Passenger Satisfaction Survey on the Service Quality at the Bandaranaike International Airport (BIA)
Dear Sir/Madam

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. There are no correct or incorrect responses.

We value your personal point of view and it will guide the future development of the BIA and 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: manager.mkt@airport.lk
QUESTIONNAIRE
Your are:
You are a,
If you are a foreigner, what is your purpose of visiting Sri Lanka?
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How often do you travel through Bandaranaike International Airport?
ACCESS
Ground transportation to/from airport
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Vehicle parking facilities
Availability of baggage carts and trolleys
CHECK-IN
Passenger waiting time for check-in process
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Efficiency of check-in staff
Courtesy of check-in staff
SECURITY
Courtesy of the security staff
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Waiting time for security inspection
Feeling of being safe and secure
Services of the Air Force Staff
FINDING YOUR WAY
Ease of finding your way through the airport
Flight information screens
Courtesy and helpfulness of the airport staff
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AIRPORT FACILITIES
Access to free WiFi
Power Supply/Charging Facilities
Availability of ATMs/Banks/Money Changers
Airport Lounges
WASHROOM FACILITIES
Adequate washroom facilities at BIA
Cleanliness and tidiness of the washrooms
AIRPORT AMBIANCE
Comfortable seating arrangements
Airport air-conditioning
Cleanliness and tidiness of the airport terminal building
Airport Signage System
BIA SERVICES
BIA Porter Service
BIA Taxi Service
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IMMIGRATION / EMIGRATION
Courtesy of Immigration/Emigration staff
Waiting time for Immigration/Emigration processes
CUSTOMS
Courtesy of customs staff
LUGGAGE RETRIEVAL PROCESS
Waiting time for luggage retrieval process
BIA DUTY FREE SHOPS
Variety of the duty free shops at BIA
Friendliness and helpfulness of the duty free shop staff
Prices of duty free products
FOOD AND BEVERAGES
Variety of foods and beverages at cafes/restaurants and lounges
Quality of the foods and beverages at the cafes/restaurants and lounges
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Friendliness and helpfulness of the cafe/restaurant and lounge staff.
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Finally we would like to know your overall impression of our services. How would you rate your overall experience at Bandaranaike International Airport?
Please rank Bandaranaike International Airport
Bad
Excellent
YOUR PROFILE
Gender
Age
Any other comments/ suggestions
Your answer
If you are willing, please mention your e-mail address
Your answer
End of the Questionnaire
Thank you very much
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