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  Questionnaire Name - Service Quality of Hong Kong Airlinesˇ¦ Ground Service
  Showing 1-16 of 16     
1   Have you experienced HAGSLˇ¦s ground services? (e.g. Self-check-inˇ@kiosk, lounge, boarding)
 
 
 A-Yes (20)
 B-No (13)
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2   How many times have you experienced HAGSL ground services?
 
 
 A-1 (6)
 B-2 (8)
 C-3 (2)
 D-4 (1)
 E-5 or above (3)
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3   Which of the following services/ facilities have you used?
 
 
 A-Self-check-in kiosk (7)
 B-VIP lounge (1)
 C-Check-in counter (20)
 D-Shuttle to Outer bay (5)
 
No Selection (21) 
Select 1 item (11)  Select 2 items (6)
Select 3 items (2)   Select 4 items (1)
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4   Do you think the staffs have sufficient knowledge to help you? (e.g. detailed direction)
 
 
 A-Yes (19)
 B-No (1)
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5   Do you think the staff can respond to you quickly?
 
 
 A-Yes (20)
 B-No (0)
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6   Howˇ¦s the friendliness of the staff?
 
 
 A-1 (0)
 B-2 (2)
 C-3 (6)
 D-4 (9)
 E-5 (3)
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7   Facilities are important in the service delivery process.
 
 
 A-1 (5)
 B-2 (4)
 C-3 (6)
 D-4 (13)
 E-5 (5)
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8   Staff performance is important in the service delivery process.
 
 
 A-1 (6)
 B-2 (4)
 C-3 (3)
 D-4 (6)
 E-5 (14)
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9   On-time performance is important in the service delivery process.
 
 
 A-1 (6)
 B-2 (4)
 C-3 (2)
 D-4 (8)
 E-5 (13)
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10   Facilities are performed well in the service delivery process of HAGSL.
 
 
 A-1 (1)
 B-2 (2)
 C-3 (11)
 D-4 (12)
 E-5 (3)
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11   Staff performance is performed well in the service delivery process of HAGSL.
 
 
 A-1 (1)
 B-2 (5)
 C-3 (8)
 D-4 (12)
 E-5 (3)
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12   On-time performance is performed well in the service delivery process of HAGSL.
 
 
 A-1 (1)
 B-2 (3)
 C-3 (12)
 D-4 (10)
 E-5 (2)
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13   In general, can their ground service meet your expectation? (e.g. staff, on-time performance)
 
 
 A-Yes (25)
 B-No (3)
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14   Gender
 
 
 A-Male (6)
 B-Female (27)
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15   Age
 
 
 A-16 - 20 (1)
 B-21 - 28 (31)
 C-29 - 38 (1)
 D-39 - 48 (0)
 E-49 - 59 (0)
 F-60 or above (0)
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16   Education level
 
 
 A-Primary (0)
 B-Secondary (1)
 C-Tertiary (2)
 D-Degree (29)
 E-Master (0)
 F-PHD (1)
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