旅客評(píng)價(jià)北京首都機(jī)場(chǎng)服務(wù)質(zhì)量調(diào)查問(wèn)卷

1、旅客評(píng)價(jià)北京首都機(jī)場(chǎng)服務(wù)質(zhì)量調(diào)查問(wèn)卷（小組成員：張余博 05243028；季榮鵬 05243010；曾林海 05243025）1.調(diào)查目的北京作為我們國(guó)家的首都，是重要的文化經(jīng)濟(jì)中心。對(duì)我們國(guó)家的城市發(fā)展具有重大的意義。首都機(jī)場(chǎng)作為北京對(duì)外聯(lián)系的重要交通樞紐，是我們與海外國(guó)家進(jìn)行交流的基礎(chǔ)。我們希望通過(guò)調(diào)查了解首都機(jī)場(chǎng)現(xiàn)行的各種運(yùn)營(yíng)手段和運(yùn)營(yíng)狀態(tài)，發(fā)現(xiàn)現(xiàn)在存在的問(wèn)題，例如機(jī)票定價(jià)等如何確定，機(jī)場(chǎng)如何安排登機(jī)樓的實(shí)施，這些都是我們調(diào)查中所關(guān)注的問(wèn)題。2.調(diào)查范圍調(diào)查地點(diǎn)：北京首都機(jī)場(chǎng)調(diào)查時(shí)間：周末調(diào)查對(duì)象：從北京首都機(jī)場(chǎng)登機(jī)的旅客3.調(diào)查手段本次調(diào)查主要以表述性偏好兩種調(diào)查法并用，并輔以顯示性偏

2、好調(diào)查法。通過(guò)問(wèn)卷調(diào)查進(jìn)行數(shù)據(jù)采樣和分析。4.統(tǒng)計(jì)方法采用描述性統(tǒng)計(jì)方法為主進(jìn)行分析，分析過(guò)程采用SPSS統(tǒng)計(jì)軟件輔助分析手段。調(diào)查主要分為（1）RP調(diào)查。（2）SP調(diào)查。然后運(yùn)用SPSS統(tǒng)計(jì)軟件進(jìn)行數(shù)理統(tǒng)計(jì)分析，建立各項(xiàng)評(píng)價(jià)指標(biāo)集合。其中可以與以往數(shù)據(jù)對(duì)比。進(jìn)一步描述統(tǒng)計(jì)，解釋RP調(diào)查的結(jié)果。5.經(jīng)費(fèi)預(yù)算項(xiàng)目單價(jià)（元/次（人）數(shù)量合計(jì)（元）調(diào)查問(wèn)卷印制0.11000100交通費(fèi)用15元2*3=690午餐補(bǔ)助10.0330飲料費(fèi)22*3=612筆1.534.5總計(jì)236.56.問(wèn)卷內(nèi)容：附：旅客評(píng)價(jià)機(jī)場(chǎng)服務(wù)質(zhì)量調(diào)查問(wèn)卷Passengers Evaluation on Airport Servi

3、ce Quality一、請(qǐng)根據(jù)您的感受對(duì)以下各項(xiàng)進(jìn)行評(píng)價(jià)（請(qǐng)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. 該機(jī)場(chǎng)服務(wù)質(zhì)量應(yīng)達(dá)到的水平Y(jié)our Expectation on the Airport Service分值: Grade: 2. 您對(duì)該機(jī)場(chǎng)品牌形象的評(píng)價(jià)The Image of the Airport in your Mind分值: Grade: 3. 辦理乘機(jī)手續(xù) Check-in分值: Grade: 4. 工作人員服務(wù)態(tài)度 Service Mann

4、er分值: Grade: 5. 候機(jī)環(huán)境與秩序 Terminal Environment and Waiting Order分值: Grade: 6. 對(duì)該機(jī)場(chǎng)的總體滿意程度 Satisfactory Degree in General分值: Grade: 7. 服務(wù)質(zhì)量接近您期望的程度 Whether the Service Quality Is Close to the Perfect Level?分值: Grade: 8. 對(duì)該機(jī)場(chǎng)的服務(wù)，您稱贊的可能性有多大 The Possibility of the Airports Service worthy of your Complimen

5、t分值: Grade: 9. 最近一年內(nèi)，您對(duì)該機(jī)場(chǎng)是否有過(guò)抱怨 Have you ever complained about the airport in the recent 1 Year?分值: Grade: 二、在此次航空旅行中，您認(rèn)為需改進(jìn)的服務(wù)環(huán)節(jié)？ TWO、Services Needed to Be Improved?10. 您在機(jī)場(chǎng)乘機(jī)時(shí)對(duì)該機(jī)場(chǎng)的哪些服務(wù)不滿意進(jìn)/出機(jī)場(chǎng)交通 (岀租、巴士) Arriving/Leaving Traffic(Taxis, Buses)引導(dǎo)標(biāo)識(shí) Signs of Guidance候機(jī)樓環(huán)境秩序 Terminal Environment機(jī)場(chǎng)問(wèn)詢Ai

6、rport Information航班信息 Flight Information辦理乘機(jī)手續(xù)Check-in安全檢查 Security Check登機(jī)引導(dǎo)Boarding Guidance中轉(zhuǎn)服務(wù)Transferring Service航班延誤時(shí)服務(wù)Service at Flight Delay行李手推車Baggage Trolley行李提取 Baggage Claim通訊設(shè)施 Communication Facility飲水設(shè)施Watering Facility洗手間衛(wèi)生 Toilet機(jī)場(chǎng)購(gòu)物 Airport Shopping候機(jī)娛樂(lè)Terminal Entertainment餐廳服務(wù)Res

7、taurant如果您不介意,請(qǐng)您填寫以下內(nèi)容： Please Fill in the Following if you Do not Mind ：1 您的旅行目的The purpose of your Journey:a.公務(wù)/商務(wù)Businessb.旅游Touringc.其他 Others2 您的購(gòu)票方式？ How did you get your ticket?a.售票處購(gòu)票 Ticket Booking Officeb.網(wǎng)上購(gòu)買 Online Bookingc.電話訂票 Phone Call Booking3 您的購(gòu)票時(shí)間? When did you buy the ticket?a.當(dāng)

8、天購(gòu)票 The Same Day of the Flightb.乘機(jī)前1-2天 1-2 Days before the Flightc.乘機(jī)前3-6天3-6 Days before the Flightd.乘機(jī)前7-15天 7-15 Days before the Flighte.乘機(jī)前15天以上 over 15 Days before the Flight4 您最近一年的乘機(jī)次數(shù) Air Travel Times for the Recent one Yeara.1-3b.4-6c.7-9d.10-15e.15以上 over 155 您選坐的艙位是? Which cabin did you

9、take?a.頭等艙 First Classb.公務(wù)艙 Business Classc.經(jīng)濟(jì)艙 Economy Class6 您的機(jī)票費(fèi)用來(lái)源:The Financial Resource for your Ticketa.單位付費(fèi) Paid by Employersb.個(gè)人付費(fèi) Paid by Yourselfc.常旅客獎(jiǎng)勵(lì) Frequent Flier Plan Awardd.其他 Others7. 您選擇航班考慮的主要因素 (可以選擇多項(xiàng))Reasons for your choosing this Flight (Multiple Choices)a.航空公司品牌 Airlines R

10、eputationb.安全 Safetyc.航班時(shí)刻Flight Scheduled.航班正點(diǎn) Flight Punctualitye.機(jī)型 Aircraft Typef.服務(wù) Serviceg.持常旅客卡 Frequent Flier Cardh.折扣票 Discount Ticketi.旅行社安排 Travel Agency Arrangementj.唯一可選航班 No Other Choices7 您的年齡 Your Age：a.16-21b.22-34c.35-44d.45-54e.55-64f.65以上 Over 658 您的文化程度Your Education Degree：a.初

11、中以下 Junior Middle Schoolb.高中/中專 High School/Technical Schoolc.大學(xué)/?？?University/Colleged.研究生及以上 Graduate and above9 您所在行業(yè) What type of organization do you work for?a.國(guó)家機(jī)關(guān) Government/National Organizationb.科教文衛(wèi) Departments of Education, Science, Culture and Hygienec.國(guó)有企業(yè) State-owned Enterprisesd.外商投資企業(yè) Foreign Enterprisese.民營(yíng)企業(yè) Private Enterprisesf.部隊(duì) Milit