The Impact of Generational Differences on Airline Loyalty Programs

This questionnaire will help me gather information in order to complete my Bachelor Dissertation Thesis.
Thank you for your help, I greatly appreciate it!
- Charlotte

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* 1. What is your age?

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* 2. How many programs are you a member of? 

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* 3. Which program(s)/alliance(s) are you part of?

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* 4. How long have you been part of this program?

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* 5. How often have you used the program (to collect miles, redeem items, etc.)

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* 6. The frequent flyer program makes me feel good and appreciated:

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* 7. The frequent flyer program makes me feel part of an elite group:

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* 8. I have an emotional attachment to the frequent flyer program:

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* 9. I have an emotional attachment to the airline:

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* 10. I use the accrued miles in exchange for upgrades/reductions/merchandise:

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* 11. I fly with the airline, whose program I am part of:

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* 12. I choose the airline, whose program I am part of, when the airfares (prices) are minimally different:

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* 13. I choose the airline, whose program I am part of, even when the airfare (price) is higher:

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* 14. I choose my flights according to airfare (price):

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* 15. I choose my flights according to service quality of the airline:

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* 16. I choose my flights according to company and brand reputation:

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* 17. Before making a purchase I research online and discuss it with my friends/family

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* 18. I make purchase decisions quickly:

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* 19. Service speed is more important to me than service quality:

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* 20. I believe outcomes I receive from my inputs (ex. time, money, energy) of the program are fair and satisfactory:

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* 21. If the program and company provides good service and treats me well I will be more loyal and make more purchases in the future:

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* 22. Convenience of booking/purchase is important to me:

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* 23. If the airline whose frequent flyer program I am part of makes a mistake (late departure, cancellation of flight, etc.) I am more forgiving, since I have a positive attitude towards the company, due to my membership in the program:

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* 24. If the airline, whose frequent flyer program I am part of makes a mistake (late departure, cancellation of flight, etc.) I am very mad/disappointed:

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* 25. I feel more loyal to...

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* 26. I feel the program is fair:

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* 27. I trust the program:

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* 28. I consider myself...

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* 29. I have redeemed points/miles for rewards/merchandise:

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* 30. It was fast and easy to exchange my accrued miles for rewards/merchandise:

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* 31. The effort in obtaining my reward/merchandise was too large, so I gave up:

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* 32. The airline had the reward/merchandise that I wanted:

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* 33. The rewards/merchandise the airline offers are good and attractive to me:

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* 34. The rewards/merchandise the airline offers have too low value or are "worthless":

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* 35. It is too difficult to accumulate enough miles to obtain rewards/merchandise:

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* 36. When I have a bad experience with the Frequent Flyer Program and/or airline I leave negative feedback on Internet chat rooms, blogs or the official airline website:

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* 37. When I have a bad experience with the Frequent Flyer Program and/or airline I do not voice my discontentment, but will not use the airline again in the future:

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* 38. When I have a bad experience with the Frequent Flyer Program and/or airline I forgive the incident and it does not affect the way I view the company:

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* 39. Sustainability and environmental practices of the airline/Frequent Flyer Program are important to me:

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