Low cost airline „Ryanair“ service quality

The object of the research - the quality of service The aim of the research- to evaluate service quality of the low cost airline “Ryanair”. The tasks of the research : 1. Define the concept of service quality and value of airline business; 2. Analyze potential setting models of airline quality; 3. Identify the indicators that determine quality of airline; 4. Set “Ryanair” quality of services considering the point of view of consumers and experts The question arise - what kind of quality service provide low cost airline “Ryanair”? The main results and conclusions. Passengers believe that the quality services provided by airline “Ryanair” are average. Although the costumers do not spare criticism for “Ryanair” quality services they usually choose such airlines because of the offering low prices. According to passengers this airline is not recommended and they will probably choose other airlines when their income will be higher. According to experts the airline service quality is good because this airline have new aircrafts that ensures the most important factor – security. They also keep and fulfill their promises – take their passengers from point A and flow them to point B. Quality of other services are not necessary, but improving the quality of existing services would lead to airline advantage, customer satisfaction and loyalty. One of the biggest weakness of airlines – disregard passenger rights. Suggestions and recomendations: Following analysis of the survey results submit suggestions for the airline which try to provide services at the lowest prices: website development, improvement of the image, employee training organization, offering higher quality services using total quality management principles