Research Project on Customer Satisfaction in Southwest Airlines
Added on 2023-03-23
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RESEARCH PROJECT
RESEARCH PROJECT
Table of Contents
Introduction......................................................................................................................................3
Task 1...............................................................................................................................................3
LO 1: Understanding the methods of formulating research specification.......................................3
1.1 Formulating and recording the expected outcome of the research project 260.........................3
1.2 Identifying the factors contributing to the selection of the process of research conduction.....4
1.3 Undertaking a critical review of the references helping to understand the customer
satisfaction and the factors affecting the same................................................................................5
1.4 Producing research project specifications.................................................................................5
1.5 Producing an appropriate procedure and plan to conduct the research specification................7
LO 2: Be able to implement the research project to the specifications and within the agreed
procedures........................................................................................................................................9
2.1 Identification of the resources required to carry out the research and explaining the
relationship between research resources and research hypothesis...................................................9
2.2 Undertaking the research through producing the questionnaires..............................................9
Task 3.............................................................................................................................................14
LO 3: Be able to evaluate the outcomes of the research................................................................14
3.1 Mentioning the appropriate technique for research evaluation stating the reason(s)..............14
3.2 Analysing and interpreting the results of the original research...............................................15
Task 4.............................................................................................................................................16
LO 4: Be able to present the research outcome.............................................................................16
4.1 Presenting outcomes of the research the audience of Southwest Airlines...............................17
Conclusion.....................................................................................................................................18
References......................................................................................................................................19
Page 2 of 20
Table of Contents
Introduction......................................................................................................................................3
Task 1...............................................................................................................................................3
LO 1: Understanding the methods of formulating research specification.......................................3
1.1 Formulating and recording the expected outcome of the research project 260.........................3
1.2 Identifying the factors contributing to the selection of the process of research conduction.....4
1.3 Undertaking a critical review of the references helping to understand the customer
satisfaction and the factors affecting the same................................................................................5
1.4 Producing research project specifications.................................................................................5
1.5 Producing an appropriate procedure and plan to conduct the research specification................7
LO 2: Be able to implement the research project to the specifications and within the agreed
procedures........................................................................................................................................9
2.1 Identification of the resources required to carry out the research and explaining the
relationship between research resources and research hypothesis...................................................9
2.2 Undertaking the research through producing the questionnaires..............................................9
Task 3.............................................................................................................................................14
LO 3: Be able to evaluate the outcomes of the research................................................................14
3.1 Mentioning the appropriate technique for research evaluation stating the reason(s)..............14
3.2 Analysing and interpreting the results of the original research...............................................15
Task 4.............................................................................................................................................16
LO 4: Be able to present the research outcome.............................................................................16
4.1 Presenting outcomes of the research the audience of Southwest Airlines...............................17
Conclusion.....................................................................................................................................18
References......................................................................................................................................19
Page 2 of 20
RESEARCH PROJECT
Introduction
As a result, there has been a blooming market of the low cost airlines and this very reason
created the crowded stature within this industry (Wong et al. 2013). However, the situation has
been taken into account in this research project where the researcher has included a number of
studies both the primary and the secondary form of information. The research has considered
Southwest Airlines as their key organization making their functioning an example within this
industry. The satisfaction of the customers has been studied and the results showed that the
satisfaction level ranges from low to medium.
Task 1: Collection of organisational data and derived learning
LO 1: Understanding the methods of formulating research specification
1.1 Formulating and recording the expected outcome of the research project
260
Aims of the research are to study the effects of performance of Southwest Airlines within the
airlines industry of United Kingdom. The main objective of the research is to finding the
satisfaction level of the customers by the performance of the Southwest Airlines which is a low
cost airline in the United Kingdom. The students of UKCBC have been considered as the
audience in order to conduct the interview to understand and analyse the customer satisfaction.
Objectives of the research
To identify the main factors contributing in building up customer satisfaction in an
industry
To identify the issues among the customers of the Southwest Airlines and relating it to
functioning of other low cost companies in UK
To identify the level of satisfaction among the customers of Southwest Airlines
The conditions of the functioning of the airlines in UK have made it effective for the lower
budget flyers to travel to the foreign countries. However, the detailed study of the UK airlines
industry has produced the evidence of such functioning that does not satisfy the customers in this
sector. It has been made clear by the researchers that a cent percent customer satisfaction is not
Page 3 of 20
Introduction
As a result, there has been a blooming market of the low cost airlines and this very reason
created the crowded stature within this industry (Wong et al. 2013). However, the situation has
been taken into account in this research project where the researcher has included a number of
studies both the primary and the secondary form of information. The research has considered
Southwest Airlines as their key organization making their functioning an example within this
industry. The satisfaction of the customers has been studied and the results showed that the
satisfaction level ranges from low to medium.
Task 1: Collection of organisational data and derived learning
LO 1: Understanding the methods of formulating research specification
1.1 Formulating and recording the expected outcome of the research project
260
Aims of the research are to study the effects of performance of Southwest Airlines within the
airlines industry of United Kingdom. The main objective of the research is to finding the
satisfaction level of the customers by the performance of the Southwest Airlines which is a low
cost airline in the United Kingdom. The students of UKCBC have been considered as the
audience in order to conduct the interview to understand and analyse the customer satisfaction.
Objectives of the research
To identify the main factors contributing in building up customer satisfaction in an
industry
To identify the issues among the customers of the Southwest Airlines and relating it to
functioning of other low cost companies in UK
To identify the level of satisfaction among the customers of Southwest Airlines
The conditions of the functioning of the airlines in UK have made it effective for the lower
budget flyers to travel to the foreign countries. However, the detailed study of the UK airlines
industry has produced the evidence of such functioning that does not satisfy the customers in this
sector. It has been made clear by the researchers that a cent percent customer satisfaction is not
Page 3 of 20
RESEARCH PROJECT
possible to be acquired by any industry (Agnihotriet al. 2016). However, provision ofsatisfactory
results to the customers should be achieved by an industry through integrated provision of
services by different companies. However, it has also been consideredthat different sectors of
customers should be assisted by companies functioning in differential targetmarket selection.
Therefore, absence of such functioning within the industry has induced the likelihood of
conduction of one such research project. The Kano model provides an account of the level of
satisfaction among the customers in an industry defining the factors that might be attributed to
the same. This model has been integrated in the research to identify the loopholes in the
functioning of Southwest Airlines (Alvesson and Sköldberg, 2017).
The resources that have been considered appropriate for carrying out the research project are the
views and the reviews of the UKCBC students regarding the satisfaction level of usage of
services of Southwest Airlines. Besides, several books and journals have been included in the
study in order to gain knowledge about differentpostulations of theories of customer satisfaction.
The research has implied on the matter of concern faced by the low cost airlines in UK (Bansalet
al. 2015). The dissatisfaction of the employees in the low cost company like Southwest Airlines
has been found to be the main reason affecting the customer satisfaction level.
1.2 Identifying the factors contributing to the selection of the process of
research conduction
Selection of a research topic is a process that is required to be considered with proper
understanding in order to have a proper outcome that is desiredat the beginning of the project.
Therefore, the factors that have been considered to identifythe right research topic is stated and
discussed in this report (Blut iet al. 2015).
Firstly the situation of dissatisfaction of the customers from the services provided by the
organizations in the airlines industry is taken as an important issue. Therefore, the mindset of the
researcher has been considered to resolve the matter of insufficient roles of low cost companies
like Southwest Airlines in the UK airline industry (Brinkmann, 2014).
Page 4 of 20
possible to be acquired by any industry (Agnihotriet al. 2016). However, provision ofsatisfactory
results to the customers should be achieved by an industry through integrated provision of
services by different companies. However, it has also been consideredthat different sectors of
customers should be assisted by companies functioning in differential targetmarket selection.
Therefore, absence of such functioning within the industry has induced the likelihood of
conduction of one such research project. The Kano model provides an account of the level of
satisfaction among the customers in an industry defining the factors that might be attributed to
the same. This model has been integrated in the research to identify the loopholes in the
functioning of Southwest Airlines (Alvesson and Sköldberg, 2017).
The resources that have been considered appropriate for carrying out the research project are the
views and the reviews of the UKCBC students regarding the satisfaction level of usage of
services of Southwest Airlines. Besides, several books and journals have been included in the
study in order to gain knowledge about differentpostulations of theories of customer satisfaction.
The research has implied on the matter of concern faced by the low cost airlines in UK (Bansalet
al. 2015). The dissatisfaction of the employees in the low cost company like Southwest Airlines
has been found to be the main reason affecting the customer satisfaction level.
1.2 Identifying the factors contributing to the selection of the process of
research conduction
Selection of a research topic is a process that is required to be considered with proper
understanding in order to have a proper outcome that is desiredat the beginning of the project.
Therefore, the factors that have been considered to identifythe right research topic is stated and
discussed in this report (Blut iet al. 2015).
Firstly the situation of dissatisfaction of the customers from the services provided by the
organizations in the airlines industry is taken as an important issue. Therefore, the mindset of the
researcher has been considered to resolve the matter of insufficient roles of low cost companies
like Southwest Airlines in the UK airline industry (Brinkmann, 2014).
Page 4 of 20
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