount Ticket

i.旅行社安排Travel Agency Arrangement

j.唯一可选航班No Other Choices

8.您的年龄

Y our Age：

a.16-21

b.22-34

c.35-44

d.45-54