Impact of Customer Satisfaction on Thomas Cook: Research Report

This research report investigates the impact of customer satisfaction on travel and tourism management, with a specific focus on Thomas Cook. The report begins with an overview of the travel and tourism sector, emphasizing the importance of customer satisfaction in attracting and retaining customers. It then delves into the background of Thomas Cook, highlighting its role as a major player in the industry. A literature review explores various authors' perspectives on customer satisfaction and its influence on travel management, emphasizing the need for quality services and attractive holiday packages. The research methodology section outlines the research design, philosophy, and approach, including data collection methods and analysis techniques. The data analysis chapter presents the findings of the research, examining the effectiveness of consumer satisfaction and the quality of services provided by Thomas Cook. The report concludes with recommendations for Thomas Cook to improve customer satisfaction and enhance its performance in the competitive travel market. The report emphasizes the importance of understanding customer needs, providing high-quality services, and adapting to the changing dynamics of the tourism industry.

RESERACH REPORT
(Impact of customer satisfaction on Travel and
Tourism Management: A case study of
Thomas Cook)

Table of Contents
CHAPTER 1 – INTRODUCTION...........................................................................................................................5
1.1 Overview.......................................................................................................................................................5
1.2 Background...................................................................................................................................................6
1.3 Literature review...........................................................................................................................................6
1.4 Aims and objectives......................................................................................................................................8
Chapter 2 – RESERCH METHODOLOGY............................................................................................................9
Research Philosophy.........................................................................................................................................10
1.5 Gantt chart...................................................................................................................................................11
2.1 Resources....................................................................................................................................................11
2.2 Questionnaire..............................................................................................................................................11
2.3 Data and relation variables.........................................................................................................................12
3.1 Data collection method...............................................................................................................................13
Chapter 3 – DATA ANALYSIS.............................................................................................................................13
Introduction.......................................................................................................................................................13
3.2 Data analysis..............................................................................................................................................14
Chapter 4 : CONCLUSION AND RECOMMENDATION..................................................................................17
CONCLUSION.................................................................................................................................................17
Recommendations.............................................................................................................................................19
REFERENCES.......................................................................................................................................................19
..............................................................................................................................................................................20
...............................................................................................................................................................................20

CHAPTER 1 – INTRODUCTION
1.1 Overview
Travel and tourism sectors provide best quality of services to their services and try to
fulfil their needs as well. They are able to reach them to their destination in which consumer
wants to be their. Staff members have to manage their services which are able to satisfying
the demand of people (Aldebert, Dang and Longhi, 2011). They have to opted various types
of methods and planning in order to attract large number of people and try to fulfil their needs
as well. Have to ensures that provide proper comfort to them and maintain their health as
well. The present report is based on Thomas cook which is the British large travel company
and providing best quality services to their targeted customers. In today's world lots of people
use their goods and services. Also they satisfy their needs. Organizations have to opted
various types of methods and procedures which are helpful in attain their basic goals and
objectives. Their long term as well as short targets can be achieve if staff members manage
their performance. Government framed some different types of rules and regulation which
having impact on the travel and tourism management. Companies have to follow all rules and
regulation which are imposed on them as per the law. Managers and leaders needs to use their
collective efforts in order to explore their goods and services in across the boundaries and try
to improve their earning as well (Blanke and Chiesa, 2011). Thomas cook offer best quality
of products and services to their customers and try to attract them as well. The biggest
strength of this firm is offering attractive holiday packages which can able to satisfying needs
to of people. Customers enjoy place where they go and stay in the hotel which is included in
their packages.
1.2 Background
In present world, satisfaction of customer needs is play an important role in the travel
and tourism sector. Organizations have to provide best quality of services to their customers
and to attract them as well (Dickinson and Lumsdon, 2010). Companies have to promote their
goods and services in international market and try to increase their number of customers as
well. The staff members of Thomas cook have to use their collective efforts and skills in
order to enhance their services in across the border.

They have to provide attractive holiday packages to them which are affordable for
them and people can easily choose them. The biggest strength of this firm is, it opted various
types of methods and plans which are beneficial for them in order to manage their
performance and also try to meet expectation of people (Garín-Muñoz and Pérez-Amaral,
2011). Consumer satisfaction is having impact on the travel and tourism sector through which
companies are able to earn best return and increase their number of customers as well.
1.3 Literature review.
This chapter is able to define views of various types of authors which help
investigator to identify best techniques for satisfying needs to people and provide services
which are able to meet needs to customers. Each and every author having their own views
and opinions regarding travel and tourism management. Views of authors are very helpful for
researchers to collect data or information which are related to travel and tourism sector. With
the help of their opinions investigators are able to boost up their confidence and gather lats of
knowledge as well.
According to the view of.......... it has been stated that, satisfaction of customer is play
an important role in travel and tourism management. Staff members of Thomas cook needs to
opted various types rules, regulation and policies in order to provide best quality services to
their customers and try to improve profit margin as well. In this modern era, lots of people
take holiday packages for travelling across the domestic country. There are number of visitors
who opted services of travel and tourism sector with families, friends and much more. In this
modern world, travel and tourism sectors growing sectors who needs to expand their services
in international market. Providing services can meet satisfaction of people and earn profits.
Number of visitors are increasing day by day which is helpful for them to improve their
performance. People can satisfy when organization providing bets quality of services. Also
they are responsible to maintain their heath and safety during travelling. Firms have to
compensate if any legal or harmful injury is arise during travelling to people. Through this
companies are able to meet their level of satisfaction and receive faithfulness of people.
Destination is the word on which people reach where they want to go and spend much time as
well. Satisfaction of people is the sign of good quality of services which is provided by firms.
As per the opinions of..... it has been defined as every travel and tourism sector have
to provide best quality services to people which can easily attract larger number of people.

Staff members of Thomas cook must ensures that their goods and services can be able to
meet satisfaction of people and maintain their performance as well. Government of UK
framed various types of rules and regulation which are imposed on them which have to fulfil
by organization while offering services to people. Quality can be maintain when Thomas
cook research about basic needs or demand of their people. They are responsible to maintain
health and safety of people. This process is having impact on the existence of travel and
tourism sector. Through this they can able to enhance their services in international market.
Thomas cook needs to offer best holiday packages and attract people as well. Packages which
are offer by the organization must be affordable by people and through which they can
improve their level of earning. With the help of this process Thomas cook can able to opted
various types of strategies and try to attain their long term as well short term goals and
objectives. Staff members have to take reasonable step in the interest of service users and
their employees as well. During travelling customers must follow the instruction of members
in order to maintain health safety of them.
On the basis of the views of......... has been clarified that, consumer satisfaction is
having impact on the travel and tourism sector. For the same purpose opted different
strategies and plans and also introduce their goods and services to their targeted audiences.
Through this companies are able to attain their their set of goals and objectives. If large
number of people are use the services of travel and tourism it is the indication that firms are
able to deliver best quality of services and able to fulfil the needs to people as well.
In accordance with the words of.... it is depicted that, Thomas cook have to opted
various types of methods and policies in order to satisfying the demand of people. They needs
to upgrade existing criteria which are helpful for them in their long term and short term.
Maintain goods relation which customers with the help of best quality of services. Additional
services must be provide to them for attract them and improve their performance as well.
There are various types of methods which are opted by the Thomas cook company for
satisfying the needs to customers are as aligned below:
 Staff members have to analyse their current quality of services then
compare them with previous one. After analysing they have to take
reasonable step to improve them which having impact on their
existing performance.

 Needs to identify which services sector needs to be develop or
established to meet standard level of satisfaction.
 Maintain relationship with their targeted customer through listen
their problems and try provide best possible solutions to them.
 Try to make effective recommendation in order to modifying or
upgrading the existing service quality.
 Fulfil their responsibilities which are imposed on them regarding
health and safety of of their customers.
 Opted various types methods and procedure which are helpful for
them to enhance their services.
1.4 Aims and objectives.
Research aim:
To critically evaluate the impact of satisfaction of customer on travel and tourism
management- A study on Thomas cook.
Research objectives:
 To identify the effectiveness of consumer satisfaction.
 To analyse the quality services by travel and tourism sector.
 To critically analyse the impact of satisfaction of customer on travel and
tourism management (Ghimire, 2013).
 To recommend various types of methods through Thomas cook satisfying the
customer needs and improve their performance as well.

Chapter 2 – RESERCH METHODOLOGY
Researcher methodology
In this part tools and techniques used and discussed in this report. At the time of
carrying out of the research there are so many point which have to be considered.
Advertisement impact on the development and comparative advantage have to be analysis. In
this the case study of the Cartier, philosophies, research design will be done in this report
(Gössling and et. al., 2010). By this the scholar will be able to know the method which will
used for the collection of the data.
Research Design
According to this guideline the scholar have to do the research or study. The research
have to do the investigation on the topic in this explore design. This is used on that topic on
which the disused by the scholar. But in this report the deign of descriptive have been used.
The company give the instruction between the consumer about the advertisement (Heung,
Kucukusta and Song, 2010). This will help in generating the and information by this the
research that will help in proceeding further into the study.
Research Philosophy
This will help in getting the knowledge about the research data. This will help in
doing the study. There are three method to doing the philosophy. These three are Pragmatism,
positism and realism. But in this topic the company have taken the pragmatism philosophies
research. In the the review and view have been taken of the researcher who have taken the
research. According to that the data have been analysed (Hjalager, 2010). This will help in
getting the effective result in the market because the data which is collected that is reliable.
Research Type
Research can be done in two methods. One is quantitative and other one is qualitative.
This is the data. In this situation the qualitative data have been used which will arrive and
help in getting the accurate conclusion (Hudson and Thal, 2013). By this proper interpretation
have been done and this will help in doing the marketing also.
Research Approach

In this research the researcher have used deductive approach in the investigation. This
will cover all the data of general form and specific form. In this approach of the whole
process have been identified for starting to the last (Mair and Jago, 2010). This will help in
analysis the market on the topic.
Research strategy
The questioner have been adopted by the researcher to investigate the impact of the
advertisement. Which will give the competitive advantage of the company. The data will be
analysis because the response have been collected this will help in making the conclusion.
This is the Authentic information which is gather by the researcher (Malakauskaite and
Navickas, 2010).
Research Techniques
The technique have been used in this report that is the metrics analysis. This is made
according to the questionnaire themes. This will help in analysing the data (Moutinho, 2011).
This is asset by effectively evaluated that's way it is most suitable for the Thomas Cook.
Sampling
The survey will be done by given the questioner to the consumer in the market. The
consumer will be selected any 20 randomly (Papatheodorou, Rosselló and Xiao, 2010). They
will fill by their thinking and they will show their perception about the company service. This
will give the data for the judging them.
Research question
 What is the impact of consumer satisfaction ?
 Critically analyse the impact of customer satisfaction on travel and tourism sector.
 How organization use various types of methods in order to fulfil needs to people ?
 How Thomas cook maintain health and safety of people ?
1.5 Gantt chart.
Activity/ weeks 1 2 3 4 5 6 7 8 9 10 11
Research proposal
Aims and objectives
Literature review

Research methodology
Data collection
Data analysis
Recommendation
conclusion
2.1 Resources.
While conducting the research of physical resources investigators required various
types of resources such s books, time and much more. Appropriate time must be required for
the purpose of gathering information and data. On the other hand, finance is also useful to
purchase things.
2.2 Questionnaire.
Name:
Age:
Gender:
Q1. Is customer satisfaction is important in travel and tourism sector ?
 Yes
 No
Q2. As per your views Thomas cook provide best quality services to their targeted
audiences?
 Yes
 No
Q3. Do you really think health and safety is have to manage by every travel and tourism
sector ?
 Highly required.
 Less required
 No requirement
Q4. What is the significant role of Thomas cook in fulfil the needs to consumer
satisfaction ?

 Very much important
 Less important
Q5. Why Thomas cook needs to develop areas in order to meet consumer satisfaction ?
 Retaining consumers.
 For high competition.
 Improve level of earning.
Q6. According to your opinion Customer satisfaction is play an important role in growth of
travel and tourism management ?
 Yes
 No
2.3 Data and relation variables.
Customer satisfaction is having impact on the growth and development of travel and
tourism management. There is the growing concern that two various are there Customer
satisfaction and travel and tourism management. The information is gather in order to
identifying its effect.
3.1 Data collection method.
The data and information with the help of questionnaire, for the same the proper
formate has been framed which are related to satisfaction of people. Through different types
of questions, the people will answer those question and which is helpful in analyse the best
result. This type of method is called as qualitative method in which information and data is
gather and analysed as well. Thomas cook can easily meet their level of satisfaction and try to
attract people as well. With the help of questions customers are able to define their views and
opinions as well.

Chapter 3 – DATA ANALYSIS
Introduction.
In this report, the another chapter is based on data analysis. It is the technique which
is helpful in collection of data or information. With the help of this process the data has been
properly collected which are related to the present topic. The present report is based on
customer satisfaction in travel and tourism sector. Thomas cook have to opted various types
of plans and rules which needs to be implemented when it is required. When organization
provide best quality of services to their customer then they can able to build trust or faith
among targeted audiences. For the same purpose company conducted thematic analysis which
is beneficial for them. Through this relevant information or data is collected which is helpful
for investigators in research report.
3.2 Data analysis.
Theme 1 : Customer satisfaction is provided by the travel and tourism management.
Finding- With the help of this analysis, it has been identify that level of satisfaction of people
regarding travel and tourism management. Every company have to provide better quality of
15
5
Yes
No

goods and services to people in order to attract them and fulfil their needs as well. On the
basis of above pie diagram 75% people are agree with the statement that travel and tourism
management is able to offer proper satisfaction. Staff members have to opted various types of
methods and procedures through which they can attain their target and goals and as well. On
the other hand, 25% people are refused to accept the same statement that tourism sectors are
not able to meet the level of expectation of people. In today's world lots of people are use the
services of organization and enjoy a well. They can used to stay at place and pay against the
same and enjoy their packages as well. Company offer best and attractive holiday and other
packages to people but which are needs to be at reasonable price which are easily accepted by
them. Further, people can select cheap in price and hight in quality services and try meet their
level of satisfaction as well.
Theme 2 : Satisfaction of people is helpful in growth and development of travel and
tourism sector.
Finding- Through this it has been evaluated that if companies are able to provide best
services to them then they can contribute in the growth and development of travel and
tourism sector. On the basis of above pie it has been examined that 90% people are satisfy
with the above mentioned statement that proper attainment of level of customer it can play an
significant role in the growth and development of those sectors. Companies use various types
of techniques which are helpful in providing best quality services to their customers. On the
other hand, 10% people think that attainment of needs of people is not able to helpful in
growth and development of travel and tourism.
Theme 3 : Thomas cook needs to develop areas in order to attract large number of
customers.
18
2
Yes
No