first section, you declare your satisfaction from the quality of available ... there are some questions about your satisfaction from Imam Khomeini airport (RA).
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In the Name of God almighty Dear visitor; This questionnaire has been provided to assess your satisfaction from the quality of Imam Khomeini (RA) airport services. Certainly, your answer to this questionnaire will help us to provide better services and quality improvements. This questionnaire has been prepared in two sections and three pages. In the first section, you declare your satisfaction from the quality of available services and in the second part; there are some questions about your satisfaction from Imam Khomeini airport (RA). Please specify your answers according to your current trip. Thanks a lot. Please fill in the blanks. 1.Age under 20 years old
between 20 -‐ 30
between 30 and 40
over 40 years old
2. Sex
male
female
3. Nationality ………………Iranian…………………. 4. Annual Income under 30000 $
30000-‐49999
50000-‐74999
5. Degree of education Diploma and lower Associate degree
Bachelor
+75000 master's degree and higher
6-‐ What is the name of your airline that you travel by it?.........Emirates................. Flight hours: 16
Flight date:
Flight number:
7-‐ Origin airport: ……………Melbourne………. 8-‐Did you use a transit flight?
Yes
No
-‐ if you have used a transit flight, which country is your destination?.....Australia.........................
9-‐ In which part of plane, your chair is located in this trip? Economic/Tourism
Business class
First Class
10-‐ How many trips did you have in last twelve months with the current trip? 1-‐2
3-‐5
6-‐10
11-‐20
21 or more
11-‐ Which cities have you visited in this trip? Esfahan
1
Shiraz
Mashad
Yazd
Other Please name?...Tehran, Kerman........
Questionnaire 1: an indicator of airport services Satisfaction rate indicators
How is the accessibility of airport? The staff behavior and attitude in Check-‐in section
Very good
The overall satisfaction level of customs inspections(compared to previous passenger's experience) in terms of
Waiting time In terms of staff behavior and attitude
good
average
X
X
X
X
X
In terms of employees speed and performance
to The overall satisfaction level from the first inspection gate (SSF) (compared the previous passenger's experience)
X
In terms of employees speed and performance The overall satisfaction level from second inspection gate (compared to the previous passengers experience)
X
In terms of staff behavior and attitude
X
In terms of employees speed and performance Which of the above indicators are provided your satisfaction? STAFF BEHAVIOUR With which indicator you are unhappy? FLIGHT WAS CANCELLED FOR NO REASON, TOO LONG WAITING TIME elevators, The airport facilites of passenger transportation such as escalators, rails and airbridge
Sidewalks and pathways within the airport The number of flight information displays The quality of flight information monitors Access to trollies
X
X
X
X
X
X
X
Which of the above indicators are provided your satisfaction? TROLLIES With which indicator you are unhappy? OVERALL BUILDING OF THE AIRPORT AND FACILITIES
2
X X
In terms of Waiting time
Ease of routing in the airport
X
X
In terms of staff behavior and attitude
The way of informing and flight declaring (by the flight staff)
X
X
In terms of Waiting time
Easy access to shops
bad
X
Very bad
Satisfaction rate
indicators
Very good
good
average
X
X
Which of the above indicators are provided your satisfaction?
With which indicator you are unhappy?
X
X
Shopping facilities in the airport (stores and trade pavilions inside and outside the terminal) The availability of communication facilities (public telephony, etc)
X
X
Parking fees for travelers The cost of buying goods at airport
Waiting time in Check in(counter line) Performance and speed of check-‐In employees
The availability of internet Number of sanitary service Locating the sanitary service appropriately
X
X
The cleaness of sanitary services
The speed of passenger service charge (compared to the previous passengers experience)
X
X
X
X
Which of the above indicators are provided your satisfaction?
With which indicator you are unhappy?
Exchange facilities Airport ventilation, heating and cooling Consignment service
Overall satisfaction from the quality of Imam Khomeini airport services
Very bad
X
Bank and ATM
bad
X
X
Do you see any requirment to create special services for tourists at airport? Please name? AITING LOUNGE AND BUSINESS LOUNGE NEED IMPROVEMENT
Questionaries' 2-‐ the satisfaction level of Imam Khomeini airport (RA)
Questions
very high
high
1.How do you evaluate the coordination of airport organs about your symptoms? 2-‐ How do you consider the use of Imam Khomeini airport (RA) as a good experience? 3-‐ Did the provided services satisfy you in Imam Khomeini airport (RA)?
average
low
very low
X X
4-‐How is your satisfaction from Imam Khomeini airport in comparison with other airports? 5-‐How are you satisfied with the time you have passed in the airport?
X X
6-‐ Which of the following factors should be added to the airport services? lounge X other
3
transport from hotel to airport X tracking (RFID) Please name?...........WAITING LOUNGE / TRANSIT HALL................
