Report on Ryanair's Customer Care Charter and Consumer Decision Making

This report analyzes Ryanair's customer care charter and its impact on consumer decision-making. The introduction highlights Ryanair's commitment to providing affordable airline services and maintaining a strong brand image. The report then explores the five key factors considered under the Customer Care Charter, followed by a detailed examination of the consumer decision-making process, including need recognition, information search, evaluation of alternatives, purchase decision, and post-purchase behavior. The report emphasizes the importance of understanding consumer behavior and providing a platform for addressing customer grievances. The conclusion summarizes the key findings, emphasizing the significance of the Customer Care Charter in influencing consumer behavior. The report references academic sources to support the analysis.

Consumer buying decision making for
Customer Care Charter

Table of Content
Introduction
Five factors considered under Customer Care
Charter
Customer decision making process
Conclusion

INTRODUCTION
Ryanair is the organisation which is providing different airline services
from 1984. This association have headquarter in Ireland and
providing better services to consumer at affordable price, they are
able to maintain good brand image in industry. In this presentation,
there will discussion about charter which provides timely assistance to
consumers. This is the platform with which consumer get better and
specific information about their issues and grievances. There is
selection of “Customer Care Charter” which is platform to support
consumers.

Five factors considered under Customer
Care Charter

Customer decision making process
Consumer decision making is the
process through which it is easy
for organise to analyse and
collection of information about
requirements of consumers and
taking actions for planning for
alternative method and lastly its
influence on decision making of
consumers.

Contd...
Consumer decision making process is time consuming because there is
difference in buying behaviour of individuals. There are possibilities
that sometimes individuals are not able to decide whether positive
outcome has to be achieved or not. There are five steps under
consumer decision making through which post purchase behaviour
of consumers can also analysed.

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Need Recognition: In this step, there is discussion about
understanding what is the requirement of consumers. It is analysed
that there is requirement of some platform through which they can
share their issues and grievances to management of Ryanair.

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Information search: Then after recognition what is the requirements
of consumers, some researches are done in order to understand what
must be available through which best option can be availed. In this
step, consumers analyse what has to be done through which they can
deal with problem.

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Evaluation of alternative: After analysis and coming with some
specific information, it is clear that there must be some alternative as
well so consumer does not get hurdled and their issues can be
resolved. In this stage they come with off line sources through
which issues can be communicated to management.

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Purchase decision: After conducting above mentioned step,
consumers are ready to apply at “Customer Care Charter”. If this
platform is communicated properly, then they are ready to use it. At
this stage, consumer analyse properly that platform is better or not.
Hence it is responsibility of managers to take check what is the issue
and revert frequently.

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Post purchase behaviour: After availing services, there are
possibilities of positive or negative outcome as feedback, then it is
important to take corrective actions. This makes proper use of
“Customer Care Charter” for consumers.

CONCLUSION
From the above mentioned steps, it is clear that consumers buying
behaviour is different as per perception but at the same time, this
requires complete and specific information about changes which is
launching “Customer Care Character”.