Ryanair: Case Study on Customer Satisfaction and Service Quality

This case study examines the relationship between service quality, price, and customer satisfaction within Ryanair. The research employs an inductive approach and interpretivism as its philosophical stance, utilizing a descriptive research design. Data collection methods include primary questionnaires and secondary sources such as articles, internet resources, and books. A random sampling technique was applied, involving 20 UKCBC students. The study investigates the influence of low-cost carrier rates, service quality, and employee expertise on customer satisfaction. The findings suggest that both service quality and pricing are crucial in influencing customer satisfaction, leading Ryanair to offer low-cost airlines and quality services. The research concludes with a poster summarizing the results and implications for enhancing customer satisfaction and profitability. The research also includes the analysis of the impact of low carrier rates and experienced staff on customer satisfaction.

Aim-
To assess the role of service quality and price for influencing
customer satisfaction in aviation industry- a case study of
Ryanair.
Objectives-
 To assess the role of service quality and price on
customer satisfaction
 To analyse the effect of service quality and price factors
on customer satisfaction
Theme 4- Ryanair staff is well versed in order to
fulfil the needs of consumers and attain satisfaction?
Theme 1- Why do you prefer using Ryanair airlines for
travelling?
Theme 2- Do you think that service quality and price plays
a major role in influencing customer satisfaction?
Theme 5- Airlines focusing upon low carrier rate
influences more number of consumers?
Theme 3- Do you assess that delivering quality services to
customers will help firm in retaining clients for long run?
Theme 6- Do you think service quality should be measured by
management of airlines from time to time in order to overcome customer
dissatisfaction?
Conclusion
Above study replicates that service quality and price factors are considered crucial in relation to
influence customers towards airlines and enhance satisfaction. Therefore, Ryanair introduces
quality services and low budgeted airlines that enhances travellers to once travel from such
airlines and improves profitability. Through delivering low price carrier facility and experienced
staff for delivering quality services helps Ryanair to influence customer satisfaction. Data has
been collected from UKCBC students and identify their opinion regarding low cost airlines and
its usefulness so that sales ratio can be enhanced. Later a poster has been made which assesses
the overall results obtained from the research.
Research approach- inductive
Research philosophe- interpretivism
Research design- descriptive
Data collection methods
primary questionnaire
secondary-articles, internet sources, literature and books
Sampling- random sampling technique 20 UKCBC students