Impact of Customer Satisfaction on Travel and Tourism Business

RESEARCH PROJECT

ABSTRACT
Customer satisfaction is the important element, overall success of business is highly
depended upon satisfaction level of consumers. Current study discusses impact of customer
satisfaction on the travel and tourism business. Various factors that influence satisfaction level of
clients describes in this research. Furthermore, study looks at the ways through which companies
can enhance satisfaction level of travellers towards Ryanair. Key purpose of the present study
was to have understanding about large range of factors which has diverse impact on the business
functions. Along with this, success of business is dependent over customer satisfaction so
analysis of facts regarding the same is also essential to consider.
In literature section the facts has identified that with the help of customer satisfaction,
company can attain various benefits which also influences the functions and operations in
positive manner. Also, factors that create sustainability in terms of satisfaction are classified as
range of tickets and reservation, flight services and check in procedure. Moreover, experts has
considered descriptive research design as critical aspect of the methodology section as it helps to
gain useful information and accomplish study in systematic manner. Application of primary
information has provided reliable information in context to customer satisfaction of the Ryanair.
In respect to analysis and findings, it has been noticed that cabin baggage allowance is main
element which getting priority in the business. Ryanair is offering good customer services which
affects satisfaction level in positive manner. However, few improvements in terms of quality and
pricing are still need to be implemented for better satisfaction.

Table of Contents
TITLE: “ To analysis impact of customer satisfaction on travel and tourism sector- A case study
on Ryanair.” ....................................................................................................................................1
TASK 1 ...........................................................................................................................................1
LO 1.................................................................................................................................................1
1.1 Formulate and record possible research project outline specifications............................1
1.2 Factors that contribute for research process.....................................................................2
1.3 Literature review..............................................................................................................3
1.4 Research specifications....................................................................................................6
1.5 Appropriate plan and procedures......................................................................................7
TASK 2 ...........................................................................................................................................9
LO 2.................................................................................................................................................9
2.1 (A) Match resources efficiently .......................................................................................9
2.1 (B) Relationship between research resources and questions..........................................10
2.2 Proposed research investigation for the specification and procedures...........................10
2.3 Record and collect data..................................................................................................13
TASK 3..........................................................................................................................................16
LO 3...............................................................................................................................................16
3.1 Appropriate research evaluation techniques...................................................................16
3.2 Interpret and analysis the results....................................................................................17
3.3 Recommendation and justify areas for further consideration.........................................22
TASK 4..........................................................................................................................................23
LO 4...............................................................................................................................................23
4.1 Presentation of outcomes in the poster...........................................................................23
REFERENCES..............................................................................................................................24

TITLE: “ To analysis impact of customer satisfaction on travel and tourism
sector- A case study on Ryanair.”
Key words
 Customer satisfaction
 Travel and tourism sector
 Brand image
 Retail sector business
TASK 1
LO 1
1.1 Formulate and record possible research project outline specifications
Title of the research: “To analysis impact of customer satisfaction on travel and tourism sector-
A case study on Ryanair”
Research theme: Customer satisfaction
Background of the research
Customer satisfaction is the important element that assists to measure supply of products
and services to meet with customer expectations. It is important element that provides business
owners and marketers to manage and improves functions and operations. In the travelling sector
customer satisfaction assists to measure products and services that are supplied by business to
meet with their expectations. Further, this industry also implement different reasons due to which
they require customer satisfaction in the creative aspect such as point of differentiation,
increasing lifetime customer value, retail customers to acquire new, etc. Therefore, it also helps
to indicate consumer repurchase intentions and loyalty (Gursoy, Uysal and Baloglu, 2014)..
Present study considered on the investigation that develops on Ryanair to identify customer
satisfaction. The company also determines their operations and functions in more than 30
destinations so that they are able to delivers services at global market.
The purpose of the current study is to identify how customers satisfaction affect overall
travel and tourism business. Furthermore, study aims to find out factors that impact on customer
satisfaction in this industry.
Research aim and objectives
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In respect to carry the present research, customer satisfaction need to be assess that
influence to the travel and tourism. At workplace, there are different people exists who have
different needs and requirements through products and services. Hence, pivotal aim is to analysis
customer satisfaction in travel and tourism sector- A case study on Ryanair. To accomplish this
purpose, investigation has been made to well defined objectives that assists to meet with
systematic work.
Aim:
“To analysis customer satisfaction in travel and tourism sector- A case study on Ryanair”
Objectives
1. To understand the conceptual framework followed for customer satisfaction in travel and
tourism sector.
2. To identify factors that affects satisfaction level of consumers at Ryanair.
3. To analysis the strategies applied by Ryanair to improve customer satisfaction level.
4. To recommends ways to enhance growth and customer satisfaction at Ryanair.
Research questions
1. What is the conceptual framework followed for customer satisfaction in travel and
tourism sector?
2. What are the factors that affect satisfaction level of consumers at Ryanair?
3. What are the strategies applied by Ryanair to improve customer satisfaction level?
1.2 Factors that contribute for research process
In the present research, there are several factors exists that contributes large participation
in the study for the well research. With the help of substantial collection of data, overall
organisation performances will be increasing that is very important for the business. Primary and
secondary data collection is the important aspect that assists to identify effective results within
the business. On the other hand, there are following are certain factors explain that influence to
the research process:
Semi structured topic: This is a type of topic in which data can be gathered from other
companies as well. Main focus of any firm is to raise satisfaction level and for this they
implemented strategies to raise them. This way, it is a type of semi-structured topic in which
information can be gained.
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