旅客评价机场服务质量调查问卷.doc

旅客评价机场服务质量调查问卷 Passengers Evaluation on Airport Service Quality1、 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Your 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 Airports 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 Year? 分值: Grade: 2、 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Watering 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 Year 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 Yourself c.常旅客奖励 Frequent Flier Plan Award 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 Choices8.您的年龄Your Age：a.16-21 b.22-34 c.35-44 d.45-54 e.55-64 f.65以上 Over 65 9.您的文化程度Your Education Degree：a.初中以下 Junior Middle School b.高中/中专 High School/Technical School c.大学/专科 University/College d.研究生及以上 Graduate and above 10.您所在行业What type of organization do you work for? a.国家机关 Government/National Organization b.科教文卫 Departments of Education, Science, Culture and Hygiene c.国有企业 State-owned Enterprises d.外商投资企业 Foreign Enterprises e.民营企业 Private Enterprises f.部队 Military g.农业生产 Agriculture h.其他 Others 11.您的年收入水平Your yearly salary a.2万以下 500000三、添加您对该机场的建议和评论：THREE: Please Add Your Sug