Customer satisfaction in airline industry-A case study Ryanair Airline Travel and Tourism

Research Proposal
Topic: Analysis of customer satisfaction in airline industry-A case study Ryanair
Airline
Travel and Tourism
Module Tutor: Mr. Bruno
Module Code: RMET6053
Student ID: 51682
1

Contents
Title..................................................................................................................................................3
Introduction......................................................................................................................................3
Rationale..........................................................................................................................................3
Research Question...........................................................................................................................4
Research Objectives.........................................................................................................................5
Literature Review............................................................................................................................6
Research Methodology....................................................................................................................8
Time-line........................................................................................................................................12
Reference List................................................................................................................................14
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Title
Analysis of customer satisfaction in airlines industry- A case study of Ryanair Airline
Chapter 1
Introduction
The research is the efficientlearning of sources for the purpose of establishing the actual facts
and reach new results. The research will be made on thetopic of Customer satisfaction in
airlines industry- A case study of Ryanair Airline.This research will entail the various factors in
order to get better the customer satisfaction in Ryanair, UK. These aspects are service quality,
assurance and occurrence to flight in week or month, and strategies of pricing. Furthermore, this
study gives the precise and dependable result due to use pragmatism philosophy and mixed
research method. This task recognizes the aspects that further to the process of research project
assortment (Ariffin, Salleh, Aziz and Asbudin, 2010).
Rationale
The role of the customer satisfaction keeps huge importance in the airline industry as there are
number of researchers that have shown the customer satisfaction in positive manner which
influence the profitability of the organization. Because of this, the results of customer
satisfaction and discontent should be focused in an effective manner for up gradation or whatever
to attain best productivity. According to David, (2013), customer satisfaction is entirely relied on
the attitude of the customer towards the service provider or an emotional reaction to the disparity
between what customers expect and what they attain, in relation to the completion of some need,
desire or aims. Wong and Musa, (2011), argued that customer loyalty is considered as the
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