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Service Quality of Hong Kong Airlines・ Ground Service
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I am a student of School of Professional Education and Executive Development (PolyU- SPEED) studying Bachelor of Arts (Honours) in Hospitality Management. To help my studies in Service Quality of Hong Kong Airlines・ Ground Service, your help would be a breakthrough in the research process. It takes around 5-8 minutes only. Your personal information would not be kept. Thank you for contributing to my studies by filling up this questionnaire.
*HAGSL is the ground service provider of Hong Kong Airlines, HKExpress, Hainan Airlines, Siam Air, Capital Airlines, Palau Pacific Airways, AirExplore.
1*    Have you experienced HAGSL・s ground services? (e.g. Self-check-in@kiosk, lounge, boarding)
Yes No
(If "No", please answer Q.7-9^
If your answer is 'No', please jump to question 7.
2    How many times have you experienced HAGSL ground services?
1 2 3 4
5 or above
3    Which of the following services/ facilities have you used?
Self-check-in kiosk VIP lounge
Check-in counter Shuttle to Outer bay
*Choose more than one
Part One: Customer Satisfaction
4    Do you think the staffs have sufficient knowledge to help you? (e.g. detailed direction)
Yes No
5    Do you think the staff can respond to you quickly?
Yes No
6    How・s the friendliness of the staff?
1 2 3 4 5
(1 = the least, 5 = the most)
Importance of the service factors (1= strongly agree, 5= strongly disagree)
1 2 3 4 5
7*Facilities are important in the service delivery process.
8*Staff performance is important in the service delivery process.
9*On-time performance is important in the service delivery process.
Performance of the service factors (1= strongly agree, 5= strongly disagree)
1 2 3 4 5
10Facilities are performed well in the service delivery process of HAGSL.
11Staff performance is performed well in the service delivery process of HAGSL.
12On-time performance is performed well in the service delivery process of HAGSL.
≒†∫♯@⌒蹉遐♭∫♪襤
13    In general, can their ground service meet your expectation? (e.g. staff, on-time performance)
Yes
No please specify:
Part Two: Personal Information
14*    Gender
Male Female
15*    Age
16 - 20 21 - 28 29 - 38
39 - 48 49 - 59 60 or above
16*    Education level
Primary Secondary Tertiary Degree
Master PHD


Questions with '*' sign must be answered

   

Please note your answers will be open to public.
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