Analysis survey data , recommendations and conclusion.

It is no question that air travel generally causes stress and anxiety for folks. Around the world, there are more than 150,000 commercial flights that embark each day. We were curious to know what would make air travel - an essential mode of transportation, a more pleasant experience for passengers. Unquestionably, there will be a benefit for airlines that focus toward customer service satisfaction. Our research was designed to measure airline customer service satisfaction based on respondent’s experiences. Through our extensive research, we found inexpensive but crucial implementations that airlines can apply to certainly improve the flight experience for passengers.

METHOD

We designed a 26-question online survey that measures the importance of individualized aspects of the in-flight experience. During the survey creation process, we held a focus group to better target the questions to fit our research objective. The respondents will answer questions that have been carefully crafted to get their opinion of the importance on the following:

a) Reliability –

Service must be dependable and consistent

b) Assurance –

Knowledge, skills and courtesy.

c) Tangible –

Physical evidence of service.

d) Empathy –

Individualized attention to customers.

e) Responsiveness –

Provide promptly services to passengers.

f) Quality of food and beverage –

meals on board.

g) The punctuality of flights and ground services.

h) Ticket flexibility

i) Location of airline offices and authorized agents.

j) Airfare’s price –

Is the price reasonable?

k) Decoration –

Interior design of an aircraft and air-hostess.

l) Onboard entertainment services.

m) Loyalty program–

VIP card, frequent flyer program

The form of possible answers for each question is on a scale from ‘strongly disagree’ to ‘strongly agree’. These measurements will have an impact to the weight of the importance each of the above aspects are to the respondent. Our online survey sample size is 30 people. The sample population includes men and women of all ages and backgrounds that have travelled via commercial aircraft.

RESULTS

LIMITATIONS

Factors that have caused limitations in our Marketing Research process are time constraints as well as the genuineness of respondent’s answers. We had a total of 3 months to complete our research. We also are reliant on the authenticity of respondent’s answers. There is no way for us to tell if their answers accurately reflect their thoughts. The reader should keep in mind that care should be exercised in generalizing these findings.

CONCLUSIONS AND RECCOMENDATIONS