Role of Corporate Governance in Eliminating Customer Satisfaction Issues

This research aims to determine the role of corporate governance in implementing accountability for eliminating customer satisfaction issues in the travel and tourism industry. The case study focuses on Top Deck Travel, a tour operator company. The research objectives include exploring the importance of accountability in offering services to customers, determining the factors that intensify customer satisfaction issues, and examining the relationship between maintaining accountability in corporate governance and enhancing customer satisfaction.

Corporate Governance
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Table of Contents
INTRODUCTION...........................................................................................................................3
Overview of research..............................................................................................................3
Background of research..........................................................................................................4
Research Aim.........................................................................................................................4
Research Objectives...............................................................................................................5
Research Questions................................................................................................................5
Rationale of research..............................................................................................................5
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INTRODUCTION
Corporate governance is comprehensively said to be as the integration of rules, regulations,
laws and processes that are being used while operating the businesses activities. It is also being
used with the motive of controlling and regulating all activities in rightful manner. It has also
been acknowledged that corporate governance supports business organisations in enhancing their
sustainability at marketplace by simply helping supporting them in implementing their business
activities in such a manner that does not create any kind of legal obligation in the near future.
Accountability, independence, fairness and transparency are acknowledged as the main four
pillars of corporate governance which is ultimately placing equivalent contribution in developing
strong relationship with the customers by simply satisfying their needs and requirements. By
making use of these pillars business association can easily improvise customers’ relationship that
would contribute in enhancing their sustainability at marketplace in rightful manner. The present
investigation is based on Top Deck Travel, a tour operator company which generally organizes
trips for people belonging to the age group of 18 – 39 years old people. These trips are generally
Europe, North America, Africa, Egypt and the Middle East, Australia, New Zealand, and Asia.
Along with this, the company also offers almost 330 tours in 65 nations. This investigation will
be based on specified research aim, objectives and questions that will provide adequate guidance
to the investigator in determining valuable research outcome towards the research issue. Also,
both the primary and secondary form of investigation would be conducted for obtaining valid
conclusion by simply covering each and every aspect related to it.
Overview of research
Corporate governance is acknowledged as the effective initiative taken by the business
associations through which they can easily execute their business activities without any sort of
legal obligations in the near future. It has been seen that if corporate governance is effectively
used by business organisations then they can easily eliminate the issues which are placing major
influence over the customer satsifaction level. In addition to this, it has also been seen that if any
of pillars such as Accountability, fairness, independence and transparency of the corporate
governance is missing in the business entity then it directly places major influence over the
customers satisfaction level as they won’t be able to trust the company in any manner. It has
been analysed that there are various reasons which might place influence over working pattern of
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employees as well as management. This directly develops range of issues at workplace which
ultimately affects customers’ satisfaction level as they are not able to serve the customers in
expected manner. It has also been analysed that the business organisation often takes several
initiatives with the motive of enhancing customers’ satisfaction level and influencing them to
stay loyal with the same entity for longer period of time. With reference to the travel and tourism
sector, it can be further said that customer satisfaction is the preliminary motive of the business
dealing within it. Thus, this research will cover information about the corporate governance that
would definitely help them out in accomplishing their motive of rectifying customer satisfaction
issues which would definitely support the company and also contribute in maximising their
profitability within the same.
Background of research
There are many reasons which might influence customers’ satisfaction level. These issues
can be related to anything such as higher prices of product and service, indulgence of company
into any type of illegal issue, delay in services, misbehaviour with the customers or many other
associated reasons. With reference to the present investigation, it can be said that business
association which are dealing in travel and tourism industry are required to offer high quality
services to the customers’ and incorporate corporate governance within their company so that
they can easily eliminate the issues related to the customer satisfaction. As a result, it supports
business organisation in enhance their sustainability within the same nation in rightful manner. In
context of Top Deck Travel, it has been analysed that the respective top management of the
company have analysed that issues which are affecting customer satisfaction level are increasing
day by day within their company. In order to address them effectively they simply emphasizes on
conducting effective research with which they can easily find out the best possible way of
eliminating the issues that might influence customers satisfaction level. For this, the management
team have hired investigator who would perform research on the same issue and find out
proposed solution towards the same by simply including both the primary and secondary
research into it.
Research Aim
“To determine the role of corporate governance in implementing accountability for
eliminating customer satisfaction issues” A case study on Top Deck Travel.
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Research Objectives
 To ascertain importance of accountability in offering services to customers
 To ascertain role of corporate governance in emerging loyal customers for Top Deck
Travel
 To determine several factors that leads to intensify customer satisfaction issues
 To explore relation between maintaining accountability in corporate governance and
enhancement of customer satisfaction.
Research Questions
 Explain importance of accountability in offering services to customers?
 What is the role of corporate governance in developing loyal customers for Top Deck
Travel?
 What are the several factors that lead to intensify in customer satisfaction issues?
 Explain relationship between maintaining accountability in corporate governance and
enhancement of customer satisfaction?
Rationale of research
The preliminary purpose of conducting this is investigation is the personal interest of the
investigator on towards the topic that is role of corporate governance in implementing
accountability for eliminating customer satisfaction issues. Also, the investigator wishes to
develop their own skills and knowledge related to the research which would definitely help them
out in conducting more effective research in the near future. Also, outcome developed with this
investigation would enhance knowledge of businesses dealing in travel and tourism industry
about the corporate governance and its usage in implementing accountability for eliminating
customer satisfaction issues
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