Factors Influence Consumer Satisfaction at Airline Industry

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Research Project
Table of ContentsTITLE:.............................................................................................................................................1INTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................11.1 Record possible research outlines....................................................................................11.2 Factors that contribute to the process of research project selection.................................31.3 Critical review of key references......................................................................................31.4 Research project specification..........................................................................................61.5 Appropriate plan and procedures for the agreed research specification...........................7TASK 2............................................................................................................................................92.1 Match resources efficiently to the research question or hypothesis.................................92.2 Proposed research investigation in accordance with the agreed....................................10specification and procedure.................................................................................................102.3 Record and collect relevant data where appropriate.......................................................11TASK 3..........................................................................................................................................123.1 Use of appropriate research evaluation technique for study..........................................123.2. Interpret and analyse the results in terms of the original research specification...........143.3 Make recommendations and justify areas for further consideration..............................22TASK 4..........................................................................................................................................23Covered in Poster.................................................................................................................23CONCLUSION..............................................................................................................................23REFERENCES..............................................................................................................................25
TITLE:To determine the factors that influence consumer satisfaction at airline company. A studyon Ryanair Airlines.INTRODUCTIONCustomers refers to the individuals who are ready to avail services or purchase productsfrom consumers. Hence services and products must be provided according to requirement ofconsumers. These days, there are changes which are taking place in external market, so it isessential to make alterations according to requirements. This helps to provide satisfaction toconsumers and they are ready to avail services from them.These days business operations areexpanding from one place to globalise level, so in this digitalisation helps to communicate withworkforce and employees of organisation (Bayraktar and et. al., 2012).Digitalisation isessentials because this provides ease in delivering information related to products and services toconsumers and make synchronisation in business operations performed by workforce. This reportis based on Ryanair Airlines. This is the organisation which is an Irish low cost airlinesassociation. This organisation was established in 1984 having head quarter in Ireland. In thisresearch, there is discussion about formulation of person specification, implementation ofprocedure and research specification and at last evaluation of research outcome.TASK 11.1 Record possible research outlinesAs the title suggests, this research project will be focusing around how specific factorscan affect the customer’s satisfaction at the airline company Ryanair Airlines. The airlinecompany Ryanair Airlines is one of the most successful airlines; this is mainly because RyanairAirlines provides budget services to the customers.Research Background: The whole of the research project is focussed on the topic‘Factors influencing the customer satisfaction of the Ryanair Airlines’. This research project willanalyse the different types of customer satisfaction and the factors that make the overallcustomer satisfaction really good in a company (Bayraktar and et. al., 2012).Researcherwillresearch why having a really good customer satisfaction is essential in an business and what theeffects of having a bad customer satisfaction can lead to and how it can be improved. In thiscase, Ryanair Airlines offer low cost air plane tickets. This makes the customer satisfaction quite
high as cheap air plane tickets can extend on a wider audience. Ryanair Airlines should providewhat is promised, if the tickets are low, then the food shouldn’t be too expensive on the planeitself, if it is expensive then the customer’s may not really enjoy the expensive food and drinks,which decreases the customer satisfaction.In this research, there is discussion about factors which give negative or positive impacton customer satisfaction.As there are many changes which are taking place in externalenvironment, it affects consumer satisfaction. Ryanair Airlines is the organisation which deals inairline services, so it is important to make changes in services according to demand ofconsumers. Hence in order to provide satisfaction to consumers it is essential to communicateproperly with the help of increase sales and provides. Data has been collected through primaryand secondary sources to research to the conclusions (Chen, 2012).As it is known, customer satisfaction is very important in every aspect. Having reallygood customer satisfaction can make a positive impact on the company, and if consumers have abad customer satisfaction then it gives negative impact on the company. Because of the raise oftravel and tourism, there was obviously an increase in the Airline services. Therefore, RyanairAirlines has to keep up with every aspect of the business, including this research project’s topic,customer satisfaction.Ryanair Airlines provide low cost flights; this is one reason of thecustomer satisfaction; however that isn’t the only factor that comes to satisfaction level ofcustomer.There is also the factor of service on the plane, comfort, food and drinks prices andmany more. There are various aspects which affect the performance of the business such as thecompetition level, satisfaction level of the customers and other factors (Arif, et. al., 2013). So inorder to avoid a slow performance for Ryanair Airlines, there needs to be careful analysis onvarious factors that surround customer satisfaction. There are various factors which affect thesatisfaction level of the customers and these factors include price of the services, quality of theservice, frequency of the services, brand name of the company and network of the services(Chow, 2014).Aim:To analyse different factors that are responsible for the negative and positive impact overthe customer satisfaction at an airline company. A study on Ryanair Airlines.Objectives:To understand the concept of customer satisfaction.
To understand the impact of change in level of consumer satisfaction on Ryanair Airlines.To evaluate the factors that result in the change of customer satisfaction in RyanairAirlines.Questions:Do you understand concept of customer satisfaction?What are the reasons which affects level of consumer satisfaction?What are the factors which results in the change of customer satisfaction in RyanairAirlines?1.2 Factors that contribute to the process of research project selectionThis research is based on factors which affects consumer satisfaction in tourism sector.This topic is selected because there are many changes which are taking place in tourism sector.Hence it is interesting to understand and analyse changes that affects consumer satisfaction.There are some factors which contributes in selecting this research topic: people, problems,phenomena, program. With the helps of these factors, researcher is able to analyse scope ofperforming research activities (Grissemann and Stokburger-Sauer, 2012). Apart from this thereare some other factors which contributes in selecting this topic which are discussed as under-Analysing changes taking place in demand of consumers.Services provided by travel and tourism organisations.Technological changes taking place in external market.Potential scope of growth for travel and tourism sector.This topic is concurrent to recent market and have wide scope so it is easy to performresearch by analysing external market. There is the scope of the topic which is quite wide and initself covers different aspects of business environment. With selecting this topic, researcher isable to analyse change in trend and its impact on alterations in services offered by RyanairAirlines. Hence this topic is wide and interesting, so researcher can easily collect informationfrom respondents. This motivates researcher to select this topic and in-depth analyse can bedone.1.3 Critical review of key referencesThe overall concept of customer satisfactionCustomer satisfaction refers to providing up to the mark services which is relevant forgetting success in industry. According to Megha Rajeev, total number of consumers who gives
positive response towards product or services to consumers. There are possibilities thatconsumers gives negative impact, hence in this case there are possibilities of low goodwill whichaffects its presence in industry. In order to provide satisfaction to consumers, managers ofRyanair Airlines has to make changes in services according to demand of consumers. Thesedays, there is more trend for travelling from one place to another, hence tourism businessorganisations has to be alter their products and services. In case of Ryanair Airlines, mangers hasto take feedback regarding quality of services, additions which consumer need, level of comfort,facilities, etc. By keeping these factors in mind, it is easy to provide satisfaction to consumers.All businesses have the same thing in common, and that is customer satisfaction, this is the mostimportant factor in a business, depending on the customer’s satisfaction a business can either bevery successful or not as successful as others.As there is much competition in travel and tourism business, so it is essential to makesome changes in working style which helps to compete with them and make long term relationswith consumers. As per above mentioned factors, if managers of Ryanair Airlines are able to getachieve above mentioned components, then customer satisfaction can be achieved. Whenconsumers are satisfied, then there are less possibilities that they prefer to avail services fromcompetitive brand.The impact of change in level of consumer satisfaction on Ryanair AirlinesIn tourism business, there is trend for growth and development of business. There aremany changes which are taking place in industry because people visits for different reasons. Ascompared to past years, there are different reasons such business tour, education trips, familyouting, etc. for which people prefers to visit from one place to another. Hence managers ofRyanair Airlines has to analyse demand for which consumers avail services such as distance,comfort, customised services, etc. As per demand airlines organisation has to make changes intheir services, this makes them competent to other organisation. According toHill andAlexander, 2017.in current trends solo trips, wellness trips, cruise travelling, etc. are someemerging options which are current trends in travel and tourism industry. There is positiveimpact on growth Ryanair airlines due to consumer satisfaction because satisfied consumer isready to avail services in future and they makes promotion of brand. While unsatisfiedconsumers do not prefer brand and does not recommend to their peer members.
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