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Research Project on Customer Satisfaction Assignment

   

Added on  2020-06-05

32 Pages6036 Words592 Views
Research Project

Table of ContentsTASK 1............................................................................................................................................11.1 Formulation of research project specification..................................................................1Research questions:................................................................................................................21.2 Research Project selection specification..........................................................................31.3 Critical review of key literature........................................................................................4a) The concept of customer satisfaction.................................................................................4b) To determine student’s level of satisfaction with Easy Jet................................................5c) Different methods to evaluate the impact of increase in prices on the level of student’ssatisfaction..............................................................................................................................5d) Recommendations on customer satisfaction with reference to service quality and price..61.4 Research project specification..........................................................................................61.5 Time scale and Gantt chart...............................................................................................7TASK 2............................................................................................................................................82.1 Research questions and hypothesis..................................................................................82.2 Collection of data through questionnaire.........................................................................82.3 Record and collate data....................................................................................................9TASK 3..........................................................................................................................................103.1 Research evaluation technique.......................................................................................101 RESEARCH METHODOLOGY......................................................................................102 Research Design................................................................................................................103 Research Philosophy.........................................................................................................114 Research Approach............................................................................................................115 Data Sampling...................................................................................................................116 Ethical consideration.........................................................................................................113.2 Interpretation and analysis..............................................................................................113.3 Recommendation and conclusion...................................................................................25REFERENCES..............................................................................................................................27

TASK 11.1 Formulation of research project specificationTITLE - To know the reasons/factors accountable for customer satisfaction, the overallperformance and to find the measures to eliminate dissatisfaction. Background study of company: Airlines industry is expending their operations day by day as global airline industryrenders services to virtually each part of the plant, and becomes the most important section formaking international economy. The airline industry itself is a main economic force, both in termsof its key operations and its influence on related industries like- aircraft producing and tourism.Presently, Global airline industry covers of more than 2000 airlines which are operating morethan 23000 aircrafts, rendering services to more than 3700 airports (Vega-Vazquez and et. al.,2013). During 2006, the global airlines industry flew almost 28 million scheduled flightdepartures and services more than 2 billion passengers. This has seen a growth in the global airtravel on average around 5% per year over the past 30 years, with major yearly changes due bothto varying of economic conditions and differentiation in the economic growth in various regionsof the planet. Easy Jet is a British airline company, which is running under the low-cost carriermodel based at and around London Luton Airport. It has domestic and international services onmore than 820 routes in more than 30 countries. It has employed more than 11000 people. Itsmain aim is to provide low cost air transportation services in Europe by various types ofpassengers carried.Aims and Objectives:Aims: To know the reasons/factors accountable for customer satisfaction, the overallperformance and to find the measures to eliminate dissatisfaction. Objectives:1.To understand the concept of customer satisfaction 2.To determine student’s level of satisfaction with Easy Jet3.To evaluate the impact of increase in prices on the level of student’s satisfaction4.To make recommendations on customer satisfaction with reference to service quality andprice1

Research questions:Research questions relating to current research will cover the undermentioned questions:RQ1 : What are the factors of customer satisfaction?RQ2: How customer satisfaction could be improved?Research Hypothesis:Based on the research questions various research hypothesis could be emerged and suchhypothesis will be evaluated for meeting the research objectives made in the present research:H1: Increase in prices would lead to dissatisfactionH01: Increase in prices would not affect customer satisfactionH2: Quality service will improve customer satisfaction H02: Quality service will not improve students’ customer satisfactionResearch Questions and Hypothesis would be analysed with the assistance of gathering ofsecondary data to test the hypothesis keeping in mind the end goal to satisfy explore destinationsin exhibit investigate setting. Secondary data resources utilized for the present research thatwould be useful in coordinating research questions and hypothesis in this research.Literature Review:According to Hope (1930) and Lewin (1936), Satisfaction is a psychological state, that ispost-purchase evaluation of the experience of consumption. Satisfaction comes from thecomparison between expectations and perceptions. This definition provides all 3 components ofthe construct.As per Rhandir (2012), consumer satisfaction is the positive reaction of client afterapplying the product or service to them. It relies upon many elements like the client perception,quality, etc. A client can be satisfied or disappointed, this can be assessed after taking services.however, to know and esteem the reaction of customers is vital for the organizations for meetingthe competition in the business. It has observed that there are many variables which impact theconsumer satisfaction of clients of airline organizations. 2

(KANO Chart - IMPORTANCE OF CONSTANTLY CHANGING CUSTOMER SATISFACTION)According to Hsu, Chang and Chen (2012), at the point when the desires and needs of theclients are satisfied, they are fulfilled. If they don't get adequate services, they feel disappointed.Consumer satisfaction induces loyalty from the clients. A portion of the satisfaction drivers inairline industry are service quality, security, in-flight services, accommodation in taking flights,comfort, conduct of staff, and so on. It likewise relies upon the apparent value by the client.1.2 Research Project selection specificationProject need to appropriate and specific in frame which facilitate to made betterunderstanding about concept. There are various factors associated with research project selectionspecification which need to include and understand in a better manner. Such points and factorsdetermine for Easy jet survey stated as follow:3

Introduction: The first factor which contribute in the depth of understanding aboutconcept is introduction which define and signify about the concept in a better frame. It isimportant to design and include all essentials into a project in an appropriate and suitablemanner which assist to made valid decision for further study.Literature review: Another factor or element for RM is literature review which defineabout various scholars aspects and consideration. This enable and provide support tomake better understanding so that chances of suitable gain and gap analysis betweenvarious elements become possible. A major reason behind conducting LR is to determinevarious aspects of scholars so that suitable understanding about concept get facilitate. Data collection: Element which enable in better understanding about concept is datacollection. It facilitate to gather information from diverse range of sources by applyingrelevant technique. It support to maximise appropriateness of working so that betterjudgement lead to carried down. Data analysis: Another point is to analyse the data which collected through varioussources. Data need to analyse in an appropriate and suitable manner by presenting it withvarious graphs and charts. It facilitate to make understanding properly. Conclusion and recommendation: The last chapter focus on conclusion andrecommendation which define about summary of each and every section of the project.Recommendation will going to evaluate about appropriate suggestion regarding projectwhich need to modify better manner. Apart from all these section, there are some more points get determine which enforce to organisethis study in an appropriate and suitable frame. Such points are:Interest: The interest for this project is that it enable to understand various factors likepreparing of aims and objectives. Along with this, it also facilitate in determine about theimpact of quality services through digital source on customer satisfaction. This will bringin gain better and appropriate outcome so that effective and appropriate study lead toorganise properly. Scope: The scope behind this project is vast in frame where factors get determine behindcustomer satisfaction. As such aspects will going to contribute in better and appropriateframe so that decision become effective and suitable in nature. 4

Importance: It is highly important just because specified points enable business to workon factors which responsible for customer satisfaction. Thus, overall focus could bemanage and maintain in order to promote and enhance appropriate working. 1.3 Critical review of key literaturea) The concept of customer satisfactionAccording to views of Costen and Salazar, (2011). Customer satisfaction is related withoffering products and services to customers in order to satisfy their needs and wants so they willenhance their overall sales and profitability ratios. Easy Jet are mainly working in order to retainsatisfied customers by providing them effective services at low prices. The concept of customersatisfaction is related with retaining good images in minds of customers about the products andservices in order to maintain loyalty among all their customers and they will not use the servicesfrom other rivalries. Customer satisfaction is an important and vital factor as it result inmanaging the overall business operations and making changes wherever it is required so that alltheir offered services can be easily monitored.According to the study of Daley, (2012) it is analysed that the major concept of customersatisfaction is related with retaining loyalty aspects of clients so they will enhance future salesand firms can develop plans in order to expand their operations globally. If all the customers aresatisfied with the products then it results in achieving competitive gains at market places ascustomers will not prefer to buy goods from their rivalry firms. There should be mainly focus onfirms on providing quality products and services to their customers in order to retain their loyaltythus achieving strong and effective positions for firms.b) To determine student’s level of satisfaction with Easy JetThe satisfaction level of customers can be determined with the help of following factorswhich are evaluated below as: Feedback: This is the most important factor which is valuable for firms in order todetermine that their customers are satisfied with the offered products and services or not. Thefeedback which are given by customers firms should focus on implementing changes where theyare not able to able to satisfy their customers so they will easily achieve success in their venture.Customers can give the feedback in both positive and negative aspects thus firms should make5

plans in order to focus on both the positive and negative factors in order to achieve growth andsuccess in their overall business operations.Monitor: This is also vital method in order to evaluate satisfaction level of customers bymonitoring all their activities with the help of emails, chatting or giving direction to employeeswith the help of cell phones. There can be interactions with customers by providing theminformations about their new products and services with the help of cell phones in order toenhance footfall of customers who will use their products and services in order to achieve loyaltyof all their clients.c) Different methods to evaluate the impact of increase in prices on the level of student’ssatisfactionAccording to the study of Eid, (2011) it has been identified that if firms have made plansin order to increase the prices of products and services which are offered by them then therecustomers will not be satisfied as they are getting the same Quality of services on higher prices.The customers can only be satisfied if they are getting additional services for higher amount andthere is also increase in quality of services which are offered to all their potential customers.Retention of customers: If firms are offering same levels as compared with the rivalryfirms on higher prices then customers will not be satisfied and they will not make plans in orderto buy products thus there sales and profitability ratios will be greatly affected by theseoperations. In order to retain loyal customers firms had to develop plans so they can easilysatisfy their customers by keeping prices similar to those which are offered by rivalry firms.Retaining loyal customers are beneficial for firms in order to enhance their overall sales andprofitability ratios so they can establish strong images in future times. Thus firms should focuson keeping economical prices for their products in order to achieve loyal customers who will beusing their products and service in order to travel from one location to another.d) Recommendations on customer satisfaction with reference to service quality and priceSatisfied customers can be retained by firms if they are making plans in order to providevalue added services to all their clients at economical prices. This is beneficial factor for firms inorder to achieve loyal customers who will not buy products and services from their rivalrybusiness. Firms can focus on analysing all the strategies which are adopted by their rivalrybusiness and then they should develop plans in order to adopt them so they can easily satisfy alltheir by delivering them products according to their demands. Easy Jet should mainly focus on6

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