Customer Satisfaction Research Project

This project investigates customer satisfaction levels among college students using budget airlines. It includes a detailed analysis of survey data, identifying key factors influencing satisfaction, and offers recommendations for service improvement. The research highlights the importance of timely service delivery and food quality in enhancing customer experiences.

RESEARCH PROJECT
1

Table of Contents
Introduction......................................................................................................................................3
Task 1: LO1.....................................................................................................................................3
1.1 Formulating and recording outline of the research project........................................................3
1.2 Identifying the factors that contribute to the process of research selection...............................4
1.3 Undertaking a critical analysis on ‘customer satisfaction’ and ‘influential factors on customer
satisfaction’......................................................................................................................................4
1.4 Producing specification on the research project........................................................................5
1.5 Providing specific plan and procedure for research specification.............................................6
Task 2 LO2......................................................................................................................................7
2.1 Matching of resources efficiently to the research questions or hypothesis along with the
relationship between research resources and resources questions...................................................7
2.2 Undertaking of the research investigation in accordance to the agreed specifications and
procedures........................................................................................................................................7
2.3 Recording and collaboration of data..........................................................................................8
Task 3: LO3.....................................................................................................................................8
3.1 Using proper ‘research evaluation techniques’..........................................................................8
3.2 Interpreting and analysing results..............................................................................................8
3.3 Making suitable recommendations on customer satisfaction..................................................18
Task 4: LO4...................................................................................................................................19
4.1 Using a format as well as appropriate media to represent outcomes.......................................19
Appendix 2: Survey questionnaire...................................................................................................5
2

Introduction
Development of a research work is based on the better understanding of the factors and the
smooth operation of the workers and the researcher. It is evident that the better maintaining of
the structure of research work maintains the success rate of the research work. It is better
understood that the following of the strategy in the research work marks the opportunity to reach
the most of the success rate required for the completion of the work. Research work below
contains the smooth combination off the formatting of the outline and the research project. The
task 1 of the research work includes the aims and objectives of the research for the better
understanding of the situation and the criteria for the preparation of the work. The better support
of the research work also depends upon the use of the hypothesis at its best in respect to the
completion of the work and the other task includes the other structure necessary for the
completion of the research work in best possible manner.
Task 1: LO1
1.1 Formulating and recording outline of the research project
The research conducted in this project will be based on the aim for the better understanding of
the satisfaction level of the customer using low budgeted flight in daily basis. It should be better
understood that the issue in the satisfaction level is directly correlated with the service provided
by the airlines to the customers of their flight. It should be clearly understood that the rise in the
better understanding of the situation also is included as the objective of the research work.
The research objective of the research project includes the better understanding of the situation
that marks the rise in the better following of the situation. The research objective also includes
the reason behind the availing off the low budgeted jet in travelling; In addition to prevision
objective the satisfaction level of the customers will also be accessed. And last but not the least
the objective of the research will also identify the satisfaction of the customers in the availing of
the airlines for the daily journey
The research did undergo limitations while completing the research work. Time was the biggest
factor that marked the hindrance in the completion of the work. It is evident that the research
work also faced the limitation in the availability of budget. The appropriate use of the
organizational resource was also an issue in the completion of the research.
The completion of the project underwent primary source of data collection. The primary source
of data collection presented loss of much valuable time and support. However, on the on the
3

other hand the support and the use of the secondary data collection would have led questions on
the reliability of the information gathered for the smooth operation of the work.
1.2 Identifying the factors that contribute to the process of research selection
As supported by Liu et al. (2016, p.715), the use of the supposed or proposed explanation for a
situation is called hypothesis. The knowledge that can be gained from the using of the hypothesis
will be based on concerned topic that is to differ slightly in actual. However the part of the
hypothesis is hypothesis used for the research may face ethical issues in the consideration of the
work. The aim of the hypothesis is topn make a base on the construction of research work which
can be made useful for the smooth completion of thee work. The hypothesis in a research work
determines the skill of the researcher. Determination of real answers with the base of hypothesis
demands skill in particular. The terms of references used in the research work includes the use of
survey questionnaire for the student who includes the travel of low budget airlines in frequent
basis. On marketing the stage of duration, the time limit demanded much of the area for the
completion of the survey with 20 participants. The duration also marked large issues in the
format of completion of the research among the universe of the students. The smooth completion
of the researches mostly got affected because of the time limit. As a factor, the ethical issue
faced mentioned the issues regarding the asking of the consent of the people in the colleges for
the better understanding of the situation. The situation of the people in the terms of availing them
free right to keep information secret also posed limitation in the completion of thee research. The
objective of the research marked the ethical issues in allowing them pass or not the survey at any
moment of time.
1.3 Undertaking a critical analysis on ‘customer satisfaction’ and ‘influential factors on
customer satisfaction’
As supported by Palmer et al. (2016, p.483), marketing term that marks the description of the
measure that determine the service and the product supplied to the people of the society. The
service and the product provide by the organization to the customers of the society marks the rise
in the customer satisfaction of the society. It is evident that rises in the smooth operation of the
organization is greater understood by the better providing of the service care. As mentioned by
Ceric et al. (2016, p.5660), the customer satisfaction is determined ad is sensitive to the
operation of the organization. The sensitivity towards the service provided and the product
provided is termed as the influential factors of the customer satisfaction. The customer
4

satisfaction level can be better understood from the service and the product provided to them in
order to fulfil the need of the customer in the market. As supported by Pitt et al. (2016, p.457),
the success of the organization and the rising of the reputation of an organization depends
directly on the satisfaction of the customer in the society. In terms of the research topic and case
study the low budget airlines in the society may maintain the proper manner of providing care for
the better supporting of the customer satisfaction. In the article of “Customer Satisfaction” by
Rana Mostaghel, the support of the customer satisfaction is better maintained by the product and
the services to them at the time of need. The support of the organization is better managed
through the mounting of the timely delivery of the services and the proper marinating if the food
and service quality. However, as argued by Lo et al. (2016, p.370), the customer satisfaction not
only is based on the quality and time delivery of the product and services but also depends upon
the behaviour towards the operation of the organization and the needs of the people and customer
availing for the services and the products.
Customer satisfaction model support that the customer satisfaction is better directly related to the
market share and the profit of the organization. The better customer satisfaction marks the
smooth development of the organization. On the other hand as supported by Greenland et al.
(2016, p.55), the smooth operation of the organisation not only is dependent upon the customer
satisfaction. The type of service provided also determines the market share indirectly.
1.4 Producing specification on the research project
The research will be based on the better understanding of the customer satisfaction in the society
in the availing of the low budget airlines. The research will be conducted based on the case study
that is marked by students of the society who claimed on the dissatisfaction on the service
provided by the airlines. The work will be based on the satisfaction level off the customer of the
society.
The study and the research will further help in the better understanding of the satisfaction level
of the customers in the society. It would further help in the better understanding of the level of
service provided by the authority to the customers.
The aims of the research will be in understanding of the level of the satisfaction that customer of
the society have. The aim will also include the better understanding of the way that can make the
customer more satisfied. The objective of the research will be based on the better understanding
of the reason behind the availing of the low budget airlines. The questions are phrased depending
5

on the objectives sorted in above. The research work will be based on the following of the
customer satisfaction model in proper manner. The following of the model would help in the
better understanding of the satisfaction level of the customer and the profit of the organization.
The research work will also be based on the smooth understanding of the relation between the
two variables of the research work. The research work will include the customer satisfaction the
service provided by the airlines as the variables of the research work.
The research will use the survey for the completion of the research. The philosophy, design and
approach will be positivism, descriptive and deductive respectively. The researcher may face the
ethical issues in the completion of the research work. The better understanding of the research
work will be based on the proper use of the consent and other permission for the completion of
the research work. The research will be totally reliable and with validity for the further help of
the readers.
1.5 Providing specific plan and procedure for research specification
As mentioned by Berezina et al. (2016, p.23), the opportunity of the research work is better
understood by the smooth development of the format of the research work. The smooth
development of the research is better maintained by the identification of the issues in the society
the identification of the issues is followed by the issues it is creating now and the third part
describes the importance of the research on the topic provided. The issue that is mentioned in the
research is unsatisfactory service provided by the low budget airlines. The research also marks
the importance of being reliable in nature and with validity. The monitoring and reviewing of the
research work mark the rise in the quality of the research. The strategy used in the completion of
the work is based on the survey done on based on the case study provided.
The research is based on the quantitative form with the inclusion of numbers and values in
percentage determining the values and the ideas of the customer. The research work provided is
original in nature and provides better information for the development of the research work. The
methodology of the research work marks the use of the descriptive method with deductive
approach and positivism philosophy for the better management of the research work.
6

Task 2 LO2
2.1 Matching of resources efficiently to the research questions or hypothesis along with the
relationship between research resources and resources questions
The resources of the research are those information and data specifically gathered in order to
carry out the research in a more effective and authentic way. According to the observations of
Hitt et al. (2016, p.93), basically for carrying out quantitative research analysis, both primary and
secondary data could be gathered where the primary data collection tools include survey
questionnaire, audio tape recorders for recording voices and video calling for interviews. In
words of Yoon, (2016, p.79), similarly, for secondary research analysis, data collection tools
include case studies, journal and relevant articles. In order to carry out the quantitative research
analysis on the customer satisfaction of the college students, relevant data and information using
survey questionnaire has been gathered. The survey has been conducted on few of the
respondents for which a questionnaire had been designed containing 10 questions and based on
that the research had been conducted.
As per the views of Höffner et al. (2016, p.25), research questions are highly focused questions
which are used to address any one component or concept of hypothesis whereas hypothesis is
utilised for stating the relationship between the two variables. Based on these research questions,
hypothesis is conducted for the entire study. Without framing the research questions, no
hypothesis can be undertaken since the relationship among the variables would not be clear.
Contradicting these phenomena, research resources refer to those sources through which the
hypothesis and the answers to these research questions are being received.
2.2 Undertaking of the research investigation in accordance to the agreed specifications
and procedures
While conducting the hypothesis, various kinds of data had been collected from the respondents
regarding their customer satisfaction while flying abroad using the services of easy Jet and Ryan
air. Conducting this research, it could be also noted that there arose some methodological
problems for example bias and control of variables along with reliability and validity issues.
According to the opinions of Balouchestani and Krishnan (2016, p.119), the bias arises at the
time of conducting survey and reliability issues as such describes the level of authentication the
researcher guarantees while performing the project. Researcher has proven that the data and
information gathered contain no bias and contain the authentic replies received from the
7

respondents or college students. It has been accumulated through the survey analysis on 20
college students based on a questionnaire containing 10 questions. The researcher had provided
enough assurance that the research conducted is based on true evidences and answers received
from the respondents.
(Refer to Appendix 2 for Questionnaire)
2.3 Recording and collaboration of data
In order to analyse the data for quantitative analysis of the research, it had been observed that
based on the survey questionnaire, necessary findings and analysis had been done using
percentage calculations and frequency tables. As per the views of Falcoz et al. (2016, p.608), if
the research would have been qualitative, transcripts of the interview session would have
provided within the research. The variables both dependent and independent have been
relevantly compared to each other based on which trend analysis and forecasting could be done.
Several coding techniques could be used for carrying out the research analysis.
Task 3: LO3
3.1 Using proper ‘research evaluation techniques’
The research conducted above on the customer satisfaction of using the services of budget
airlines for making abroad tourism had been successful to some extent. Based on the analysis to
be conducted along with the stated aims and objectives, the outcomes have been evaluated and
conclusions had been drawn out based on the customer satisfaction. Proper findings and
evidences have been derived from the analysis which had been conducted considering 20
college students who had used the services delivered by the easy Jet and Ryan air.
3.2 Interpreting and analysing results
While conducting qualitative researcher would have conducted interview and interpret the
analysis with the transcripts containing the quoted replies of the students regarding the customer
satisfaction. Since, the researcher has conducted quantitative analysis, hence the researcher
framed a questionnaire of ten questions and the sample size had been taken as 20 which were
decided by applying simple random sampling technique.
Question 1: What is your age?
Age limits Total respondents No. of respondents Percentage of
respondents
8

12- 15 years 20 4 20
15-18 years 20 6 30
18-21 years 20 10 50
Table 1: Age composition
Figure 1: Age composition
Analysis: Among these respondents, the major section of individuals who enjoyed the services
and apparently has answered to the questions of the questionnaire had been of 18-21 years.
Hence, 50% of the respondents seemed to belong to the age group of 18-21 years.
Question 2: What is your gender?
Gender Total respondents No. of respondents Percentage of
respondents
Male 20 12 60%
Female 20 8 40%
Table 2: Gender distribution
From the above analysis, it could be seen that most of the college students who had been
interviewed are mainly belonging to male section. Almost 60% of the respondents who have
answered to the questions were male individuals. These individuals eventually enjoyed the
9

services of budget airlines.
Figure 2: Gender distribution
Analysis: From the above analysis, it could be seen that most of the college students who had
been interviewed are mainly belonging to male section. Almost 60% of the respondents who
have answered to the questions were male individuals. These individuals eventually enjoyed the
services of budget airlines.
Question 3: What is your monthly income?
Income range Total respondents No. of respondents Percentage of
respondents
￡5000 -￡10000 20 7 35%
￡10000 -￡15000 20 8 40%
Above ￡15000 20 5 25%
Table 3: Monthly income
10

Figure 3: Monthly income
Analysis: The monthly income of the respondents who had been interviewed had been earning
the income of ￡ 10000 - ￡ 15000 per month. It could be deduced from the above findings that
almost 40% and 35% of the individuals earned minimum salary of ￡10000 -￡15000 and ￡5000 -
￡10000 respectively.
Question 4: Do you like enjoying tours at different places?
Options Total respondents No. of respondents Percentage of
respondents
Yes 20 15 75%
No 20 5 25%
Table 4: Frequency enjoying travel and tourism
11

Figure 4: Frequency enjoying travel and tourism
Analysis: To this question, most of the respondents or the college students who have been
surveyed had been talked in favour of enjoying tours at different places situated abroad.
According to their perceptions, the only constraint they faced while travelling abroad had been
income which is quite low for them to make luxurious tours. Due to this income hindrance, in
spite of demanding for making tours abroad they could not achieve it which induced them to
receive services from budget airlines. Almost 75% of the respondents, agreed to making of tours
abroad.
Question 5: How many times did you make abroad tours using services of budget airlines?
Frequency Total respondents No. of respondents Percentage of
respondents
Once 20 3 15%
Twice 20 4 20%
More than twice 20 13 65%
Table 5: Frequency of making tours
12