Customer Satisfaction Analysis: EasyJet & Ryanair - University Name

This report analyzes customer satisfaction in the context of EasyJet and Ryanair. The research aims to identify influential factors affecting customer satisfaction, employing a qualitative research strategy, inductive approach, and interpretivism. Primary data is collected through random sampling of tourism students, and thematic data analysis is used. The conclusion highlights the importance of customer satisfaction for business performance, including customer retention, competitive differentiation, and enhanced customer lifetime value. Recommendations emphasize the need to foster strong customer relationships, offer reasonable pricing, and utilize effective marketing strategies like sales promotions. This assignment is a valuable resource for students seeking to understand customer satisfaction within the airline industry, offering insights into factors such as pricing, loyalty, and the impact of marketing efforts.

Research Project
Research objectives
To explore the concept of customer's satisfaction
To analyse the impact of customer's satisfaction on organisation performance
To explore the different factors that have great impact over the customer's satisfaction


Research methodologies
In order to attain the objective, researcher have selected qualitative research strategy, inductive research approach,
interpritivism Research philosophy, primary data collection, random sampling by which 10 tourism students are selected and
thematic data analysis will be used where different graph and tables will represent the information.
Conclusion
It can be concluded from the report that there are several reasons
which state that customer satisfaction is important for the venture.
First, it is the leading indicator which tell the venture about the
customer repurchase of product and services and loyalty towards
the company. Secondly, it is way by which firm can differentiate
themselves from the different competitors. Third, it helps the
venture to decrease customer churn. Forth, it helps the venture to
enhance the customer lifetime value. Fifth, when it comes to the
word of moth, then satisfied customer will always promote
positive image of the organisation.
Recommendation
Organisation need to create effective relationship with the customer which
helps them to enhance loyalty and then customers will be highly satisfied.
If the firm is serving products at the reasonable prices so that all the customers
can afford them, then also customers will be satisfied with the venture.
If the venture is doing the different marketing activities such as sales
promotion for example discounts, one plus one free, coupons etc. then also
customers will be satisfied with the organisation.
Research aim
The key aim of the researcher is “To analyse the different influential
factors of customer's satisfaction: A case study of Easy-jet and
Ryanair”