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It’s almost as if the survey is to validate Mathews own experience/opinion
No, there are academic reasons behind it. The questions have to be written that way for the particular methodology called improvement-gap analysis, a framework created by Tontini, G., & Picolo, J. D. (2010).
So if I disagree with a question i.e
“Choice and quality of airline lounge food and beverage are POOR”
How do I answer this , or don’t I?
So if I disagree with a question i.e
“Choice and quality of airline lounge food and beverage are POOR”
How do I answer this , or don’t I?
It’s asking how you would feel in that hypothetical situation, so would you be extremely dissatisfied if the food in the lounge is bad? Or more neutral.
There’s also an opt-out. If the big IF doesn’t apply in your case (e.g. I would never get in an airline lounge), then I can’t be furious about the food, so the box to mark is X inapplicable. Same goes for express security.
I do e-rewards daily for the Hilton points, and found this survey no more difficult than average, in fact rather more interesting and topical. Just my opinion.
While I do just about understand the logic, the way it’s worded and the same fields available for each question makes it difficult to respond.
For example, where the question assumes the situation is negative, eg “The layout and design of the check-in areas are POOR” it seems the only expected answers are either
(A) If you agree with the premise of the question (both layout AND design are POOR), respond you are
Extremely Dissatisfied
Moderately Dissatisfied
Slightly Dissatisfied
Neutral (agree they are poor, but you are OK with poor facilities!)
(B) If you disagree with the premise of the question, eg you think the layout and design (two separate things) are NOT poor:
Not applicableSo any answers on the “satisfied” end of the scale will be hard to judge. Do they mean the respondents are satisfied with poor layout and/or design, or that they do not judge the layout and/or design to be poor?
So any answers on the “satisfied” end of the scale will be hard to judge. Do they mean the respondents are satisfied with poor layout and/or design, or that they do not judge the layout and/or design to be poor?
All the questions on that first page are hypothetical situations to gauge importance of the attribute e.g. of lounge design (not airline specific), over other attributes. If it’s asking how you feel if lounge design is bad, and you select satisfied, that’s suggesting the respondent is satisfied with a poor design, which is hard to imagine is the case.
So any answers on the “satisfied” end of the scale will be hard to judge. Do they mean the respondents are satisfied with poor layout and/or design, or that they do not judge the layout and/or design to be poor?
All the questions on that first page are hypothetical situations to gauge importance of the attribute e.g. of lounge design (not airline specific), over other attributes. If it’s asking how you feel if lounge design is bad, and you select satisfied, that’s suggesting the respondent is satisfied with a poor design, which is hard to imagine is the case.
I disagree, if you couldn’t care less about the design of the lounge you would mark it as satisfied as it doesn’t bother you. Whereas if it really upset the start of your holiday you would mark it as dissatisfied, to show that it bothers you greatly.
Well they’re not hypothetical questions, because it asks for your “customer experience”. It’s also skewed because you have to have travelled through T5/BA to be eligible for the “test”. Do I answer the questions from my experiences flying BA First, or Ryanair (the latter hypothetically)??
Well they’re not hypothetical questions, because it asks for your “customer experience”. It’s also skewed because you have to have travelled through T5/BA to be eligible for the “test”. Do I answer the questions from my experiences flying BA First, or Ryanair (the latter hypothetically)??
Given that it is a BA pax questionnaire, I think we know the answer to that don’t we?
To me the line of questioning makes sense, it is trying to determine as to which elements are just hygiene factors and which are delighters.
The missing bit for me would be around the levels for the responses.
In some cases “Good” is just a hygiene factor and “Excellent” would have been a delighter, where as in some cases “Excellent” would not have really improved my perceived satisfaction.
So for me, the black and white elements of “Poor” and “Good” have caused a little bit of hesitancy for me. “Good” in this sense could be anything from satisfactory to excellent, and “Poor” could be anything from substandard to awful.
It would also work a little better if the positive answers were not available for the “Poor” questions, as they are not valid responses. The converse is also true with the “Good”. I appreciate that you are limited here by the technology that you are made to use though.All in all I think this is a good survey and I wish you the best with you degree.
Thank you @ClubSmed, and yes something I can critique as a limitation to the study.
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