Decision Making in Airline Industry
Introduction
This research proposal aims at finding how an airline industry determines their decision making. It includes the literature review that consists of different information concerning the decision making in an Airline industry. The literature review will be formulated in a way that it relates to the research question or the purposes of the research. The paper also discusses different methods that will be used to research information on decision making in an airline industry. This will include different methods that will be used to analyze data. The paper will be organized in a way that all the sources used to collect data can be easily identified. It also consists of the research methodology and procedures that are used to accomplish the research objectives. It also includes various limitations that will be encountered during the research. Lastly, it will present different ways used to communicate data and a conclusion that summarizes the whole proposal.
Research questions
- Determining decision making in an airline industry
- An investigation to establish the impacts of decision making regarding customers in an airline industry
Purpose(s)
This research aims at determining the decision making in an airline industry. Additionally, it will investigate the impacts of decision making regarding customers in an airline industry.
Literature review
Various theories have been put across in understanding the importance of customer service in an organisation especially in the airline industry. The common theory used in this case is the theory of customer service. According to (Binggeli et al, 2013, p.22), theory of customer service is based on satisfying and indentifying customer’s needs and most importantly meeting their expectations. The airline industry should be in a position to ensure commitment of delivering quality services to their customers in order to retain and gain customers loyalty which is the basis of sales generation (Binggeli et al, 2013, p.22). Organisation management and the staffs must be customer focused and have a common goal of meeting the customer’s wants. Decision making is necessary to ensure customers are treated right in order to ensure success of the industry. According to this theory, creation of customer service culture within an organisation is fundamental in ensuring the success of the organisation. This theory asserts that customer loyalty and satisfaction are closely connected to the quality of customer service and, essentially, to the industry’s profitability through good decision making strategies.
According to Yu (2002), failure of a company to grasp principles good decision making strategies, survival and performance will be hindered. According to Yu (2002), an effective decision making strategy that aims to ensure customer satisfaction is the basis of the theory of competition. To ensure successful operations of an organization, organizations must realize the essence of making customers’ needs as well as making effective decisions paramount. In this regard, profit seeking airline industries regardless of motivation are often forced by the competitive nature of the business environment to ensure proper and effective customer services as a way of retaining and gaining loyalty (Binggeli et al, 2013, p.22). Most importantly, treating customers with respect and ensuring proper relation is fundamental in enhancing business returns. Decision making should involve all staff members in order to term it as effective. Airlines with good decisions making strategies achieve a good customer care service which in turn promotes profits. To achieve profits within an airline industry, companies must ensure an effective decisions making culture; this will involves ensuring comprehensive training and development to the organization’s staffs as a way of providing excellent customer service (Demydyuk, 2011, p.42). In addition, companies should give power to staffs to create decisions that aim to ensure customers satisfaction. This theory also suggest the importance of a company to understand it customers through profiling them. According to Yu (2002), organizations should ensure an effective relationship with the customers through listening to their issues and concerns. Essentially, often dialogue with the customers is fundamental. According to the theory of customer service, companies have the responsibility of ensuring that the customers are well informed about organizations undertaking including special promotions and discounts (Prince & Simon, 2009, p.338). In addition, organizations should be flexible in regard to changing based on the customer’s expectations (Demydyuk, 2011, p.42). Companies should be in a position to provide new services and products that aims to ensure customer’s satisfaction. This is made possible through effective decision making strategies. Decision making strategies are important for the airline industry if success is to be achieved. Managers are the key decision makers and should be careful since some decisions if not well made can lead to failure of the airline industry (Punzel, 2011, p.43).
Research methods
Secondary data
Data collection
With the help of qualitative research, data will be collected through interviewing the respondents (United States, 2007, p.23). The interview question will be structured to allow the respondents fill in their honest opinion. The question will be in general form such that they will fit the context of all genders.
Data Analysis
Extracts from the interview will highly help in data analysis. The respondents are expected to fill in data in the questioners provided hence this information will be vital to carry out the analysis.
Presentation of the results
The results on the data obtained from interviewing the respondents will be presented by use of content analysis. The process will initiate collecting similar information with specific characteristics and recording it under on group.
Methodology
The appropriate methodology to carry out this research is qualitative method. This is because this approach aims at investigating in-depth the purpose of decision making in the airline industry in order to ensure profitability. This methodology is simple and provide accurate in terms of the data collected. This research methodology will be supported with use of questioners and interviews which will be used to involve the respondents. The methodology of this research is based on the theoretical foundation and hypothesizes. The main respondents will be the customers or the people affiliated to this company because they have the necessary needed knowledge to answer the research questioners. The aim of qualitative methodology is to confirm whether decision making strategies re effectively used in the airline industry and how they affect customers in the industry.
The research design will be based on the ability of the respondents to understand the purpose of the study. Open ended questioners will used in this research. Questionnaires are appropriate for this research because it is compatible and consistent to address all research questions which are supposed to be addressed by the end of the study. Each and every respondent will be given his or her own questioners which will be filled in according to their own understanding. The questioners will be open ended in order to give the respondents a chance to share their honest opinion without necessarily restricting them on particular topic.
Different customers will be interviewed randomly and their answers and opinions recorded down in an analytical table. The meaning and relevance of the result will be tested with the manner which the respondent will accurately answer the research questions. All information and data collected will be recorder precisely to await the later stage of analyzing them.
Justification for these methods
The qualitative method of research is used in this proposal and is accurate in giving information since use of questionnaires and surveys is effectively used (Saunders et al, 2009, p.45). Qualitative method is accurate and detailed thus ensuring the research is conducted appropriately and in the right time.
Limitations
- Some of the customers were not giving adequate
- It was very hard to interview all the participants.
- Take longer time when interviewing all the customers who were willing to provide information.
Primary data
Data collection
The data regarding the impacts of decision making regarding to customers in airline industry will be collected with help of questioners and interviews (Anderson, 2013, p.3).
Sampling
Data will be sampled by use of probability method
Ethical considerations
- First, we will obtain permission from customers as we start carrying out our research.
- Carry out things that will not cause physical or emotional harm to the customers.
- Report the exact data that was gotten after carrying out the research.
- The participants (customers) will receive fully protection such that the data they will give will be confident to unsure trust between both sides. Data protection is vital to make sure the respondents are not prone to any kind of harm.
Validity and reliability
Validity generally bases with aspects of the assurance that the questions constructed are phrased to the central point of research whereas reliability generalizes with the aspects of ensuring that if the study was to be conducted again with the same questions and parameters, the results will be similar and consistent(Anderson, 2013,p.3). The research will ensure validity through connecting the research design, background and the methodology and link each other appropriately and more so focusing on the overall guide and expectations as per the research questions and hypothesis. During interviewing the customers, we will only interview all customers who will be willing to provide information.
Communication of the results
The results will be communicated through use of graphs, tables and pie charts. The audiences of this research are customers in the airline industry who are affected by decisions made by the industry (Anderson, 2008, p.122). The channels of communication include the managers to the customers through the department of customer care services. Internet is also used in effecting communication in the industry which enables customers are kept informed on major decision making strategies.
Conclusion
From the above research paper it is evidently seen that the airline industry is profitable from its choice of decisions. The hospitality department is keen at making good decisions that will promote profits to the industry. Qualitative method of research is effectively and accurately used in order to ensure the research is effective. The airline industry is successful depending on the decisions made by managers in the industry. Decisions making process should ensure that all staffs are successful part of the process. This research describes impacts of decision making in regard to customers since airline industry is a major industry.
References
Anderson, D. R. 2008. An introduction to management science: quantitative approaches to decision making. Mason, OH, Thomson/South-Western
Anderson, D. R. 2008. Quantitative methods for business. Mason, OH, Thomson/SouthWestern.
Anderson, D. R. 2013. Quantitative methods for business.
Binggeli, U, Dichter, A, & Weber, M 2013, 'The economics underlying airline competition', Mckinsey Quarterly, 4, pp. 20-21, Business Source Complete, EBSCOhost, viewed 9 May 2014.
Demydyuk, G 2011, 'OPTIMAL FINANCIAL KEY PERFORMANCE INDICATORS: EVIDENCE FROM THE AIRLINE INDUSTRY', Accounting & Taxation, 3, 2, pp. 39-51, Business Source Complete, EBSCOhost, viewed 9 May 2014.
Prince, J, & Simon, D 2009, 'MULTIMARKET CONTACT AND SERVICE QUALITY: EVIDENCE FROM ON-TIME PERFORMANCE IN THE U.S. AIRLINE INDUSTRY', Academy Of Management Journal, 52, 2, pp. 336-354, Business Source Complete, EBSCOhost, viewed 9 May 2014.
Punzel, T. (2011). Risks and Decision Making Using the example of British Airways. Munich, GRIN Verlag GmbH.
Saunders, M., Lewis, P., & Thornhill, A. 2009. Research methods for business students. New York, Prentice Hall.
United States. 2007. Pilot's encyclopedia of aeronautical knowledge. Oklahoma City, OK, Federal Aviation Administration].
Yu, G. 2002. Operations research in the airline industry. Boston, Mass. [u.a.], Kluwer Academic Publ.
