Customer Satisfaction with Ryanair

This assignment analyzes customer satisfaction with the airline Ryanair. It presents a survey questionnaire designed to gather data on various aspects of customer experience, including perceived value, pricing satisfaction, service quality, and flight schedules. Respondents are asked to rate their agreement with statements about Ryanair's convenience, security check wait times, ticket prices, and overall service quality. The assignment encourages the analysis of these responses to understand factors influencing customer satisfaction with Ryanair.

“To analyse the factors affecting customer
satisfaction and dissatisfaction in airline
industry- A study of Ryanair”

Table of Contents
TASK 1............................................................................................................................................1
1.1 Research project outline specification..............................................................................1
RESEARCH AIM AND OBJECTIVE .................................................................................1
Research question ..................................................................................................................1
1.3 Undertake critical review ................................................................................................2
1.4 Research methodology.....................................................................................................4
1.5 Gantt chart........................................................................................................................5
TASK 2............................................................................................................................................6
2.1 Match the resources efficiently to the research questions................................................6
2.2 Undertaking the proposed research investigation ............................................................6
2.3 Record and collected data.................................................................................................6
Task 3.............................................................................................................................................10
3.1 Research evaluation techniques......................................................................................10
3.2 Interpret and analyses result .........................................................................................10
3.3 Recommendation ..........................................................................................................17
Task 4.............................................................................................................................................18
4.1 Presenting outcome in a poster format...........................................................................18
4.1 Presenting outcome in a poster format...........................................................................19
References .....................................................................................................................................23
Appendix........................................................................................................................................25

TASK 1
1.1 Research project outline specification
Title: To analyse the factors affecting customer satisfaction and dissatisfaction in airline
industry
The airline industry is highly competitive in the market and customers are the most
important factor in order to increase sales and profit of the airline companies. Customer
satisfaction is one of the essential factors which plays significant role in order to gain
competitive advantages. In the modern era, it is important to deliver services to customers
according to their needs and wants in order to survive in this cut throat competitive environment.
The present research is done to analyse the factors affecting customer satisfaction and
dissatisfaction of Ryanair Company. Due to increase in customer complaints regarding the price
and other services, is has become of the major issues for the Ryanair. The company is unable to
solve these issues because of which customers are getting dissatisfied and switching to other
airline companies (Eisingerich, Auh and Merlo, 2014.). These types of problem mainly faced by
UKCBC students who travel more than once in a month from this particular airline. The present
investigation will assist in analysing those factors and methods to overcome customer
dissatisfaction level.
RESEARCH AIM AND OBJECTIVE
Aim
“To analyse the factors affecting customer satisfaction and dissatisfaction in airline industry- A
study of Ryanair”
Research objectives
 To understand the importance of customer satisfaction of Ryanair
 To evaluate the factors influencing customer satisfaction and dissatisfaction level of
Ryanair.
 To suggest strategies to overcome the factors which impact customers satisfaction level
of Ryanair.
1

Research question
The below presented research questions are essential way for the researcher in order to
collect the information accordingly.
 What is the importance of customer satisfaction of Ryanair airline company
 What are the factors influencing customer satisfaction and dissatisfaction level of Ryanair
airline company.
1.2 Factors that contribute to the process of research project
Rational of the study
The present research is conducted in order to develop the understanding regarding the
factors which are influencing the customer's satisfaction and dissatisfaction level of Ryanair.
There is continuous increase in the its fares which has created a problem for those customers
who mostly travels through airways (Ennew, Binks and Chiplin, 2015). Along with this, there
are many customer complaints which are not handled by management effectively and efficiently.
Apart from this delay in flight also impact the customer satisfaction level adversely. Therefore,
the present study will help in developing deep understanding related to the essential factor that
contributes toward increasing the customer satisfaction level.
Interest: This topic is selected because it helps in understand the way airline company can
increase the satisfaction level of its customers. Along with this it helps in developing
understanding related to the factors related to customers satisfaction and dissatisfaction.
Scope and importance: The scope of this research is that it helps company in understanding the
factors that can directly or indirectly impact the satisfaction level of customer. Further, with the
help of this it becomes easy for the company to focus on increasing the satisfaction level of
customers.
1.3 Undertake critical review
Literature review
The importance of customer satisfaction for airline industry
2

According to the Taylor, Bogdan and DeVault, (2015), customer satisfaction can vary
from person to person and service to service. But it can be stated that if the product at least met
minimum needs of the customer then it can be said customer satisfaction. However, if product
and services fail to meet the minimum needs of the consumer then it makes customer
dissatisfied. Customer needs and wants changes with the change in time. It is important for the
company to modify its product and services as per the expectation of the customers. However, if
the firm gets failed to do so, the customer switches to another brand for fulfilling their needs and
wants. The state of satisfaction depends on the physical variables and psychological. In the
airline industry, there are various factors on which customer satisfaction depends such as in-
flight services, check-in procedure, handling customer issues, reservation etc. If company focus
on delivering quality services to its customer then it leads to retaining them for the longer period.
Along with this, the consumer also recommends the same to their friends and family if they are
satisfied with it.
According Jahanshani, Nawaser and Khaksar, (2014) opinion due to the influence of the
customer satisfaction on repeat purchase and word of mouth recommendation, customer
satisfaction has become one of the critical factors for the airline industry. There are different
authors who described customer satisfaction differently. Reynolds, Creemers and Teddlie,
(2014) state that customer satisfaction is an indicator that consumer will return back to its
product and services or not. There are many consumers’ who buy product and services with the
expectation which are based on their previous purchase experience. Korschun, Bhattacharya
and Swain, (2014) that customer satisfaction plays significant role for the firm in order to
increase sales and profit. For example. If the consumer gets satisfied from the product and
services then it will definitely become loyal to that brand and also recommend its product to
other which help the company in making the good position in the market.
The factors influencing customer satisfaction and dissatisfaction level airline company.
According to the Eisingerich, Auh and Merlo, (2014), there are numerous factors that
influence customer satisfaction and dissatisfaction level. There is a great link between quality
services and customer satisfaction. According to the opinion of Wu, (2013), service quality is the
important factor which makes customer loyalty and customer satisfaction. Further price of the
product and services lead to influence customer satisfaction and dissatisfaction. If the customer
3

gets quality services at the reasonable price then it leads to keep them satisfied for the specific
period of time. Customers are of different types as because for few customer, prices is important
while for other quality services. For example, there are many customers who are ready to pay
high prices for quality services, but if they do not get for that then it leads to dissatisfied them.
This can negatively impact the sales and profit of them firm.
According to the view of Kärnä, 2014 there are many factors which lead to dissatisfy
from such as delay in security check point and inappropriate flight schedule which lead to affect
customer. If customer pay high price then it is important for the firm to deliver them quality
services so that they do not get disappoint with the company product and services. Customer
expectation should be meet on time so that they do not switch to other brand products and
services. If customers queries not resolved on time then they do not like to prefer to take their
products. With the changes of time needs and wants of customer also get changes so it is
important for the firm to make sure that they first conduct market research and modify their
product and services accordingly.
1.4 Research methodology
Research methodology is essential part in research because it provides different tools and
methods which scholar in carrying out the research in a systematic manner. The following
methods are considered in this section: Research approach- Research approach can be stated as research strategy which assists
scholar in carrying out the study in an effective manner. There are two kinds of approach
that is inductive and deductive. As per the nature of research, an inductive approach will
be applied to the present research ((Taylor, Bogdan and DeVault 2015). The reason
behind selecting this method is that it helps in gathering general information first the
focus on specific issues. Research design – Research design help in identifying the key problem which is
associated with the study. There are different types of research design such as
explanatory, descriptive, case study etc. The present investigation is based on analysing
the factors affecting customer satisfaction and dissatisfaction of Ryanair, thus descriptive
research design will be applied. The reason behind selecting this design is that it helps in
describing the characteristic of the population which are considered in this study,
4

 Data collection: There are two different method from which data can be gathered that is
primary and secondary. In the present research both primary and secondary data will be
collected in order to get valid outcomes. For collecting the primary information will be
collected from the UKCBC students. While secondary information will be collected from
the books, internet, and journals (Mackey and Gass, 2015). Sampling – Non-probabilistic sampling method will be used under which random
sampling method will be used for selecting the sample size. Here, 25 students of UKCBC
will be selected as a sample through random sampling method. The reason behind
selecting this sample size is that UKCBC students mostly travel from Ryanair and then
can easily provide specific information related to factors affecting their satisfaction level.
 Data analysis – After collecting the information it is important to analyse the collected
information with the use of different techniques. For analysing the collected information
there are two methods that are qualitative and quantitative (Reynolds, Stringfield and
Teddlie, 2014.). The present report is based on, on analysing the factors affecting
customer satisfaction and dissatisfaction of the Ryanair therefore, qualitative techniques
will be used. With the use of this techniques, different themes and chars will be prepared
on the basis of collecting information in order to get the valid outcome.
1.5 Gantt chart
Activity/Week 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
Writing of research proposal
Shaping aims and objectives of
research
Carrying out literature review
Research methodology
5

Primary data collection
Analysis of data and
interpretation
Conclusion
Recommendations
Submission to instructor
Changes Based On responses
given by instruter
Final Submission
TASK 2
2.1 Match the resources efficiently to the research questions
There are different types of resources which are taken into consideration for making the
research more effectual. Resources which are used that is financial and physical which assist
scholar in making research valid and reliable (Sengupta, Balaji and Krishnan, 2015). To
construct the research questions, it is important to have resources because on the basis of it
questionnaire can be prepared.
2.2 Undertaking the proposed research investigation
Research methodology part is taken into consideration in a systematic manner so that
issues which are faced by Ryanair can easily overcome. There are different methods suggested
which assist in increasing customer satisfaction level. Further, in the present research descriptive
research design and interpretivism philosophy is used for carrying out the research in a right
direction. The present research is based on analysing the factors affecting customer satisfaction
and dissatisfaction of the Ryanair for this purpose inductive approach is used so that specific
6

issues can be focused which are facing by Ryanair (Caillaud, Rose and Goepp, 2016). There are
primary and secondary methods used for collecting information so that study can become more
reliable and valid. The primary information is that information which is new and not published
by anyone. Therefore, for collecting this information survey method is used in which questions
are asked from student of colleges. On the other hand, secondary information is that information
which is already publicised by different authors, this information is collected through books,
journals and internet. At last there are two type of techniques which can be used for analysing the
gathered information that is qualitative and quantitative . For the present research, qualitative
techniques under which different themes and charts are prepared on the basis of which
interpretation is does
2.3 Record and collected data
Theme 1: Twice in the month travel by air
1.) How often do you travel
by air?
No. of
respondents
Once in a month 6
Twice in a month 12
More than once 7
25
Theme 2: Departure and / or arrival time was not more convenient of Ryanair
2. According to your view,
Departure and / or arrival
time was more convenient
of Ryanair?
No. of
respondents
Highly agree 3
7

Agree 5
Neutral 2
Disagree 10
Highly disagree 5
25
Theme 3: 5 minutes need to waited in line of Ryanair security check point
3. Please indicate how long
you need to waited in line
of Ryanair security check
point?
No. of
respondents
No wait 5
5 minutes 12
6 to 10 minutes 3
11 to 20 minutes 5
25
Theme 4: Respondent are not satisfied with the price of ticket of Ryanair
4. Are you satisfied with
the price of ticket of
Ryanair?
No. of
respondents
Highly satisfied 3
Satisfied 5
8

Neutral 2
Dissatisfied 10
Highly dissatisfied 5
25
Theme 5: Quality services more important for you as compare to price.
5. Is quality services more
important for you as
compare to price
No. of
respondents
Yes 15
No 10
Do not know 0
25
Theme 6: If the airfare of Ryanair is higher than others then respondents choose the same
airline still because of quality services.
6. If the airfare of Raynar is
higher than others would
you choose the same airline
still because of quality
services.
No. of
respondents
Yes 13
No 10
Do not know 2
9

25
Theme 7: Food served in Ryanair is satisfactory
7. What would you think
about food served in
Rayanair?
No. of
respondents
Satisfactory 13
tasty 7
Delicious 5
25
Theme 8: Flight schedule is the factor of Ryanair influence your satisfaction
8 According to your
opinion which factor of
Ryanair influence your
satisfaction?
No. of
respondents
Price 5
Flight schedule 8
impressive services 5
None of the above 7
25
10

Task 3
3.1 Research evaluation techniques
For research evaluation, there are two techniques, that is, quantitative and qualitative.
Quantitative technique is based on numeric form while qualitative is based on non numeric form.
A sample is selected from entire population with the use of random sampling method. With the
use of qualitative techniques, it becomes easy for the investigator to develop deep understanding
related to factor that influence customers satisfaction and dissatisfaction. Questionnaire is used
for collecting primary information which is a structured method. To make research more
effective all the collected information is presented with the help of themes and charts.
3.2 Interpret and analyses result
Theme 1: Twice in the month travel by air.
Interpretation and analysis: From the above chart it reflects that there are 12 respondents who
state that they travel twice in a month by air. On the other hand there are 7 who said that they
travel more than once while 6 replied that they travel only once in a month.
11
Once in a month Twice in a month More than once
0
2
4
6
8
10
12
6
12
7
Column C

Therefore, it is analysed that company can easily there are most of the UKCBC students who
travel through airways in a month. Ryanair airline company need to ensure that they provide
quality services to customers so that they do not swithch to other company for fulfilling their
needs and wants.
Theme 2: Departure and / or arrival time was not more convenient of Ryanair
Interpretation and analysis: The aforementioned chart shows that there are 10 participants who
are highly disagreed and 5 who are only disagreed that Departure and / or arrival time was not
more convenient of Ryanair. On the other hand there are 5 respondents who are agreed while
there are 3 who are highly agreed with the given statements. Further there are 2 respondents who
are neither agreed nor disagreed with the statement.
It is analysed that there are most of the UKCBC customer are highly dissatisfied with the
Departure and / or arrival time. As they think it is not convenient. Therefore, Ryanair need to
ensure that make improvement in the departure and arrival time so that customer not face any
kind of issues related to this. It this issues is not resolved then customer get dissatisfy and not
prefer to book ticket again for the same flight in future.
12
Highly agree
Agree
Neutral
Disagree
Highly disagree
0 1 2 3 4 5 6 7 8 9 10
3
5
2
10
5
Column C

Theme 3: 5 minutes need to waited in line of Ryanair security check point.
Interpretation and analysis: The aforementioned chart shows that there are 12 participants who
said that they need to wait for 5 minutes in line of Ryanair security check point. On the other
hand there are 5 who said they no need to wait while 3 replied that they need to wait for
maximum 10 minutes in line of Ryanair security check point. Further there are 5 others who
replied that they need to wait for 11 to 20 minutes in the line.
From the above result it is analysed that there are most of the UKCBC students who wait mote
than 5 minutes in the security check point. This lead to make them dissatisfy as they need to wait
for longer time. Therefore, firm can provide training and development facility to employees so
that they can easily deliver quality services to customers on time. This lead to increase the
customer satisfaction level and they can easily recommend to other for the same services
Theme 4: Respondent are not satisfied with the price of ticket of Ryanair
13
5
12
3
5
No wait
5 minutes
6 to 10 minutes
11 to 20 minutes

Interpretation and analysis: From the above chart it reflects that there are 10 participants who
are highly dissatisfied and 5 who are only dissatisfied that with the price of ticket of Ryanair.
On the other hand there are 5 respondents who are satisfied while there are 3 who are highly
satisfied with the given statements. While there are 2 who are neither satisfied not dissatisfied
with the price of Ryanair ticket.
It is analysed that there are most of the UKCBC students who are not satisfied with the price of
ticket of Ryanair. Therefore, it is important for the Ryanair airline company to ensure that it
focus on making improvement in price of the ticket. It can use discounting strategies so that
customer can take benefits from them. Along with this company can provide offer to its regular
customer so that they remain satisfied and do not switch to other brand.
14
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied
0
2
4
6
8
10
12
3
5
2
10
5 Column C

Theme 5: Quality services more important for customer as compare to price.
Interpretation and analysis: The aforementioned chart shows that there are 15 participants who
state that Quality services more important for customer as compare to price. On the other hand
there are 10 who replied that no Quality services is not more important for customer as compare
to price.
Hence, it can be stated that there are many respondents who state that quality services are more
important as compare to the price of the products and services. For this purpose company can
focus in improving the services and deliver them to customer on time so that they not get
disappoint with the services. Further it can be stated with the help of quality services company
can easily retain customer for longer time as because at the time of selecting services customer
want to fullfill their minimum expectation. If company get fail in doing so this lead to impact
satisfaction level of customers
Theme 6: If the airfare of Ryanair is higher than others then respondents choose the same
airline still because of quality services.
15
0.5 1 1.5 2 2.5 3 3.5
0
0.5
1
1.5
2
2.5
3
3.5
15
10
Column C

Interpretation and analysis: From the above chart it reflects that there are 13 participants who
state that if the airfare of Ryanair is higher than others then they choose the same airline still
because of quality services. On the other hand there are 10 replied that they prefer to choose
price instead of focusing on quality services. While there are 2 who do not know abut it as they
are confused that what they will choose.
From the above result it is analysed that there are most of the UKCBC students who prefer
impressive services over the price. Hence, it shows that company focus on quality services
instead of focusing on the price. There are many customers who are ready to pay high price for
the services which they demand. Therefore, it is important for the Ryanair to full fill those so that
it can easily retain customers
16
13
10
2
Yes
No
Do not know

Theme 7: Food served in Ryanair is satisfactory
Interpretation and analysis: The aforementioned chart shows that there are 13 respondents who
state that they are satisfied with the food served in Ryanair flight. On the other hand there are 7
who replied that food is tasty while there are 5 who think that food served in flight of Ryanair is
delicious.
Hence, from the above result it is analysed that food which is served in flight is satisfactory.
Therefore, it is important for the Airline company to ensure that food which they serve in the
flight is tasty and hygiene so that customer not get dissatisfied with them. It is important of the
firm to meet the expectation of customers by providing them services according to their needs
and wants
Theme 8: Flight schedule is the factor of Ryanair influence their satisfaction.
17
Satisfactory tasty Delicious
0
2
4
6
8
10
12
14
13
7
5
Column C

Interpretation and analysis: From the above chart it reflects that there are 8 respondents who
state that Flight schedule is the factor of Ryanair influence their satisfaction. On the other hand
there are 7 who replied that impressive services is the factor they lead to increase their
satisfaction level while 5 think that price is satisfaction factor. Further there are 7 think that all
the above factors lead to influenced their satisfaction level.
It is analysed that there are most of the respondents who state that company can focus on
improve its flight schedule as because it is one of the important factor which influence the
satisfaction level of customers. If flight is not on time then it wastes lots of time of customers
which make them disappoint with the services. Therefore, with the help of this it becomes easy
for the firm to ensure that all the factor which influence customer satisfaction must be taken into
considerateness so that satisfaction level of their customer can be enhanced.
3.3 Recommendation
From the above result it is recommended that Ryanair airline company need to make
improvement in its services in order to increase the satisfaction level of customers. There are
many factors which lead to dissatisfy the customers. The below mentioned are the few strategies
which Ryanair can adopt in order to increase satisfaction level.
Ryanair can improve its pricing policy for attracting the large number of customers. Through
keeping discounts in festive season help company in increasing the satisfaction level. Along with
18
0.5 1 1.5 2 2.5 3 3.5 4 4.5
0
1
2
3
4
5
6
7
8
9
5
8
5
7
Column C

this company can provide offer to its regular customer so that they remain satisfied and do not
switch to other brand.
Further, Ryanair company can focus on improving the services so that they can easily grab the
attention of large number of customers. Staff of airline company need to provide training facility
so that they can easily deliver quality services to the customers. Further, if employees are trained
then they can easily communicate with customer and deal with complex situation. From the
result it is analysed that customer focus on quality services instead of price. So it is one of the
essential factor on which improvement can be done by the Ryanair.
Further, from the above finding it is analysed that security check point take lots of time which
make customer dissatisfy. Therefore, Ryanair airline company can make changes in its security
check point so that customer's not need to wait for longer time.
Further it is recommended that departure and arrival time of Ryanair is also not convenient for
this purpose airline company need to ensure that its strictly follow the departure and arrival time.
However, in any case such as due to bad weather if there is delay then it need to make sure that
customer get information about it so that they can manage accordingly.
The above mentioned strategies are effective and helpful for the Ryanair company in order to
increase the satisfaction level of customer and make huge profits.
Task 4
4.1 Presenting outcome in a poster format
19

4.1 Presenting outcome in a poster format
Here given below presenting the interpretation of collection of data made on basis of them
Theme
Theme 1: Twice in the
month travel by air.
Interpretation and analysis:
From the above chart it
reflects that there are 12
respondents who state that
they travel twice in a month
by air. On the other hand there
are 7 who said that they travel
more than once while 6 replied
that they travel only once in a
month.
Therefore, it is analysed that
company can easily there are
most of the UKCBC students
who travel through airways in
a month. Ryanair airline
company need to ensure that
they provide quality services
to customers so that they do
not swithch to other company
for fulfilling their needs and
wants.
Theme 2: Departure and /
or arrival time was not more
convenient of Ryanair
Interpretation and analysis:
The aforementioned chart
shows that there are 10
participants who are highly
disagreed and 5 who are only
disagreed that Departure and /
or arrival time was not more
convenient of Ryanair. On the
other hand there are 5
respondents who are agreed
while there are 3 who are
highly agreed with the given
statements. Further there are 2
respondents who are neither
agreed nor disagreed with the
statement.
It is analysed that there are
most of the UKCBC customer
are highly dissatisfied with the
Departure and / or arrival time.
As they think it is not
Theme 3: 5 minutes need to
waited in line of Ryanair
security check point
Interpretation and analysis:
The aforementioned chart
shows that there are 12
participants who said that they
need to wait for 5 minutes in
line of Ryanair security check
point. On the other hand there
are 5 who said they no need to
wait while 3 replied that they
need to wait for maximum 10
minutes in line of Ryanair
security check point. Further
there are 5 others who replied
that they need to wait for 11 to
20 minutes in the line.
From the above result it is
analysed that there are most of
the UKCBC students who wait
mote than 5 minutes in the
security check point. This lead
to make them dissatisfy as they
20

convenient. Therefore, Ryanair
need to ensure that make
improvement in the departure
and arrival time so that
customer not face any kind of
issues related to this. It this
issues is not resolved then
customer get dissatisfy and not
prefer to book ticket again for
the same flight in future.
need to wait for longer time.
Therefore, firm can provide
training and development
facility to employees so that
they can easily deliver quality
services to customers on time.
This lead to increase the
customer satisfaction level and
they can easily recommend to
other for the same services
Theme 4: Respondent are
not satisfied with the price of
ticket of Ryanair
Interpretation and analysis:
From the above chart it
reflects that there are 10
participants who are highly
dissatisfied and 5 who are only
dissatisfied that with the price
of ticket of Ryanair. On the
other hand there are 5
respondents who are satisfied
while there are 3 who are
highly satisfied with the given
statements. While there are 2
who are neither satisfied not
dissatisfied with the price of
Ryanair ticket.
It is analysed that there are
most of the UKCBC students
Theme 5: Quality services
more important for customer
as compare to price
Interpretation and analysis:
The aforementioned chart
shows that there are 15
participants who state that
Quality services more
important for customer as
compare to price. On the other
hand there are 10 who replied
that no Quality services is not
more important for customer
as compare to price.
Hence, it can be stated that
there are many respondents
who state that quality services
are more important as compare
to the price of the products and
services. For this purpose
Theme 6: If the airfare of
Ryanair is higher than others
then respondents choose the
same airline still because of
quality services.
Interpretation and analysis:
From the above chart it reflects
that there are 13 participants
who state that if the airfare of
Ryanair is higher than others
then they choose the same
airline still because of quality
services. On the other hand
there are 10 replied that they
prefer to choose price instead
of focusing on quality services.
While there are 2 who do not
know abut it as they are
confused that what they will
21

who are not satisfied with the
price of ticket of Ryanair.
Therefore, it is important for
the Ryanair airline company
to ensure that it focus on
making improvement in price
of the ticket. It can use
discounting strategies so that
customer can take benefits
from them. Along with this
company can provide offer to
its regular customer so that
they remain satisfied and do
not switch to other brand.
company can focus in
improving the services and
deliver them to customer on
time so that they not get
disappoint with the services.
Further it can be stated with
the help of quality services
company can easily retain
customer for longer time as
because at the time of selecting
services customer want to
fullfill their minimum
expectation. If company get
fail in doing so this lead to
impact satisfaction level of
customers
choose.
From the above result it is
analysed that there are most of
the UKCBC students who
prefer impressive services over
the price. Hence, it shows that
company focus on quality
services instead of focusing on
the price. There are many
customers who are ready to
pay high price for the services
which they demand. Therefore,
it is important for the Ryanair
to full fill those so that it can
easily retain customers
Theme 7: Food served in Ryanair is satisfactory
Interpretation and analysis: The aforementioned chart shows that there are 13 respondents
who state that they are satisfied with the food served in Ryanair flight. On the other hand there
are 7 who replied that food is tasty while there are 5 who think that food served in flight of
Ryanair is delicious.
Hence, from the above result it is analysed that food which is served in flight is satisfactory.
Therefore, it is important for the Airline company to ensure that food which they serve in the
flight is tasty and hygiene so that customer not get dissatisfied with them. It is important of the
firm to meet the expectation of customers by providing them services according to their needs
and wants
Theme 8: Flight schedule is the factor of Ryanair influence their satisfaction
Interpretation and analysis: From the above chart it reflects that there are 8 respondents who
state that Flight schedule is the factor of Ryanair influence their satisfaction. On the other hand
22

there are 7 who replied that impressive services is the factor they lead to increase their
satisfaction level while 5 think that price is satisfaction factor. Further there are 7 think that all
the above factors lead to influenced their satisfaction level.
It is analysed that there are most of the respondents who state that company can focus
on improve its flight schedule as because it is one of the important factor which influence the
satisfaction level of customers. If flight is not on time then it wastes lots of time of customers
which make them disappoint with the services. Therefore, with the help of this it becomes easy
for the firm to ensure that all the factor which influence customer satisfaction must be taken
into considerateness so that satisfaction level of their customer can be enhanced.
23

References
Books and Journal
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Appendix
Name
Age
1.) How often do you travel by air?
 Once in a month
 Twice in a month
 More than once

2. According to your view, Departure and / or arrival time was more convenient of Ryanair?
 Highly agree
 Agree
 Neutral
 Disagree
 Highly disagree

3. Please indicate how long you need to waited in line of Ryanair security check point?
 No wait
 5 minutes
 6 to 10 minutes
 11 to 20 minutes

4. Are you satisfied with the price of ticket of Ryanair?
 Highly satisfied
 Satisfied
 Neutral
 Dissatisfied
 Highly dissatisfied

5. Is quality services more important for you as compare to price
Yes
26

No
Do not know
6. If the airfare of Raynar is higher than others would you choose the same airline still because
of quality services.
 Yes
 No
 Do not know
7. What would you think food served in out Raynair?
Satisfactory
tasty
Delicious
8 According to your opinion which factor of Ryanair influence your satisfaction?
Price
Flight schedule
impressive services
All of the above
27