Passenger Satisfaction Survey on the  Service Quality at Bandaranaike International Airport (BIA) 2023.
Dear Valued Guests

This survey is conducted by the Airport and Aviation Services (Sri Lanka) Limited to measure the satisfaction levels of our valued guests using our airport services at BIA.

This Questionnaire is expected to take about 10 minutes of your valuable time. If you have not used or experienced any service mentioned in the questionnaire, you may skip those.

We value your point of view and it will guide the future development of the BIA and the improvement of its services. Therefore, your contribution to this survey will be greatly appreciated.

Thank you in advance.

Marketing and Corporate Communications
Airport and Aviation Services (Sri Lanka) Limited
2nd Floor, Terminal Building
Bandaranaike International Airport (BIA)
Sri Lanka


www.airport.lk

email: info@airport.lk 
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QUESTIONNAIRE
 Please note: If you have not used or experienced any service mentioned in the questionnaire, you may skip the question.  
Your are:
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You are a,
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If you are a foreign national, please specify your country.
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If you are a foreign national, what is your purpose of visiting Sri Lanka?
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How often do you travel through Bandaranaike International Airport?
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ACCESS
Ground transportation to/from airport
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Vehicle parking facilities
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Availability of baggage carts and trolleys  
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SECURITY
Courtesy of the security staff
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Waiting time for security inspection (checks)
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Feeling of being safe and secure
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Services of the other security staff at the airport.
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CHECK-IN
Passenger waiting time for check-in process
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Efficiency of check-in staff
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Courtesy of check-in staff
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FINDING YOUR WAY AND INFORMATION
Ease of finding your way through the airport.
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Flight information display screens
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Availability of INFO / HELP counters.
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Courtesy and friendliness of the airport staff
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Language skills of the airport staff.
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AIRPORT FACILITIES
Access to free WiFi
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Power Supply/Charging Facilities (phone charging)
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Availability of ATMs/Banks/Money Changers
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FOOD AND BEVERAGES AND LOUNGE SERVICES
If you use the Airport Lounges, please rate your level of satisfaction on the airport lounge services.  
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Availability of sufficient variety of food and beverages at cafes/restaurants and lounges.
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Quality of the food and beverages at cafes/restaurants and lounges.
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Friendliness and helpfulness of the cafes/restaurants and lounge staff.
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How do you spend your time in the Airport?
WASHROOM FACILITIES
Adequate washroom facilities at BIA
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    Cleanliness and tidiness of the washrooms
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AIRPORT AMBIENCE
Comfortable seating arrangements
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Airport air-conditioning
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Cleanliness and tidiness of the airport terminal building
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Airport Signage System
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Entertainment activities/facilities.
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Other BIA SERVICES
Please answer if you have used the below mentioned services only.
BIA Porter Service
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BIA Taxi Service
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Taxi availability / prices.
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Have you ever looked for child care services?
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If yes, please rate your level of satisfaction on the child care facilities available for BIA child care (room).
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Have you used the 'Prayer room facilities' available for passengers those who require the service facility.
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If you have used the 'Prayer room facilities' available for passengers, please rate your satisfaction level on the facilities.
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Please rate your satisfaction level on the Baggage claim service.
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IMMIGRATION / EMIGRATION
Courtesy of Immigration/Emigration staff
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Waiting time for Immigration/Emigration processes
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CUSTOMS
Courtesy of customs staff
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BIA DUTY-FREE SHOPS
Variety of the duty free shops at BIA.
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Availability of variety of brands at duty-free shops.
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Friendliness and helpfulness of the duty-free shop staff.
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Satisfaction on the prices of duty free products (Value for money).
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Overall Satisfaction
Overall, my satisfaction with my airport experience- 'hassle free the passenger journey' (arrival and departure process).
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As a whole, I really enjoyed myself while travelling through BIA.
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We would like to know your overall impression (image) of our services. How would you rate your overall experience at Bandaranaike International Airport?
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Recommendation and Patronage Intention
I will recommend this airport (BIA) to my family, friends or others.
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I intend to say positive things about the airport (BIA) experience to others.
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I intend to revisit/repurchase the airport services at this airport when traveling next time.
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Please rank Bandaranaike International Airport when you compare with other airports that you have experienced.
Bad
Excellent
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YOUR PROFILE
Gender
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 Age
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Any other comments/ suggestions
If you are willing, please mention your e-mail address.
The country where you live?
End of the Questionnaire
Thank you very much.
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