BHNC4108 Report: Analyzing Customer Satisfaction at Moon Travel

This report, prepared for BHNC4108: Statistics for Business, analyzes customer satisfaction and loyalty for Moon Travel, a travel agency. The study employed a quantitative approach, utilizing customer surveys and SPSS for data analysis. The report includes an executive summary, introduction, research methodology (including primary and secondary data collection), and an empirical study encompassing background of the case company, SWOT analysis, respondent demographics, and detailed analysis of customer satisfaction with various aspects of Moon Travel's services. Key findings reveal customer satisfaction with the services, staff friendliness, and email support, though areas for improvement are identified. The report concludes with recommendations for enhancing customer loyalty, such as improving administrative conditions, staff training, and targeted marketing efforts. The report highlights the importance of customer-centric approaches in a competitive market and provides actionable insights for Moon Travel to enhance its customer experience and drive business success.

BHNC4108:
Statistics for Business

Executive summary
Today, the conflict between organizations has been overwhelming and associations realize
that not only can they compete with each other at a cost, but they must introduce zero for
customers their prestigious. The purpose of this theory was to measure the level of customer
loyalty for the positioning organization only to understand the customer's needs from the
organization's perspective to improve customer service. Another project was to examine the
causes and factors that could hinder efforts to influence performance levels. The conceptual part
of the proposal focuses on management, the quality of management and the components that
influence the level of performance. Towards the beginning of the concept, aspects of
administration are first discussed and then the importance of customer loyalty and customer
loyalty evaluation is demonstrated. All information for the hypothesis category was gleaned from
the writing.
This analysis was conducted using a quantitative analysis method with methods of analysis
and a small meeting held with the owner of the organization. The study was divided into three
sections, which included a number of decision questions and included an open-ended study of
the client's feelings and ratings near the end. The study was distributed to the group over a
month.
In conclusion, the research revealed that the current level of assistance from the trip to the
moon can be determined with certainty and that customers are satisfied with the administration
they received. . In any case, some areas were identified for improvement. To improve the level of
customer loyalty, it is recommended that the organization improve its administrative conditions,
conduct staff training and adjust administrative costs, just like directing routine advertising
efforts to customers, attract new buyers and illuminate leaving the customer on unconventional
offers and upcoming deals.

Table of Contents
Executive summary.........................................................................................................................1
1. Introduction..................................................................................................................................3
1.1 Research Approach................................................................................................................3
1.2 Structure of the study.............................................................................................................3
2. Research Methodology................................................................................................................4
2.1 Data analysis..........................................................................................................................4
3. Empirical study............................................................................................................................5
3.1 Background of the case company and SWOT analysis.........................................................5
3.2 General Information about the respondents...........................................................................6
3.3 Moon Travel’s service and customer satisfaction.................................................................8
3.4 Customers find out about Moon Travel...............................................................................13
3.5 Customer’s buying behavior................................................................................................16
3.6 Customers loyalty................................................................................................................17
4. Conclusion and recommendation..............................................................................................19
4.1 Conclusion...........................................................................................................................19
4.2 Recommendation.................................................................................................................19
References......................................................................................................................................21

1. Introduction
In today’s modern competitive and current global economy, an organization needs to view
its customers like never before. The intensity of customer expansion and the savings of
opponents mean that a number of associations are looking for their own commercial outlets and
that net revenues have disintegrated.
The challenge for business today is moving from item management to customer center.
This is becoming more and more problematic as customers become more and more complex,
educated and educated. They received the highest levels of administration required. They need to
make a more transparent decision and not be "offered" or disciplined. In this way, customers
today are happy to be treated like a person. They must be respectful and feel that practice is
important. Administrative associations always stop at the top level of customer administration.
1.1 Research Approach
The main reason of this survey is to assess the level of customer satisfaction with the standard
administrations provided by the Moon Travel case group, which sells carrier and management
one or two tickets. plus with that. The method of analysis used in this proposal is a quantitative
strategy such as a customer survey. All information will be collected through analysis and
disseminated by SPSS measurable programming. In the light of the result of this information, the
ultimate creator will give the part that allows the organization to develop its level of
administration taking into account everything.
1.2 Structure of the study
The research is divided into six distinct parts. From the start, it has a show. Reasons for
demonstration include the objectives of the study, the inspection method, the stage of the study,
and the purpose of the study. The following section, the basis of the hypothesis, describes
general administrative thinking, customer loyalty, the impact of value on customer performance
and dependency.
The second part identifies with the analysis method which shows how the information was
collected and how it will be used in the study. This section also clarifies the quality and validity
of the study. Everything discussed in this part was based on how a hypothetical situation
interacted with a group of real customer retention cases.

The final aspect of the research is the conclusion; the findings and recommendation for the
future development of customer satisfaction level of the company.
2. Research Methodology
This section outlines the general part of the study method used in the test and explains how
the data sets were selected. Likewise, it is about the inconsistent quality and validity of the study
towards the end.
Primary data collection method
To obtain an accurate result in this study, the scientist used the method to verify essential
probability information by conducting a randomized experiment and selecting respondents from
68 out of 100 individuals to test the planned studies note. This strategy has been used despite the
fact that, with unequal probability, each client has the same opportunity to be selected by the
specific client of the case group. In addition, this cycle helps to avoid self-evident or one-sided
decision of test components. (Malhotra 2010, 117)
Secondary data collection method
For additional details on the issue related to customer satisfaction; secondary data has been
considered. Secondary data has been collected through journals, previous research papers and
articles. This method has been considered especially to build questionnaire and form questions
which will better reveal the main reason behind customer dissatisfaction.
2.1 Data analysis
The result of the collected data analyzed by method of Microsoft excel 2007 and SPSS. Data will
be presented in research using the pie, chart and table so that the information transmitted is clear
and reasonable for the reader. A total of 15 searches were made covering both closed and open
queries. Written explanation in the open question was analyzed by the method of using
hypothesis.

3. Empirical study
3.1 Background of the case company and SWOT analysis
Moon Travel is the new established travel agency in Australia. They have been offering
travel arrangements in the country since 2004. They offer one or two types of support to aviation
researchers across different countries. The principal passenger is the principal passenger.
However, with the ultimate goal of gaining specific knowledge of the market, they currently
work with specific complaints and travelers, for example, ethnic and Asian gatherings. So, most
of the buyers are Asian, then African and the rest in Australia.
To achieve the goal and stay out of danger, SWOT analysis is important. The features and
disadvantages are given the internal elements and the similarities and risks are given the external
variables. The goal is to explain the features, find the flaws, study the openings and identify the
danger to the Moon Pass. This SWOT tour of the Moon pictured below is shown from the
client’s decision.
Organizational quality is its location, professional personnel along with strong supplier.
These favorable conditions help the organization with a stable income and to attract countless
customers. In any case, just ticket sales management is just one of the major drawbacks of the
trip to the Moon. In addition, less advertising and promotion can lead to more customers being
lost. The client is not receiving relevant data from the site page. For example, because of the
powerless website page, customers who do not come close to the way of the organization do not
think about their offer and evaluation and as a result many people are unfamiliar with it.

In terms of external factors, the opportunity is developing the fastest growing commercial
segment estimate of the worldwide travel industry segment. The next door would be open to use
existing resources in a powerful way, for example these days people are very busy. They have a
much lower chance of going to a group to get a carrier ticket where they find out that a good
alternative could be an advanced option in web pages. In this way, the relevant website page of
the organization can have a significant impact on getting more customers. Also, instead of being
left with specific help, the organization should show multiple administrations to the client.
3.2 General Information about the respondents
The questionnaire was divided into three sections, first part about general information of the
customer, second; marketing communication tool and the third part concerned about satisfaction
level of the customer with service. The full section of the data includes the essential profile of the
respondents on gender, age, occupation and ethnicity. It is important that the case group think
about what kind of customer their customer is worth.
Gender

The first question was about gender of the respondents and all 67 respondents answer to that
question. The graph clearly indicating that over 58% was male respondents and about 42% was
female. Male counts one and half times more than female as customer.
Age
The figure clearly shows that the majority of clients have a place between the ages of 20 and 29,
accounting for 32.8% of total respondents. The second largest age group is 30-39 which means
28.4%. The most established collection is the smallest collection of talking customers at 7.5%.

The study shows that 9% of customers have a seat with a collection of less than 20 years and the
40-49 age group speaks to 22.4% of customers that nearly a quarter of customers full response.
3.3 Moon Travel’s service and customer satisfaction
This section of the study shows the client's current level of expected performance with the case
group offering administrations; just like the overall performance with the appropriate
organization. Furthermore, the key philosophy was to see if any changes were intended to
improve customer management.
The researcher has now conducted a examined question 9 to 12 where respondents were asked
question to choice from 1 to 5 and claim whether poor, very poor, neither poor nor good, good
and very good. Towards the end, the way in which a trait of value alters the perception of
performance is similarly analyzed.
3.3.1 Customer attitude towards the services provided by Moon Travel
The client's mind seems to be extremely positive, and they are satisfied with the administration
that took the trip to the moon showing Figure 14. Where the average value was 2.5, the entire
administration was on the 9 was reported coming around. a 4. This means that customers are
very satisfied with the administrations and have maximized the resilience of the product; email
support and follow through.
3.3.2 Customer’s opinion about staff friendliness
Below is the graph showing staff welcoming to customers

The above graph shows out of 67customer, 28 respondents very strongly agree that staffs are
friendly, and 20 says they are good which together represent over 71% of the total respondents.
Only 8 persons believed friendliness, and welcoming are poor and 11 respondents remain neutral
with neither satisfied nor dissatisfied.
3.3.3 Customer reaction about email service

Above bar graph indicates the majority of the customers are satisfied with email service, which
counts 41.8% of the respondent and 22.4% people thought the service is very good. However,
some are not satisfied with this service that counts 16.4% and 16.4% did not care about email
service.
In any case, to reflect on the adequacy of the result, the analyst used an insight into the age
collection, which was classified as a collection below at least 30 that was discussed with table 2.
One study shows that 12 out of 28 people under 30 rated the administration as horrible or
horrible, while only 1 in 39 of the subsequent collection rated this administration as horrible, and
as we saw before 20-29, the primaries were a key component of tightening the 32.8%.
Furthermore, the more consolidated collection is more satisfied with this administration which

included 31 frequencies. To validate validity, the analyst used the Mann Whitney U test in Table
3 which shows that 99.1% correctness of the test is correct.
3.3.4 Customer’s opinion about the price of the service