Consumer Satisfaction in Travel and Tourism Sector

This presentation focuses on the effects of marketing operations on consumer satisfaction in the travel and tourism sector, specifically studying Thomas Cook. The aims and objectives include examining the concept of marketing and consumer satisfaction, analyzing the role of marketing in relation to consumer satisfaction in Thomas Cook, determining the relationship between marketing functions and consumer satisfaction, and recommending ways to improve consumer satisfaction. The research methodology involves a descriptive research design, interpretivism research philosophy, random sampling, and qualitative data analysis.

Consumer satisfaction in travel
and tourism sector.

Background of study
 Consumer satisfaction is the term often utilised in marketing.
 It is the activity of ways of supplied of goods and services by firm to meet or
exceed consumers expectation.
 It is determined as number of consumers or percentage of total consumers whose
reported experience with company, its goods and services exceeds specified
satisfaction goods.

Aims & Objectives
Aims:
“To determine the effects of marketing operations on consumer satisfaction-A study on
Thomas Cook.”
Objectives:
 To examine the concept of marketing and consumer satisfaction.
 To analysis the role of marketing in relation of consumer satisfaction in Thomas
Cook.
 To determine the relationship between marketing functions and consumer
satisfaction in Thomas Cook.
 To recommend the ways of improving the consumers satisfaction adopted by
Thomas Cook.

Research Methodology
 Methodology is research strategy which outline the mode in which study is to be undertaken
and determines the methods to be utilised in it. This will help to accomplish aims and
objectives of research.
 Research Design: Investigator will utilise descriptive research design because this kind of design
involve in qualitative which is described by theory, observation and surveys.
 This will help to attain the result of research. This will help to accomplish aims and
objectives of study.
 Research Philosophy: researcher will utilise interpretivism research philosophy because
there are small sample and in-depth investigation which will help to attain the result.
 Sampling: Researcher will utilise the random sampling because members of the sample are
chosen randomly and strictly by chance.
 The sample size is the 20 consumers by which investigator collect the data or info.

Theme 1: Rate the professionalism and
courtesy of Thomas Cook
Excellent Good Fair Poor
0
1
2
3
4
5
6
7
8
8
7
3
2
Column B

Theme 2: Method used while booking from
Thomas Cook
4
5 2
8
1
In person
Website
By Mobile Phones
Trip by agent
Others

Findings & Outcomes
 As per the above report and research it has been found out that how marketing
activities would have been impact on the customer satisfaction.
 On the other side, present study has been based on the effectiveness of marketing
and how it impacts customer satisfaction.
 So in order to conduct the study, study has been using different unique
technologies and development goals in order to meet out the research aims and
objectives.
 Besides, study has been taking use of qualitative method of data analysis and
select 20 respondents to collect the market survey in order to measure the study
outcomes.

REFERENCES
De Nisco, A., Papadopoulos, N. and Elliot, S., 2017. From international travelling consumer to place ambassador:
Connecting place image to tourism satisfaction and post-visit intentions. International Marketing Review.
34(3). pp.425-443.
Fletcher, A.J., 2017. Applying critical realism in qualitative research: methodology meets method. International
Journal of Social Research Methodology. 20(2). pp.181-194.
Flick, U., 2015. Introducing research methodology: A beginner's guide to doing a research project. Sage.
Goldberg, S. B. and et.al., 2017. Is mindfulness research methodology improving over time? A systematic review.
PloS one. 12(10). p.e0187298.
Harmeling, C.M. and et.al., 2017. Toward a theory of customer engagement marketing. Journal of the Academy
of Marketing Science. 45(3). pp.312-335.
Hassan, R.S. and et.al., 2015. Effect of customer relationship management on customer satisfaction. Procedia
Economics and Finance. 23. pp.563-567.

THANK YOU