Dissertation: Low-Cost Airlines in Relation to Customer Satisfaction

This dissertation investigates customer satisfaction in the context of low-cost airlines operating in the United Kingdom and Europe. The research employs a survey methodology to gather data from 50 respondents, exploring their preferences, satisfaction levels, and the factors influencing their choice of airlines. The analysis includes age demographics, flight frequency, preferred airlines, and the importance of factors like online facilities, pricing, flight amenities, and destination distance. The study also examines the perspectives of employees. The findings reveal correlations between various factors and customer satisfaction, highlighting the significance of service quality and on-time performance. The research compares its findings with existing literature, confirming that online facilities, pricing, and flight convenience are key drivers for choosing low-cost airlines, while service quality and punctuality are crucial for customer satisfaction. The co-relation analysis shows the relationship between the factors of selecting low cost airlines and the aspects that raises feeling of satisfaction in them.

Running head: DISSERTATION
Dissertation
Research topic: Low-cost airlines in relation to customer satisfaction in United Kingdom and
Europe
Name of the Student
Name of the University
Author Note

1DISSERTATION
1.0 Analysis of the results
Q1. What is your age?
Options No of respondents Total respondents
Up to 18 years 2 50
18-30 years 13 50
31-40 years 21 50
41- 50 years 5 50
Above 50 years 9 50
Analysis
The research result shows that 2 respondents are of up to 18 years and 13 respondents
belong to 18-30 years. Moreover, 21, 5 and 9 respondents belong to 31-40 years, 41- 50 years
and above 50 years of age group respectively.
Q2. How often do you fly?
Options No of respondents Total respondents
Never 5 50
Once a year or less 19 50
Once a month 6 50
A few times in a month 12 50
2- 3 times a month 6 50
Once a week or more 2 50
Findings

2DISSERTATION
Thus, the result shows that 5 respondents never opted for flight, 19 respondents travel
through flight once in a year. 6 respondents are there who travel once a month and 12
respondents are there who travels a few times in a month. Lastly, 6 and 2 respondents travel 2- 3
times a month and once a week or more respectively.
Q3. Which airline you prefer the most?
Options No of respondents Total respondents
Ryanair 3 50
easyJet 15 50
Veuling 1 50
Jet2.com 7 50
Norwegan 13 50
WizzAir 2 50
Others 9 50
Findings
The research findings illustrates that 3, 15, 1,7 13, 2 and 9 research respondents prefer the
organization Ryanair, easyJet, Veuling, Jet2.com, Norwegan, WizzAir and other airline service
respectively.
Q4. What do you prefer the most- low-cost airline or full-service carrier?
Options No of respondents Total respondents
Low- cost airline 34 50
Full- service carrier 16 50
Findings

3DISSERTATION
Out of total 50 respondents, it is found that 34 respondents prefer low-cost airline and the
rest of the 16 respondents opted for full-service carrier.
Q5. What is your overall satisfaction rating in your chosen airline?
Options No of respondents Total respondents
Very Satisfied 19 50
Satisfied 22 50
Neither satisfied nor dissatisfied 3 50
Dissatisfied 1 50
Very dissatisfied 5 50
Findings
19 and 22 research respondents are very satisfied and satisfied for their chosen airline;
however, 1 and 5 research respondents are dissatisfied and very dissatisfied with their airline
services. Lastly, only 3 respondents are neither satisfied nor dissatisfied with the airline services
that they have chosen.
Q6. Do you agree that online facilities of the airline service drive your intention to choose that
airline company?
Options No of respondents Total respondents
Strongly Agree 16 50
Agree 21 50
Neutral 3 50
Disagree 4 50
Strongly Disagree 6 50

4DISSERTATION
Findings
16 and 21 research respondents strongly agree and agree with the fact that online
facilities of the airline service drives intention to choose Airline Company; however, 4 and 6
research respondents disagree and strongly disagree with the same research question. Lastly,
only 3 respondents had given a neutral perception on the concerned research question.
Q7. How far do you agree that you are satisfied by the pricing factor of the airline service?
Options No of respondents Total respondents
Strongly Agree 23 50
Agree 15 50
Neutral 5 50
Disagree 5 50
Strongly Disagree 2 50

5DISSERTATION
Q8. Do you agree that flight facility motivate you for choosing an airline service?
Options No of respondents Total respondents
Strongly Agree 17 50
Agree 21 50
Neutral 5 50
Disagree 5 50
Strongly Disagree 2 50

6DISSERTATION
Findings
17 and 21 research respondents strongly agree and agree with the fact that flight facilities
motivate the intention for choosing an airline service; however, 5 and 2 research respondents
disagree and strongly disagree with the same research question. Lastly, only 5 respondents had
given a neutral perception on the concerned research question.
Q9. How far do you agree that destination distance is a factor for selecting low cost airline
service?
Options No of respondents Total respondents
Strongly Agree 24 50
Agree 13 50
Neutral 3 50
Disagree 3 50
Strongly Disagree 7 50

7DISSERTATION
Findings
24 and 13 research respondents strongly agree and agree with the fact that destination
distance is a factor for selecting low cost airline service; however, 3 and 7 research respondents
disagree and strongly disagree with the same research question. Lastly, only 3 respondents had
given a neutral perception on the concerned research question.
Q10. How far do you agree that service quality of the airline services drives the satisfaction in
you?
Options No of respondents Total respondents
Strongly Agree 15 50
Agree 21 50
Neutral 6 50
Disagree 6 50
Strongly Disagree 2 50

8DISSERTATION
Findings
15 and 21 research respondents strongly agree and agree with the fact that service quality
of the airline services drives the satisfaction in them; however, 6 and 2 research respondents
disagree and strongly disagree with the same research question. Lastly, only 6 respondents had
given a neutral perception on the concerned research question.
Q11. Do you agree that on time arrival and departure of the airline is a factor for the
satisfaction?
Options No of respondents Total respondents
Strongly Agree 18 50
Agree 18 50
Neutral 4 50
Disagree 4 50
Strongly Disagree 6 50

9DISSERTATION
Findings
18 and 18 research respondents strongly agree and agree with the fact that on time arrival
and departure of the airline is a factor for the satisfaction; however, 4 and 6 research respondents
disagree and strongly disagree with the same research question. Lastly, only 4 respondents had
given a neutral perception on the concerned research question.
Questions for employees
Q12. How far do you agree that overhead savings is an essential factor for providing consumers
cheaper flights facility?
Options No of respondents Total respondents
Strongly Agree 5 10
Agree 2 10
Neutral 1 10

10DISSERTATION
Disagree 2 10
Strongly Disagree 0 10
Findings
5 and 2 research employees, who are the respondents strongly agree and agree with the
fact that overhead savings is an essential factor for providing consumers cheaper flights facility;
however, 2 research respondents disagree with the same fact. Lastly, only 1 respondent had
given a neutral perception on the concerned research question.
Q13. Do you agree that service savings is a necessary aspect for providing consumers cheaper
flights facility?
Options No of respondents Total respondents
Strongly Agree 5 10
Agree 3 10

11DISSERTATION
Neutral 0 10
Disagree 1 10
Strongly Disagree 1 10
Findings
5 and 3 research employees, who are the respondents strongly agree and agree with the
fact that service savings is an essential factor for providing consumers cheaper flights facility;
however, 1 and 1 each research respondent disagree and strongly agree with the same fact.
Q14. How far do you agree that operational savings is an essential factor for providing
consumers cheaper flights facility?
Options No of respondents Total respondents
Strongly Agree 3 10
Agree 4 10