Customer's Satisfaction and Research Project Outline Specifications
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Added on 2020-07-22
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1 1.2 Factors that have contributed to the process of research project selection2 1.3 Literature review regarding the customer's satisfaction andthe different influential factors of customer's satisfaction. 5 Task 28 2.1 What are the different resources in order to carry out the research and the relationship between the research resources and research question (500) 8 2.2 Questionnaire to collect the data from the respondents.8 2.3 Records of the respondents from the survey. 9 Task 311 3.1 Data analysis techniques 11 3.2 Data analysis and interpretation)11
Customer's Satisfaction and Research Project Outline Specifications
Added on 2020-07-22
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Table of ContentsINTRODUCTION...........................................................................................................................1Task 1 ..............................................................................................................................................11.1 Research project outline specifications......................................................................................11.2 Factors that have contributed to the process of research project selection.......................21.3 Literature review regarding the customer's satisfaction and the different influential factorsof customer's satisfaction........................................................................................................21.4 Appropriate methods for the research methodologies......................................................41.5 Appropriate plan and procedures for the agreed research specification...........................5Task 2 ..............................................................................................................................................82.1 What are the different resources in order to carry out the research and the relationshipbetween the research resources and research question (500).................................................82.2 Questionnaire to collect the data from the respondents....................................................82.3 Records of the respondents from the survey. ..................................................................9Task 3.............................................................................................................................................113.1 Data analysis techniques.................................................................................................113.2 Data analysis and interpretation (500)............................................................................113.3 Conclusion and recommendation ..................................................................................15
INTRODUCTIONCustomer satisfaction is one of the important factor which plays significant role in thesuccess of the organisation. If he customer is satisfied with the venture, then firm can able to sellmore products and services and able to earn more profit. Customer satisfaction is the marketingterm where marketer measures that how the goods and services is being supplied to the customerin order to cater their needs and wants. Customer satisfaction refers to the total percentage ofcustomers who reportedly achieve the satisfaction level by consuming a particular product orservice. This term is very much significant for the marketers because it helps them to serve themetric by which they can enhance and manage the business activities and operations. Task 1 1.1 Research project specifications.Research aimKey objective of a researcher is “To analyse different influential factorsof customer'ssatisfaction: A case study of Easy-jet and Ryanair”Research objectivesTo explore the concept of customer's satisfactionTo determine the impact of customer satisfaction on organisation performanceExploring the various factors which have a great impact over the customer satisfactionSuggesting effective strategies through which an organisation can develop customersatisfactionResearch questionWhat is customer satisfaction?What is the impact of customer satisfaction on organisation's performance? What are the various factors influencing customer satisfaction?What are the different strategies through which organisation can enhance their customer'ssatisfaction?1
1.2 Factors that have contributed to the procedure selecting a research projectThere are many factors that influenced the selection of the research topic. He haveanalysed that customer satisfaction plays very important role in the success of a organisation.Researcher have proper and relevant knowledge and information about the customer'ssatisfaction and this is the primary reason he or she have selected the same subject. Other thanthat investigator want to conduct more depth analyse about the subject so that he or she find thedifferent reason why the customers are satisfied or dis-satisfied with the organisation, this is thesecond reason that researcher have selected the subject. With that researcher want to explore andsuggest the different strategies to the organisation Easy-jet and Ryanair by which they can servehigh level of satisfaction to the customers. 1.3 Literature review regarding the customer's satisfaction and the different influential factors ofcustomer's satisfaction.Concept of customer's satisfactionAccording to the view of (Cha and Jang, 2016). It is being known that organisationactivities and operations starts with the customers and ends with the customers. Firm producegoods and serve services to the customers in order to cater their needs and wants. Thus, it can besaid that customer are the King of the market. All the business image, enhancement, image,status etc. are dependent on the clients. Hence, it is very much significant for the organisation tomeet the customer's expectation and identify their needs in order to satisfy them. Customersatisfaction is the measure of how the needs and responses are collaborated and delivered toexcel customer expectation. In the contradicting view of Agnihotri and Krush, (2016) Customer satisfaction is aninternal element of customer’s experience that exposes a supplier’s behaviour on customer’sexpectation. This can be attained when the organisation have good relationship with thecustomers. As it being known that, there are large number of competitors in the market, and it isvery significant for the venture to have customer's satisfaction which helps them to bedifferentiate from the different market players. Satisfaction is being linked with the differentaspects such as production activities, marketing of the product and services, quality of material,customer's response towards the venture, completion of the different projects, complainmanagement, post delivery services etc. 2
Impact of customer's satisfaction on organisation performanceAccording to the view of Saeidi and Saaeidi, (2015) it have been known that customer'ssatisfaction is the most important element for the success of venture. This is because all thebusiness activities and operations are being done in order to serve high level of satisfaction to thecustomers. If the venture is producing high level of quality products, customers will beimpressed.In the contradicting view of Yoon, (2015) customer's satisfaction is the overall essenceby which company can leave their impression on the customers. This impression which a clientmakes regarding organisation is the sum total of all the procedures that goes through, start fromconnecting venture before doing any marketing activities that is to post delivery options andservices and managing queries or complaints post delivery. It is very much significant for theventure to have proper communication and connection with the customers in order to satisfytheir needs and collect the feedback that whether they are satisfied with the venture or not?Different factors that have great impact over the customer's satisfactionAccording to the view of Binks and Chiplin, (2015) It have been identified that there areseveral factors that have great impact over the customer's satisfaction and dis-satisfaction. Oneof the significant factor is quality of products and services consumed by them. It is being knownthat most of the customers buy premium or branded products because they find high quality.This states that most of customers are found of high quality and this is the reason they agree topay high prices. In such case if they do not find good quality of products and services, they willnever come back to the company and buy their products. Thus, it shows that customers get dis-satisfaction from the brand. This is the reason firm need to focus on quality of products andservices in order to satisfy needs and wants of the customers.In the contradicting view of Heide and Tracey, (2016) other than that access to theorganisation and their products and services also plays very significant role in the satisfaction ofthe customers. If the organisation have no website? no contact information? no search engine3
optimization then there will be no business. The Internet has made finding products and servicesa snap. Thus, it is very significant for the venture to be available on internet such as social mediachannels like Facebook, Twitter, Instagram etc. As well as on the search engine optimization,pay per click, digital marketing etc. so that they can promote their business to the large targetmarket.Different strategies by which organisation can enhance their customer's satisfactionAccording to the view of Bansal and Taylor, (2015) There are several strategics by whichorganisation can serve high level of satisfaction to the customers. One of the effective strategy isBuild customer loyalty to increase customer satisfaction.In the contradicting view of Han and Hyun, (2015) other than that there are several otherstrategics which can e used by the venture in order to serve the highest level of satisfaction to thecustomers. Firm need to remember the special occasion of the customers such as their birthday,anniversary etc. Other than that should serve the proper information about the product in order toeducate them and invest in the self service support channel. Top level management of the firmshould lead from the front with the customers services and should have proper communicationand connection with the customers and then deliver them the products. 1.4 Appropriate methods for the research methodologiesResearch Strategy: It is a important method of research methodologies which helps theinvestigator to collect and analyse the data in order to find the appropriate outcomes. There arebasically two kinds of research strategies which are qualitative and quantitative. Implementationof this method is dependent on the aim and objectives of the researcher. In order to attain theobjective, researcher have selected qualitative research strategy.Research Approach: It is also one of an essential chapter of research methodologywhich helps the investigator to analyse and evaluate the information about the subject. There aretwo types of research approach, that are inductive and deductive. When it comes to the inductiveresearch approach, investigator generate new theory from the emerging data. On the other side,in the deductive approach, researcher frame the hypotheses and then conduct the investigation.In order to attain aim and objectives, scholar have selected inductive research approach. 4
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