Customer Satisfaction with Rynaire

This research project proposal focuses on customer satisfaction with Rynaire, a low-cost British airline. It explores the importance of customer satisfaction in the airline industry and the use of the Kano model to meet consumer expectations. The research aims to analyze the main factors and levels of customer satisfaction and identify key factors influencing customer satisfaction. The project follows a quantitative research methodology, including a survey of UKCBC students. The findings will provide insights into improving customer satisfaction in the airline sector.

UNIT 4 RESEARCH PROJECT
(PROPOSAL)

TABLE OF CONTENTS
1.1 FORMULATE AND RECORD POSSIBLE RESEARCH OUTLINE................................................................3
1.1.1 Introduction....................................................................................................................................3
1.1.2 Aims:...............................................................................................................................................3
1.1.3 Objectives:......................................................................................................................................3
1.1.4 Research question..........................................................................................................................3
1.2 RATIONALE........................................................................................................................................3
1.2.1 Scope..............................................................................................................................................4
1.2.2 Research project selection factors:.................................................................................................4
1.3 LITERATURE REVIEW..............................................................................................................................4
1.3.1 Customer satisfaction.....................................................................................................................4
1.3.2 Kano Model....................................................................................................................................5
1.4 RESEARCH METHODOLOGY...............................................................................................................6
1.4.1 Research type.................................................................................................................................6
1.4.2 Collection........................................................................................................................................6
1.4.3 Evolution techniques......................................................................................................................6
1.4.4 Quantitative research type.............................................................................................................7
1.4.5 Study population............................................................................................................................7
1.4.6 Sampling.........................................................................................................................................7
1.5 PLAN AND PROCEDURE.........................................................................................................................7
REFERENCES..............................................................................................................................................10
Appendix...................................................................................................................................................12

Customer satisfaction with Rynaire
1.1 FORMULATE AND RECORD POSSIBLE RESEARCH OUTLINE
1.1.1 Introduction
Rynaire is the British airline that is operating at the low-cost model. The organization has
been operating in the international as well as domestic services over 30 countries. Rynaire has
also focused on the better services among the consumers through the emergent and development
in the low-cost airlines.
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 is the
most important factors that help to measure the services as well as products to meet the surplus
expectation of the consumers. 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).
1.1.2 Aims:
The main aim of the research project includes meeting the customer satisfaction in the
airline's sectors. The company of Rynaire needs to focus on the satisfaction of the consumers that
helps the learner regarding the services.
1.1.3 Objectives:
1. To analysis the main concepts regarding the customer satisfaction
2. To determine appropriate regarding the customer satisfaction in Rynaire
1.1.4 Research question
1. What are the main factors that include the customer satisfaction?
2. What are the levels that lie in the customer satisfaction?
3. To identify the main factors on the customer satisfaction?
1.2 RATIONALE
The research project topic is customer satisfaction with Rynaire. 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.
The key performance indicator helps to balance the entire scorecard of business in terms
of customer satisfaction. With the help of the assessment of the customer satisfaction at Ryanair.
With the help of the creative features and profitable activities, the present report provide detail
information towards the plan and procedure.
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
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 (Tckhakaia et 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 (Helo et al. 2017).
Figure 1: Kano Model
(Source: Helo et 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 25
UKCBC students to know the results regarding the customer satisfaction provided by the airline's
sectors, especially Rynaire. 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 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 type
The main resources required in the research work includes with the primary as well as the
secondary process. The primary resources quantitative techniques that need to be considered by
the scholar at the time of gathering of appropriate information regarding the customer
satisfaction. The quantitative techniques lie with the conducting of a survey. The scholar needs to
develop the questionnaire on the 25 UKCBC students to identify the influential factors in the
customer satisfaction regarding the Rynaire Company. The secondary sources provide
information arising from the books, journals and websites regarding the research topic (Merlo et
al. 2014).
1.4.2 Collection
The main relationship between research resources and research question is that the research
resources determine the resources that include with the primary as well as secondary data to
gather the information. The research question provides the main areas in the topic that can be
helpful regarding the learner to understand properly.
1.4.3 Evolution techniques
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).
1.4.4 Quantitative research type
Therefore, it can be stated that with the help of the quantitative technique, researcher will
able to gather relevant infrormation towards the aims and objectives. In this way, effective
functioning will be develop to make sure that understanding process is needed with formative
evaluation process.
1.4.5 Study population
Evaluation provides 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.
1.4.6 Sampling
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.
1.5 PLAN AND PROCEDURE
Activities Week 2 Week
4
Wee6 Week8 Week
10
Week
12
Week
14
Week
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
questionnair
e
Gathering
data
Examining
the data
Finding
Recommend
ation and
further areas
to be
consider

Final
Submission

REFERENCES
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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.
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quality and customer loyalty in airline industry. Total Quality Management & Business
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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
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Hyett, N., Kenny, A. and Dickson-Swift, V., (2014). Methodology or method? A critical review
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Legislation.gov.uk (2017) Data Protection Act 1998 available at:
https://www.legislation.gov.uk/ukpga/1998/29/contents [Accessed on 1 Dec 2017]
Namukasa, J., (2013). The influence of airline service quality on passenger satisfaction and
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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).
Steven, A.B., Dong, Y. and Dresner, M., (2012). Linkages between customer service, customer
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Review, 48(4), pp.743-754.

Vaioleti, T.M., (2016). Talanoa research methodology: A developing position on Pacific
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Appendix
Figure 2: Kano Diagram
(Source: Alvesson and Sköldberg, 2017)