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Logistics Service Quality in UK Travel Operations

Dear Sir or Madam, please take a few minutes of your time to complete the following questionnaire.

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Logistics Service Quality in UK Travel Operations

Thank you for taking time to be a participant in this study on the quality of logistics service in travel operations within the UK. Your responses will contribute to the understanding of how service quality influences customer satisfaction and the intention to return to travel services. It will take around 10 to 15 minutes to fill this survey. All responses will be completely anonymous and for research purposes only.  

Section 1: Screening and Demographics

1

Have you used any UK-based travel services (e.g., rail, air, cruise) in the past 12 months?

Select one answer
2

Age:

Select one answer
3

Gender

Select one answer
4

Annual household income

Select one answer
5

How often do you use travel services in the UK?

Select one answer
6

Which type of travel service do you use most frequently?

Select one answer

Section 2: Logistics Service Quality

Please express how much you agree with the following statements regarding your last travel experience with a travel service provider based in the UK. Use a scale of 1 to 5, where 1 = strongly disagree and 5 = strongly agree. 


7

The travel service was punctual.

1 = strongly disagree and 5 = strongly agree.
8

The journey time was as expected.

1 = strongly disagree and 5 = strongly agree.
9

The travel service handled my luggage carefully.

1 = strongly disagree and 5 = strongly agree.

Resource Quality:

10

The vehicles/vessels were clean and well maintained.

1 = strongly disagree and 5 = strongly agree.
11

The staff appeared well-trained and professional.

1 = strongly disagree and 5 = strongly agree.
12

The facilities at stations/airports/ports were adequate.

1 = strongly disagree and 5 = strongly agree.

Information Quality:

13

I received accurate information about my travel service.

1 = strongly disagree and 5 = strongly agree.
14

Information was easily accessible when I needed it.

1 = strongly disagree and 5 = strongly agree.
15

Updates about delays or changes were communicated promptly.

1 = strongly disagree and 5 = strongly agree.

Personal Contact Quality:

16

Staff were courteous and helpful.

1 = strongly disagree and 5 = strongly agree.
17

Staff were able to answer my questions satisfactorily.

1 = strongly disagree and 5 = strongly agree.
18

Staff showed genuine concern in solving any issues I had.

1 = strongly disagree and 5 = strongly agree.

Customisation Quality:

19

The travel service offered options to suit my needs.

1 = strongly disagree and 5 = strongly agree.
20

I was able to make changes to my booking easily.

1 = strongly disagree and 5 = strongly agree.
21

The service provider considered my personal preferences.

1 = strongly disagree and 5 = strongly agree.
22

Overall, I was satisfied with the travel service.

1 = strongly disagree and 5 = strongly agree.

Section 3: Customer Satisfaction

23

The travel service met my expectations.

1 = strongly disagree and 5 = strongly agree.
24

Thad a positive experience with this travel service provider.

1 = strongly disagree and 5 = strongly agree.

Section 4: Reuse Intention

25

I am likely to use this travel service provider again in the future.

1 = strongly disagree and 5 = strongly agree.
26

I would recommend this travel service provider to others.

1 = strongly disagree and 5 = strongly agree.
27

I consider this travel service provider my first choice for future travel.

1 = strongly disagree and 5 = strongly agree.

Section 5: Open-ended Questions

28

What aspects of the travel service's logistics quality impressed you the most?

29

What areas do you think the travel service provider could improve in terms of logistics quality?

30

Is there anything else you would like to share about your experience with UK travel services?

Thank you for completing this survey. Your responses are valuable and will contribute to improving travel services in the UK.

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