Aviation Assignment Research: Customer Satisfaction Assignment
Added on 2020-06-06
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Research project on customersatisfaction in airline industry1
Table of ContentsTASK 1............................................................................................................................................31.1 Research project outline specification...................................................................................31.2 Factors that contribute to the process....................................................................................31.3 Key references about ‘customer satisfaction ‘ and ‘influential factors on customersatisfaction’..................................................................................................................................41.4 Research project specification...............................................................................................61.5 For the agree research specification an appropriate plan and procedure...............................7TASK-2............................................................................................................................................82.1 Matching of the resources......................................................................................................82.2 The proposed research investigation.....................................................................................92.3 The required data...................................................................................................................9TASK-3..........................................................................................................................................113.1 Use of research evaluation technique..................................................................................113.2 Interpretation of the results..................................................................................................123.3 Recommendations................................................................................................................22TASK – 4 : POSTER.....................................................................................................................22Recommendation...........................................................................................................................22CONCLUSION..............................................................................................................................23REFRENCES.................................................................................................................................242
TASK 1 1.1 Research project outline specificationTitle- “Customer-satisfaction in the airline industry – A case study of Easy jet”Introduction and background- At both domestic and international level Easy jet operates. It is aBritish low-cost airlines (Koklic,Kukar-Kinney and Vegelj, 2017). With a low-cost flight thisairline provides the customers. The opportunity to the low cost group to travel internally is givenby this airline. The industry is still facing problems related to customer satisfaction in spite of therendering low-cost service. This research project is being done in order find out the issues that isrelated to customer satisfaction in spite of providing low-cost service. The satisfaction amongcustomers will be there if the products and services will be provided as per their requirementsand expectations. To the success of any business the customers are key elements. To the businessthe customer satisfaction is essential as through the opportunity to the market and owner of thebusinesses is given in order to expand their business in the long run. The problems can be facedwith the low-cost as it might be possible that level of services that is given by this airline is noteffective. They might be able to attract more number of customers but here might be fall in therepetition of the customers.Aim- “To study the issues which is faced by easy jet airways in order to generate satisfactionamong customers”Objective To identify the factors which can lead to more customer satisfactionTo analyse the impact of low-cost over the performance of Easy jetTo provide recommendation for this airline to generate satisfaction among custoemrsTo draw an effective result of the research that is conducted1.2 Factors that contribute to the processThere are various factors that can add to the process of selection of research on customersatisfaction. They are as follows-:In order to fulfil the requirements of the customers the product need to be developedAny query or complain of the customers need to be handled effectively To meet out the need of customer the existing product is required to be changedIn the current functioning of the business the problem need to be identifiedTo conduct the business efficiently(Migacz, Zou and Petrick, 2018) .3
The response of the customer on the productIn this research the structured model is used. Interest- I was interested in this topic as this topic is in current trend and also the various factorsway can be found out with the help of this topic to generate customer-satisfaction amongcustomers.Research scope and it's importance- As it performs over the level of customer satisfaction so thescope of this research is wide enough. The Easy jet is offering low-cost services to theirrespective customers and for his purpose they are making use of different methods such assmaller and secondary airports in order to serve their customers. It is essential to find outwhether this airline is rending adequate serves to its customers against the low cost or not. It'simportance is that in order to complete this research the necessary information will be provided. Available resources – In the adequate quantity the required resources are available that aid inconducting this research. With the help of questionnaire that will be filled by the customers theinformation will be collected. The time will be saved from this as in the effective way it will beanalysed and to perform this not much finance will be required.Primary data– In context to the customer satisfaction there are effective amounts of studymaterial that is available which can help in processing the research study in the effective way.The research study is processed with the use of daata gathered in the primary data collection inthe adequate manner as through this will help in getting the answers for the research questionsand objectives Feedback – In order to get an adequate set of information and knowledge from various sourcesfeedback is an effective form. To collect the set of information about the services given by thisairline this can considered as an effective tool.Knowledge and expertise knowledge -This will be useful to find gain more insight on theresearch topic and will develop interest in it.1.3 Key references about ‘customer satisfaction ‘ and ‘influential factors on customersatisfaction’As per Yoon and You, (2016), now-a days airline industry is the most competitiveindustry. The customer-satisfaction becomes a vital need in this industry as this is the only factorthat will aid them in getting revenues and market share. The customers will be satisfied with this4
industry if all the expectation and requirements regarding the product or services that are beingfulfilled.In order to gain insight way of understanding the requirements of the customers the Kano modelis useful. This model will help the airline industry to think about how the products and servicescan be related to the needs of the customer. The three types of attributes to the products andservices is being planned by this modelThreshold attribute – The basic features that the customers expect from a product or service tohave. For an example when the customer book the airline ticket, the customers have someexpectation regarding the product and services which is offered by this airline.Performance attributes- These are not necessary but with these elements the enjoyment of thecustomers regarding product or service will be more.Exciting attributes – The products competitive edge will be boost up with this element. Thecustomers are not aware about these product features but they are delighted when they find them.For an instance the customers can be given some special biscuit during their travel. This willdevelop a level of satisfaction among the customers that are travelling.5
By using the concept of the satisfaction of customers the company can satisfy the needs ofthe existing customers through their existing services. In order to recognize the needs of thecustomers many companies conduct survey and in its current level of the activity the appropriatechange is done to satisfy those needs. In the long run customer satisfaction helps thedevelopment of business (Customer satisfaction in airline industry, 2017). The quality of theservices is one of the factors that affect the customers. It is also being provided by the easy jet toits customers and in relation to the price paid for the produces the value of the service. On timeall the services need to be provided to the customers. On the convenience the organization shouldfocus that is being received by the customers while making use of the service of the company.6Illustration 1: Kano Model Analysis(Source:Kano Model Analysis, 2017.)
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