HND Research Project: Operational Department & Wizz Air Customers

This research project, conducted for an HND in Travel and Tourism, investigates the role of the operational department in enhancing customer satisfaction within Wizz Air, a low-cost airline. The study aims to determine the concept of customer satisfaction, identify the influence of the operational department in improving Wizz Air's offerings, and analyze the role of the operational department in maximizing customer satisfaction. The research includes a survey with respondents from different backgrounds. The findings reveal the importance of the operational department in satisfying customer needs, with a focus on planning, staffing, marketing, and finance. The analysis indicates that the operational department plays a crucial role in avoiding delays and improving service offerings. The project concludes that the operational department is essential for achieving high levels of effectiveness and customer satisfaction in the airline industry.

RESEARCH PROJECT
(“To identify the role of operational department in increasing the satisfaction of customers. A study on Wizz air.”)
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Planning Staffing Marketing Finance
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2
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7
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9
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10
7
8
5
Column B
THEME 4: Influence of operational department in
improvising offerings of Wizz air
Q4) What is influence of operational department in improv
Wizz air?
Help in avoiding delays
Delay recovery
Interpretation: The main focus of operational department is
on make improvement in the offerings provided through Wizz
air. There are 18 respondents and according to their opinion
that operational department helps in avoiding any kind of
delays. If there will be any delay arise then it will develop
negative impact on operations of organisation. On the basis of
opinion of 12 respondents that delay recovery is a main
impact of operational department for make improvement in its
providing.
Introduction
In travel and tourism industry the success as well as failure of any
business depends over the quality services offered by its players and level
of customer satisfaction. This is because being a service industry it is very
essential for a company to keep its customer happy as well as satisfied
with offering of company in order achieve sustainability in such
competitive environment
This research is conducted for addressing issues by
collecting as well as analysing information and data by using
different sources. This present work is based on determine
role of operational department in satisfying needs of
customers. It is wider area of study that helps in provide clear
way to people for develop their knowledge as well as skills
in all areas of aspect study.
Aim:
“To identify the role of operational department in increasing the
satisfaction of customers.”
Research Objectives:
 To determine the concept of customer satisfaction in context of
travel and tourism organisation.
 To identify the influence of operational department in improvising
offerings of Wizz air
 To analyse the role of operational department in maximizing
customer satisfaction in Wizz air.
Research Questions:
 Explain about the concept of customer satisfaction in context of
travel and tourism organisation?
 What is the influence of operational department in improvising
offerings of Wizz air?
 Describe about the role of operational department in maximizing
the customer satisfaction in Wizz air?
Interpretation
THEME 1: Operational department helps in satisfying needs of customers in travel and tourism sector.
Q1) According to your point of view, does operational department helps in
satisfying needs of customers in travel and tourism sector?
Frequency
Yes 26
No 4
Yes No
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5
10
15
20
25
30 26
4
Column B
Interpretation: From the above mention analysis, it has been interpreting that there are 26 respondents and
they said that operational is a main department that plays a necessary role in business. It is helpful in satisfying the
demands and needs of people in travel and tourism industry. There are 4 respondents which are not agree with this
given statement.
THEME 2: Role of operational department in travel and tourism sector
Q2) What is the role of operational department in travel and tourism sector? Frequency
Planning 10
Staffing 7
Marketing 8
Finance 5
Interpretation: From the above analysis, operational department plays a necessary role in develop high level
of effectiveness. According to opinion of 10 respondents that planning is an essential role of operational
department. There are 7 respondents which said that staffing is a most necessary function. It is necessary to hire the
right employee at right place so that it can able to perform the tasks or activities in significant way. Under this, there
are 8 respondents and according to them, marketing is a necessary function and operational department find the
attractive ways to connect with people and also satisfying demands of customers. 5 respondents are agreeing with
the finance role. It need to manage the finance on the basis of set activities.
Aims and Objectives
Conclusion
Background of Research
Customer satisfaction plays a crucial role within the growth as well as
success of an organisation specially in relation with the travel and tourism
industry. This will also support a company to maintain a loyal customer
base which in turn also help in achieving competitive edge at marketplace.
The current report is based on Wizz Air which is a low cost airline with its
headquarter in Budapest, Hungary. It serves around 44 countries and over
60 destinations.