Ryanair Customer Satisfaction Survey

This assignment presents a customer satisfaction survey conducted on Ryanair Airlines. It requires analysis of customer feedback across various aspects such as website usability, in-flight services, safety, and customer service. Respondents rated their satisfaction levels on a scale for each factor, providing valuable insights into customer perceptions of the airline. The assignment aims to evaluate overall customer satisfaction with Ryanair and identify areas for improvement based on the collected data.

University
RESEARCH PROJECT
Student Name
Lecturer Name
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Abstract
Purpose
The thrust of the research study is to examine the satisfaction level of customers by
accessing Ryanair’s airline services.
Background
In current competitive world, companies require to provide client-focused services to
their customers so as to satisfy them and promote loyalty. Company with a strongly satisfied
customer base is able to successfully compete with the rivalries. Thus, the current research
will investigate the significance of customer satisfaction for British Airline Sector with
particular focus on Ryanair.
Literature review
Flick (2015), customer satisfaction is the major elements that need to be considered in
the Airlines industry at the time of implementing of services among the consumers. On the
contrary note, Baker, (2014) demonstrated that organization needs to meet the demand of
passengers by providing customer-centred services so as to exceed their expectations and
boost loyalty.
Research design:
The present research study had undertaken following primary research wherein data is
collected through surveying 50 UKCBC student through questionnaire to know their
satisfaction level with Ryanair’s service usage. It is analyzed through creation of themes and
graphical presentation. The study was based on interpretivism paradigm, inductive reasoning
and analytical research design.
Findings
The findings of the study concluded that although customers are satisfied with its
quality and prices but there are few areas where firm need to improve including food and
drink quality on flight, cleanliness maintenance, long waiting time on Ticket counter and
others.
Keywords: Customer satisfaction, Low-cost Airline, customer behaviour, Ryanair Airlines
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Table of Contents
TASK 1......................................................................................................................................6
1.1 Formulate and record possible research outline...............................................................6
1.1.1 Introduction................................................................................................................6
1.1.2 Aims...........................................................................................................................6
1.1.3 Objectives..................................................................................................................6
1.1.4 Research question......................................................................................................7
1.2 Rationale...........................................................................................................................7
1.2.1 Scope..........................................................................................................................7
1.2.2 Research project selection factors..............................................................................7
1.3 Literature review...............................................................................................................8
1.3.1 Customer satisfaction.................................................................................................8
1.3.2 Kano Model...............................................................................................................8
1.4 Research methodology.....................................................................................................9
1.4.1 Research philosophy................................................................................................10
1.4.2 Research approach...................................................................................................10
1.4.3 Research design.......................................................................................................10
1.4.5 Data collection.........................................................................................................11
1.4.5.1 Research instrument..............................................................................................11
1.4.5.2 Sampling method and sample size........................................................................11
1.4.7 Ethical consideration................................................................................................12
1.5 Plan and procedure.........................................................................................................12
TASK 2....................................................................................................................................13
2.1 Discuss the resources used to carry out the entire research work..................................13
2.2 Undertaking the research investigation in according to the specification......................13
2.3 Record the collected data from the participants in the form of table that shows the
responses...............................................................................................................................14
TASK 3....................................................................................................................................16
3.1 Using of appropriate research evaluation technique and describe the importance.........23
3.2 Analysis and interpret the results in terms of original research specification................24
3.3 Develop the recommendation and justify the areas on the customer satisfaction in
Ryanair.................................................................................................................................26
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TASK 4....................................................................................................................................27
CONCLUSION........................................................................................................................27
REFERENCE...........................................................................................................................28
Appendix.............................................................................................................................................31
Kano model......................................................................................................................................31
Questionnaire..................................................................................................................................32
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Customer satisfaction with Ryanair
TASK 1
1.1 Formulate and record possible research outline
1.1.1 Introduction
Customer satisfaction is a concept that helps to determine that how well company’s
products, services and other offerings are exactly in accordance with the actual desire and
need of customers. In the present competitive landscape, none of the entity can successfully
survive in the market without satisfying their customers; hence, it seems the major
contributor factors towards business success. Thus, in order to satisfy final users, they require
identifying what customer need and delivering services accordingly to meet their
expectations.
The satisfaction is the important factors that need to be focused by the organization at the
time of delivering of services or products among the customers. The customer satisfaction
can be best followed by the Kano model. It follows with the five forms of preferences that
help to satisfy the consumers regarding the airline sectors. The low-cost career helps to meet
the demand of consumers (Abdul et al. 2015).
Ryanair is an Irish low-cost airline that is operating in the international as well as
domestic services over 30 countries. Ryanair has also focused on the better services among
the consumers through the emergent and development in the low-cost airlines. There are
number of factors that affects customer satisfaction level such as price, service quality, safety
and security aspect, customer complaint resolving system, availability of flight choices across
different destinations and many others. Current research concentrates on investigating key
factors that influence customer satisfaction level of Ryanair Airline.
1.1.2 Aims
The main aim of the research project includes meeting the customer satisfaction in the
airline's sectors. The company of Ryanair needs to focus on the satisfaction of the consumers
that helps the learner regarding the services.
1.1.3 Objectives
1. To develop clear understanding of the concept of customer satisfaction
2. To examine various factors that affect customer satisfaction level of Ryanair Airlines
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3. To investigate the issues faced by customers while accessing the services offered by
Ryanair
4. To recommend the best ways to increase the satisfaction level of the final users
1.1.4 Research question
1. What is the concept of customer satisfactions?
2. What are the main factors that influence customer satisfaction level of Ryanair?
3. What are the key issues or problems that Ryanair’s customer had faced while
using its services?
4. What are the best ways by which Ryanair can enhance their customer satisfaction
level?
1.2 Rationale
Customer satisfaction is the most important marketing factors that the all the
organization needs to focus. The customer satisfaction helps to measure the services or
products supplied by the company to meet the expectation of the consumers. The satisfaction
of the consumers depends upon the different number of customers getting the experience on
the services or products to meet the specified goals that is necessary to be investigated.
The main reason behind choosing that particular topic is college had provided a list of
several topics. Among all, this research problem is found quite interesting that will explore
customer behaviour, choices and preferences and assess that how service delivery system will
affect their satisfaction level. Thus, scholar had shown interest to investigate numerous
factors affecting customer satisfaction level. Besides this, examining such issue through
gathering primary data set seems easy, as it just requires surveying the customer base of
Ryanair with a set of pre-designed questions printed on the questionnaire and know customer
perception and reviews to assess that how well they are satisfied with it.
1.2.1 Scope
The customer satisfaction provides the information regarding the most frequently
collected indicators to determine the perceptions in a market. The entire customer experience
can be easily noted down on the framework and helps to focus on the improvement of the
services
1.2.2 Research project selection factors
● Benefit Measurement Method
● Constrained Optimization Method
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1.3 Literature review
As opined by Flick (2015), customer satisfaction is the major elements that need to be
considered in the Airlines industry at the time of implementing of services among the
consumers. There lies with the minimum as well as the maximum form of earning of the
customers. Hence, the airline's sectors need to develop a low-cost career regarding the
services provided to the customers. As referred by Baker, (2014), Kano model helps in
implementing the five forms of preferences that can be suitable for the customers. The
organization needs to follow this model to meet the demand of passengers. In order to follow
the entire satisfaction of consumers, the legal aspects need to be considered by the company
(Tckhakaiaet al. 2015).
1.3.1 Customer satisfaction
Customer satisfaction is the most important marketing factors that the all the
organization needs to focus. The customer satisfaction helps to measure the services or
products supplied by the company to meet the expectation of the consumers. The satisfaction
of the consumers depends upon the maximum number of customers getting the experience on
the services or products to meet the specified goals.
1.3.2 Kano Model
The Kano model provides the theory on the development of services and customer
satisfaction. This model helps in the classification of five factors based on the preferences of
the consumers. It includes with must be in the quality, one-dimensional quality, attractive
quality, reverse quality and indifferent quality. These five preferences help to meet the
demand of consumers from the service provided by the company (Heloet al. 2017).
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Figure 1: Kano Model
(Source: Heloet al. 2017)
The resources are implicated from the primary as well as secondary forms of data
gathered by the scholar at the time of carrying out the entire project research work. This will
help the scholar to gather appropriate information regarding the customer satisfaction.
1.4 Research methodology
The research data type includes the qualitative as well as quantitative sources. In this
research project work, the quantitative methods have been followed by the scholar which has
made the conducting of a survey. The survey questionnaire will be distributed among 50
UKCBC students to know the results regarding the customer satisfaction provided by the
airline's sectors, especially Ryanair. The entire data collection methods include with the
survey process that will help to meet the appropriate information regarding the customer
satisfaction. The data analysis methods include the basic statistics in the quantitative analysis
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tools. The entire research project needs to be maintained in the ethical considerations with the
confidentiality, privacy and respect (Wilson, 2014).
1.4.1 Research philosophy
The current research study followed an interpretivism philosophy, in which,
Interpretivist believe that really is socially constructed hence based on social constructivism.
As the current topic of investigation is to know factors that influence customer satisfaction is
a topic of social science, therefore, such philosophy founds appropriate that is related to the
philosophical position of idealism and integrates human interests (Müllerleile and Nissen,
2014).
1.4.2 Research approach
Out of inductive versus deductive approach, former had been used while executing
current study. It is because, being a qualitative research study to know customer perception
and believe about the services offered by Ryanair, inductive approach seems preferable. In
this, the issue had been investigated by the scholar undertaking a set of research questions
rather than any hypothesis. Inductive reasoning moves from specific concept towards
generalization.
1.4.3 Research design
Design of a research simply refers to the strategy followed by investigator to integrate
various components of the study in a logical and coherent manner and thereby assures that
problem had been addressed effectively. There are many research designs such as descriptive,
analytical, exploratory and predictive described below:
Descriptive: As its name, it is the design that depicts general characteristics of the
research phenomenon or participants. Observational research, case study and surveys are
often used methods in descriptive research studies to clearly describe the research problem.
Analytical: This research design attempts to evaluate and examine the research issue
thoroughly. Unlike descriptive, it is not just attempts to obtain information about the current
status but aims to explore the problem in detail.
Exploratory: This design is particularly suitable for those research problems that are
not investigated earlier or researched by limited number of researchers.
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Predictive: As name itself, predictive research design is used to predicts the
probability of something by examining precisely the relationship between various
characteristics or dimension.
Among all, current research study used analytical research design wherein scholar had
put his efforts to know customer perception about Ryanair’s offerings and service quality so
as to measure their satisfaction level. The issue had been investigated and examined
thoroughly to discover various influencing factors of customer satisfaction.
1.4.5 Data collection
There are two types of data set primary as well as the secondary. Primary sources, as its
name, are collected first time whereas secondary data set, on the other side, emphasizes on
using already available set of data set through books, newspaper, blogs, articles,
academicians studies and others (Merlo et al. 2014). Referring the chosen area of study,
primary research had been conducted by the scholar through questionnaire survey. Survey is
the most popular way wherein chosen research participants are surveyed using preferred tool
and helps to acquire realistic data set. On the other hand, the main limitation with this is that
it takes a long time and considered quite expensive way of data collection.
1.4.5.1 Research instrument
Questionnaire is the research instrument used for the current research study. It is a
statement that contains a set of pre-specific questions that are asked to the customers to
gather their responses and perception so as to know their satisfaction level.
1.4.5.2 Sampling method and sample size
The survey or questionnaire is the vital evaluation techniques used in the research work
to deliver the appropriate findings. For the survey, using simple random sampling, a sample
size of 50 students in UKCBC had been selected to generate responses about satisfaction
level among the consumers with the use of Ryanair Airlines services. Random selection is
preferred to avoid biasness in the study and make appropriate decisions about the entire
population.
1.4.6 Data analysis
The process of inspecting or examining the obtained data with the target to discover
meaningful information from the same is called data analysis. Data is evaluated using
different analytical methods & logical reasoning. Quantitative data sets are analyzed
following statistical tests whereas qualitative information is often evaluated performing
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thematic test. Hence, for the current research, thematic analytical method had been employed
by investigator. In such method, findings about the customers thoughts, believe, opinion and
responses had been examined using themes. Moreover, a series of pictures has been presented
to reveal the findings graphically.
1.4.7 Ethical consideration
The principles of confidentiality had been followed throughout the research. Besides
this, researcher worked honestly and avoids any biasness while executing the research.
1.5 Plan and procedure
Activities Week
2
Wee
k 4
Wee
6
Week
8
Wee
k 10
Week
12
Week
14
Wee
k 16
Week
18
Wee1
9
Week
20
Defining research
proposal
Defining
background or
rationale for
study
Literature review
Deciding aims
and objectives
Finalizing aims
and objectives
Devising the
questionnaire
Gathering data
Examining the
data
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Finding
Recommendatio
n and further
areas to be
consider
Final Submission
TASK 2
2.1 Discuss the resources used to carry out the entire research work
Research Questions Resources
1. What is the concept of customer
satisfactions?
2. What are the main factors that influence
customer satisfaction level of Ryanair?
3. What are the key issues or problems that
Ryanair’s customer had faced while using
its services?
4. What are the best ways by which Ryanair
can enhance their customer satisfaction
level?
Library sources required to be access
including books, scholarly articles, journals
on customer satisfaction
Online source: Ryanair’s website page and
other relevant web sources from where
required information can be extracted
Data analysis: Tabulation, Percentage
calculation, basic statistics
Resources: Time and financial resources,
Computer/Laptop, MS word, MS Excel
Research instrument: Questionnaire
Sample size: 50
2.2 Undertaking the research investigation in according to the specification
In order to carry out the research investigation, there lies to design the survey
questionnaire for the 50 UKCBC students to identify the influential factors in the satisfaction
regarding easy Jet.
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2.3 Record the collected data from the participants in the form of table that shows the
responses
The survey questionnaire provides the collected information from the participants
from the record table and charts. The primary data provides the real and relevant information
regarding the customer satisfaction in the airline's industry (Merloet al. 2014).
QUESTIONNAIRE
Demographic information
Name: _________
Gender:
 Male
 Female
Age Group
 Under 20 years
 20 – 29 years
 30 – 39 years
 40 – 49 years
 Above 50 years
Q:1. How long, you are using Ryanair Airlines services to travel different places?
 1 – 3 year
 4 – 6 year
 7 – 9 year
 10 year or more
Searching online
Q:2. How would you like to rate the following factors, when you search Ryanair’s website to
buy a ticket?
Strongly
satisfied
Satisfied Neutral Dissatisfied Strongly
dissatisfied
Ease to access
Complete set of
information
Easy to navigate
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Online chatting
Payment
Value for Money
Q:3. How do you perceive fare charges charged by the company?
 Extremely high
 Little bit high
 Affordable
 Cheap
Q: 4. If company decides to increase airfare then, would you like to choose it still for the
impressed services delivery?
 Yes
 No
Quality of services
Q: 5. How do you perceive the quality of boarding facilities at Ryanair Airlines?
 Easy
 Comfortable
 Friendly staff
 Priority Board
 Terrible
Q: 6. Please rate below factors for in-flight facilities at Ryanair Airlines:
Excellent very
Good
Average Poor Terrible
Staff courtesy
Appearance of crews
Food and drink quality
Availability of attendants
Luggage space
Comfortable seating
Cleanliness
Noise level
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Waiting time
Q: 7. How long you have to wait in a queue at below points:
No wait Below 5 min. 6 – 10 min. 11-15 min More than
15 min.
Aircraft
Boarding
Security
check-out
Express
baggage
Ticket
counter
Safety and security
Q:8. How well you are satisfied with the safety and security arrangement of Ryanair?
 Extremely satisfied
 Satisfied
 Neutral
 Dissatisfied
 Extremely dissatisfied
Customer service delivery
Q: 9. Does Ryanair’s customer services staff member resolve your queries?
 Yes
 No
TASK 3
Gender
Number of respondents Percentage
Male 38 76%
Female 12 24%
50 100%
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76%
24%
Survey participants
Male Female
Age of participants
Number of respondents Percentage
Under 20 years 4 8%
20 – 29 years 21 42%
30 – 39 years 16 32%
40 – 49 years 6 12%
Above 50 years 3 6%
50 100%
Under 20
years 20 – 29
years 30 – 39
years 40 – 49
years Above 50
years
0
5
10
15
20
25
Age of participants
Number of respondents
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Q:1. How long, you are using Ryanair Airlines services to travel different places?
Number of respondents Percentage
1 – 3 year 8 16%
4 – 6 year 26 52%
7 – 9 year 12 24%
10 year or more 4 8%
50 100%
1 – 3 year 4 – 6 year 7 – 9 year 10 year or more
0
5
10
15
20
25
30
8
26
12
4
Number of respondents
Q:2. How would you like to rate the following factors, when you search Ryanair’s website to
buy a ticket?
Strongly
satisfied
Satisfied Neutral Dissatisfied Strongly
dissatisfied
Ease to access 12 23 5 6 4
Complete set
of information
6 29 2 8 5
Easy to
navigate
16 18 6 4 6
Online chatting 26 11 7 3 3
Payment 15 22 3 8 2
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Ease to access Complete set of
information Easy to navigate Online chatting Payment
0
5
10
15
20
25
30
35
Satisfaction level from online searching on
its website
Strongly satisfied Satisfied Neutral
Dissatisfied Strongly dissatisfied
Q:3. How do you perceive fare charges charged by the company?
Number of respondents Percentage
Extremely high 5 10%
Little bit high 16 32%
Affordable 23 46%
Cheap 6 12%
50 100%
Extremely
high Little bit
high Affordable Cheap
0
5
10
15
20
25
5
16
23
6
How customer percieve Ryanair's
prices?
Number of respondents
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Q: 4. If company decides to increase airfare then, would you like to choose it still for the
impressed services delivery?
Number of respondents Percentage
Yes 18 36%
No 32 64%
50 100%
36%
64%
Yes No
Q: 5. How do you perceive the quality of boarding facilities at Ryanair Airlines?
Number of respondents Percentage
Easy 12 24%
Comfortable 8 16%
Friendly staff 16 32%
Priority Board 8 16%
Terrible 6 12%
50 100%
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Easy
Comfortable
Friendly staff
Priority Board
Terrible
0
2
4
6
8
10
12
14
16
18
Quality of boarding facilities
Number of respondents
Q: 6. Please rate below factors for in-flight facilities at Ryanair Airlines:
Excellent very
Good
Average Poor Terrible
Staff courtesy 19 11 9 7 4
Food and drink
quality
2 6 23 12 7
Availability of
attendants
9 22 10 6 3
Luggage space 16 21 3 8 2
Comfortable seating 6 34 5 2 3
Cleanliness 4 5 28 8 5
Staff courtesy Food and
drink quality Availability of
attendants Luggage space Comfortable
seating Cleanliness
0
5
10
15
20
25
30
35
40
Satisfaction level with inflight facilities
Excellent very Good Average Poor Terrible
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Q: 7. How long you have to wait in a queue at below points:
No wait Below 5
min.
6 – 10
min.
11-15 min More than
15 min.
Aircraft Boarding 5 19 14 8 4
Security check-out 2 11 26 9 2
Express baggage 3 8 18 15 6
Ticket counter 1 5 9 21 14
Aircraft
Boarding Security
check-out Express
baggage Ticket
counter
0
5
10
15
20
25
30
Waiting time at various points
No wait
Below 5 min.
6 – 10 min.
11-15 min
More than 15 min.
Q:8. How well you are satisfied with the safety and security arrangement of Ryanair?
Number of respondents Percentage
Extremely satisfied 13 26%
Satisfied 21 42%
Neutral 7 14%
Dissatisfied 6 12%
Extremely dissatisfied 3 6%
50 100%
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Extremely
satisfied Satisfied Neutral Dissatisfied Extremely
dissatisfied
0
5
10
15
20
25
13
21
7 6
3
Safety and security aspects
Q: 9. Does Ryanair’s customer services staff member resolve your queries?
Number of respondents Percentage
Yes 32 64%
No 18 36%
50 100%
64%
36%
Customer service-delivery system
Yes No
3.1 Using of appropriate research evaluation technique and describe the importance
The research evaluation techniques are the important process which needs to be
followed by the scholar at the time of achieving the goals of the project. Evaluation provides
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the techniques that have been set to complete the research methods and the associated
methodology with the distinctive purpose. It helps to provide a means for the actions to judge
and enhancing of various programs in terms of the standards. The evaluation techniques
provide the important practice which seeks in the effective making of policy and the public
sphere. The survey or questionnaire is the vital evaluation techniques used in the research
work to deliver the appropriate findings. From the survey, 25 students in UKCBC has
provided appropriate responses regarding the project work and achieve the satisfaction
among the consumers in the airlines sectors. The evaluation techniques provide the
appropriate information from the open-ended question survey process (Dey, 2015).
There are various types of evaluation techniques which are followed as:
i. Formative
ii. Summative
iii. Process
iv. Outcomes
v. Impact
The formative evaluation techniques is more appropriate techniques used in the
proposed project work. It complements with the summative evaluation that helps to
understand the entire program and maintain the internal as well as external factors at the time
of following the project life. The formative evaluation techniques has been chosen because it
doesn’t require money and time. It provides the barriers that can be viewed properly as the
valuable investment in the project work, which improves the likelihood at the time of
achieving the successful results in the better designing of program. The real needs can be
found through the formative evaluation techniques which controls the external factors. It
develops a better understanding on the process that makes the changes. It helps to gather
necessary knowledge to improve the entire project work with a superior design (Müllerleile
and Nissen, 2014).
Formative assessment involves a range of both formal and informal evaluation
processes that are being used while learning and is referred to be a positive tool for the
purpose of development. It gives a further scope of development to an individual to rectify
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the mistakes done on the basis of feedback. This also tends to improve the process of
attainment with modified activities of learning.
3.2 Analysis and interpret the results in terms of original research specification
From the analysis, it had been discovered that out of 50 students, 38 (76%) were male
and 12 (24%) were female participants. Among these, majority of the people were under the
age of 20-29 years as survey result evident that out of 50, 42% participants were belong to the
age band of 20-29 years whereas 32% fall in the age category of 30-39 years. Majority of the
survey respondents are using the flight services of Ryanair from last 4-6 years as out of 50,
26 (52%) people said that they are using its services till 4 – 6 years. However, very little
number of audiences is being its customer from a long time about 10 years or above shows
their loyalty.
On asking customers about online ticketing through its website, majority of the student
base were found satisfied as 23 said that it is easy to access, 29 said that complete details are
available on the website, 18 said that website it easy to navigate and 22 are satisfied with its
payment option. It shows that company require to focus on its website to reach customer
satisfaction level to a maximum extent by providing them more flitering option, unique
features and enough set of details about its flights, events and others. Majority of the
customer base considered the prices as affordable means they are satisfied with the prices.
Evidencing from the survey results, 23 (46%) of the customers responded that prices are
affordable. Being a low-cost airline; Ryanair follows a reasonable pricing mechanism
considering affordability of customers to pay fare charges. However, if in future, it decides to
increase its prices with more advanced facilities on flight, then maximum users (64%)
responded that they will not make use of its services. It clearly indicates that although quality
is an important factor in their buying decisions, still, they are not ready to pay more for
impressed facilities. Thus, prices gain an equal importance and play a major role in buying
decisions.
Besides this, 32% of surveyed participant said that Ryanair has friendly staff on
boarding whereas 24% considered boarding facilities easier. It also can be evident with the
satisfaction level through in-flight facilities where maximum students ranked staff courtesy
“Excellent” shows that staff are helping and show courtesy. However, people ranked food
and drink quality and cleanliness “Average”. It clearly evident that customers are not served
with superb quality food facilities and staff does not maintain proper cleanliness in flight. In
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spite of this, although customers do not have to wait so long at the point of aircraft boarding
as in the survey, 19 said that it just takes below 5 minutes. On the other side, security check
out and baggage counter takes about 6-10 minutes whereas on ticket counter, they have to
wait so long in queue as 21 student said about 11-15 min and 14 replied their waiting time
above 15 minutes. Hence, it clearly demonstrates that long waiting time is a major
dissatisfaction factor among customers. Besides this, 21(42%) people are just satisfied with
safety and security aspect and 13 (26%) are extremely satisfied implies that advanced
security measures need to be adopted by Ryanair. Lastly, it is found that majority of the
surveyed participants, 3(64%) are satisfied with the customer service delivery staff and said
that their complaints and queries are resolved by the staff either on telephone, website and
others.
3.3 Develop the recommendation and justify the areas on the customer satisfaction in Ryanair
 On the basis of the findings, it can be recommended to the Ryanair that they must
focus on the quality of food and drink offered in the flight to the customers so as to
maximize their satisfaction. Moreover, staff must focus on the cleanliness
maintenance so as to provide safe surroundings to the passengers and thereby serve
them beyond their expectations.
 On the website, company needs to provide full details to their customer that they may
require while booking flights online. Moreover, advanced features and creativity helps
to attract more and more audiences and satisfy their need and demands. As Customers
reported long waiting time on Ticket Counter that situation can be solved through
promoting online booking where they do not need to go to the platform and can book
the flight on the Ryanair’s website.
 Company must undertake more safety measures to provide a safe and risk-free
environment to customers against fire, incidents and others. In addition, Air safety
investigators must be trained so as to value customer safety requirement. Moreover,
they also need to revise its airline safety standards and train their staff members to
prevent against any possible incident to save passengers.
In order to carry out the further research work regarding the topic there lies with three
new areas which provides important helps to acquire more knowledge among the learner.
This topic includes with the development of customer relationship at easy Jet, compensation
on the delayed flights and providing of full package in the tour services. These three different
topic areas provide huge influence among the customers and helps to meet the demand of the
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customer (Gelmanet al. 2014). From the first topic the enhancement of customer relationship
helps to develop a better communication by the engaging of the important services that can
be able to satisfy the consumers. From the second topic, the compensation of the ticket price
from the delayed flights helps to implement positive impacts among the customers. There lies
with low income customers, then the compensation of the ticket price helps the customer to
provide satisfy and happy. From the third topic, the Company easy Jet or Ryanair needs to
implement the full packages services in the tour. The full package services provide the
important part in the satisfaction among the consumers (Messner, 2016). The customers get
benefit from the full package tour services provided by the airlines sectors at the time of
carrying out of business. These three topics provides the major satisfaction among the
consumers in the Company of easy Jet. The performance can be followed that helps in the
further consideration among the customer satisfaction for the easy Jet or Ryanair Company
(Viglia, 2017).
TASK 4
Attached in poster
CONCLUSION
It has been concluded that the research project provides the methods and techniques
that help to meet the set goals. The proposed research project provides the important areas
that help to formulate the specification of research. It helps to implement the research project
in the agreed procedures and to specification. It helps to evaluate the entire research
outcomes that can be evaluated in the 50 students UKCBC. The customer satisfaction is the
major factors that need to be focused on the easy Jet or Ryanair Company.
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REFERENCE
Books and Journals
Abdul, M., Aziz, M.K.A. and Yahya, M., 2015. Customers Satisfaction Towards the Services
Provided in Kuala Lumpur International Airport, Malaysia. China-USA Business Review,
p.45.
Baker, D., 2014. Low-cost airlines management model and customer
satisfaction. InternationalJournal of Economics, Commerce and Management.
Bell, J., 2014. Doing Your Research Project: A guide for first-time researchers. McGraw-Hill
Education (UK).
Dawn, S.K., 2014. Personalised Marketing: Concepts and Framework. Productivity, 54(4),
p.370.
Dey, K., 2015. SWOT Analysis of the EasyJet Airline Company.
Flick, U., 2015. Introducing research methodology: A beginner's guide to doing a research
project. Sage.
Gelman, A., Carlin, J.B., Stern, H.S., Dunson, D.B., Vehtari, A. and Rubin, D.B.,
2014. Bayesian data analysis (Vol. 2). Boca Raton, FL: CRC press.
Helo, P., Gunasekaran, A. and Rymaszewska, A., 2017. Integrated Product-Service Systems.
In Designing and Managing Industrial Product-Service Systems (pp. 19-25). Springer
International Publishing.
McNiff, J., 2016. You and your action research project. Routledge.
Merlo, O., Eisingerich, A.B. and Auh, S., 2014. Why customer participation matters. MIT
Sloan Management Review, 55(2), p.81.
Messner, W., 2016. Cross-cultural measurement of transaction-specific customer satisfaction
in the services industry. Journal of Customer Behaviour, 15(4), pp.369-393.
Müllerleile, T. and Nissen, V., 2014, April. When Processes Alienate Customers: Towards a
Theory of Process Acceptance. In International Conference on Subject-Oriented Business
Process Management (pp. 171-180). Springer, Cham.
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O'Leary, Z., 2017. The essential guide to doing your research project. Sage.
Tckhakaia, E., Cabras, I. and Rodrigues, S.A., 2015. Knowledge Management in Airline
Industry: Case study from the British Airways.
Viglia, G., 2017. Customer Satisfaction and Pricing. The Routledge Handbook of Consumer
Behaviour in Hospitality and Tourism.
Wilson, J., 2014. Essentials of business research: A guide to doing your research project.
Sage.
Agnihotri, R., Dingus, R., Hu, M.Y. and Krush, M.T., (2016). Social media: Influencing
customer satisfaction in B2B sales. Industrial Marketing Management, 53(3), pp.172-
180.
Agnihotri, R., Dingus, R., Hu, M.Y. and Krush, M.T., (2016). Social media: Influencing
customer satisfaction in B2B sales. Industrial Marketing Management, 53, pp.172-180.
Alvesson, M. and Sköldberg, K., (2017). Reflexive methodology: New vistas for qualitative
research. New jersey: Sage.
Chen, P.T. and Hu, H.H.S., (2013). The mediating role of relational benefit between service
quality and customer loyalty in airline industry. Total Quality Management & Business
Excellence, 24(9-10), pp.1084-1095.
Chow, C.K.W., (2014). Customer satisfaction and service quality in the Chinese airline
industry. Journal of air transport management, 35, pp.102-107.
David Mc A, B., (2013). Service quality and customer satisfaction in the airline industry: A
comparison between legacy airlines and low-cost airlines. American Journal of
Tourism Research, 2(1), pp.67-77.
Gioia, D.A., Corley, K.G. and Hamilton, A.L., (2013). Seeking qualitative rigor in inductive
research: Notes on the Gioia methodology. Organizational Research Methods, 16(1),
pp.15-31.
Hussain, R., Al Nasser, A. and Hussain, Y.K., (2015). Service quality and customer
satisfaction of a UAE-based airline: An empirical investigation. Journal of Air
Transport Management, 42, pp.167-175.
Hyett, N., Kenny, A. and Dickson-Swift, V., (2014). Methodology or method? A critical
review of qualitative case study reports. International journal of qualitative studies on
health and well-being, 9(1), p.236-280.
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Namukasa, J., (2013). The influence of airline service quality on passenger satisfaction and
loyalty: The case of Uganda airline industry. The TQM Journal, 25(5), pp.520-532.
Shaw, S., 2016. Airline marketing and management. Abingdon: Routledge.
Snyder, D.J. and Tai, P.A., (2014). Customer Satisfaction At Low Cost Airlines: A Case
Study Of Jetstar Pacific Airlines (JPA). In The Clute Institute International Academic
Conference (pp. 254-265).
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Steven, A.B., Dong, Y. and Dresner, M., (2012). Linkages between customer service,
customer satisfaction and performance in the airline industry: Investigation of non-
linearities and moderating effects. Transportation Research Part E: Logistics and
Transportation Review. 48(4). pp.743-754.
Vaioleti, T.M., (2016). Talanoa research methodology: A developing position on Pacific
research. Waikato Journal of Education. 12(1). 45-80.
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Appendix
Kano model
Figure 2: Kano Diagram
(Source: Alvesson and Sköldberg, 2017)
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Questionnaire
QUESTIONNAIRE
Demographic information
Name:_________
Gender:
 Male
 Female
Age Group
 Under 20 years
 20 – 29 years
 30 – 39 years
 40 – 49 years
 Above 50 years
How long, you are using Ryanair Airlines services to travel different places?
 1 – 3 year
 4 – 6 year
 7 – 9 year
 10 year or more
Searching online
How would you like to rate the following factors, when you search Ryanair’s website to buy
a ticket?
Strongly
satisfied
Satisfied Neutral Dissatisfied Strongly
dissatisfied
Ease to access
Complete set of
information
Easy to navigate
Online chatting
Payment
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Value for Money
How do you perceive fare charges charged by the company?
 Extremely high
 Little bit high
 Affordable
 Cheap
If company decides to increase airfare then, would you like to choose it still for the impressed
services delivery?
 Yes
 No
Quality of services
How do you perceive the quality of boarding facilities at Ryanair Airlines?
 Easy
 Comfortable
 Friendly staff
 Priority Board
 Terrible
Please rate below factors for in-flight facilities at Ryanair Airlines:
Excellent very
Good
Average Poor Terrible
Staff courtesy
Food and drink quality
Availability of attendants
Luggage space
Comfortable seating
Cleanliness
Waiting time
How long you have to wait in a queue at below points:
No wait Below 5
min.
6 – 10 min. 11-15 min More than
15 min.
Aircraft
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Boarding
Security
check-out
Express
baggage
Ticket
counter
Safety and security
How well you are satisfied with the safety and security arrangement of Ryanair?
 Extremely satisfied
 Satisfied
 Neutral
 Dissatisfied
 Extremely dissatisfied
Customer service delivery
Does Ryanair’s customer services staff member resolve your queries?
 Yes
 No
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