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DIGITAL MARKETING IN AIRLINES

Welcome and thank you for agreeing to take part of this important survey being conducted to collect information for a Bachelor Thesis on the impact of digital marketing upon airlines Customer Relationship Management (CRM). Please complete the survey only if you use social media for obtaining airline information. The survey will take a few minutes and can be completed anonymously.

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What is your gender?

What is your age?

What is your occupation?

Do you use social media?

In a typical day, about how many hours do you spend using social networking sites?

Using a scale of 1= Not important to 5= Extremely important, please rate how important is for an airline to be active on social media platforms ?

Which social media platforms do you use to obtain airline information?

What type of information are you looking to find on the social media page of an airline?

Using a scale of 1= Strongly Disagree to 5= Strongly Agree, please rate do you agree that airlines should be active 24/7 on social media?

How often/quickly should an airline reply to an enquiry posted on social media?

When do you check the social media page of an airline?

What type of information would you like to receive from an airline?

What is your preferred way to receive information from an airline ?

On average, how often do you travel by plane?

Have you ever travelled with

Have you ever checked any of the social media platforms of Ryanair?

Have you ever checked any of the social media platforms of KLM?

Do you read other people's comments on social media about an airline?

Do negative comments on social media about an airline affect your opinion?

Would you choose an airline based on the positive comments on the social media?

Would negative comments on social media make you avoid travelling with a particular airline?

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