Customer Satisfaction in Travel and Tourism Sector - Doc

Research Proposal

TABLE OF CONTENTS
Overview of the study............................................................................................................3
Research aim and objectives..................................................................................................3
Research questions.................................................................................................................3
Rationale of the study.............................................................................................................4
Significance of the study........................................................................................................4
Literature review....................................................................................................................4
Research methodology...........................................................................................................5
Research limitations...............................................................................................................6
Timeline.................................................................................................................................7
REFERENCES...........................................................................................................................9

Topic: To investigate factors that impact customer satisfaction level in the context of travel
and tourism sector: A study on Turkish Airlines
Overview of the study
In the recent times, there are several firms which involved in offering airline services
to the customers at low prices. Now, it is filled up with high competition level which in turn
closely influences performance of firm in monetary terms. Hence, in such situation business
unit needs to make focus on building and enhancing the level of customer satisfaction.
Moreover, dissatisfied customers may result into loss of profitability and thereby overall
growth (Tanomsin and Chen, 2018). The present study is based on Turkish Airlines which
offers air services to the customers and provides customers with unique travel experience. By
doing assessment, it has identified that business unit is facing issue pertaining to lower level
of customer satisfaction. In this, research proposal will shed light on the factors that impact
satisfaction level of customers through literature. Further, it also presents methods which will
be used for identifying causes associated with negative customer satisfaction. Along with
this, it also highlights time frame within which study will be completed.
Research aim and objectives
The aim behind initiating current study is to assess the factors which influence
satisfaction level of Turkish Airline’s customers.
Objectives: On the basis of above aim following objectives have been drafted which
in turn helps in resolving issue more effectually.
 To understand term pertaining to customer satisfaction.
 To identify positive and negative factors that impact satisfaction level of customers
with regards to Turkish Airlines.
 To assess challenges that associated with the aspect of customer satisfaction.
 To recommend ways to Turkish Airlines in relation to enhancing the level of
customer satisfaction.
Research questions
In the field of research, scholar is required to develop suitable questions by taking into
consideration aim and objectives.