Czerepok, Monika Sylwia2021-05-042021-05-042020http://hdl.handle.net/10400.24/1875This thesis emphasizes the role and the importance of customer satisfaction and loyalty in the particular case of Irish first low-cost airline - Ryanair. The main objective of the report was to study the concept of service quality, customer satisfaction and customer loyalty and finally the relationship between those factors. Moreover, this thesis also explains the main factors that influence customer satisfaction and customer loyalty. The main itention of the research study was to find out what is the overall perception of Ryanair service quality, as well as what can be done in order to improve the service so that it could attract even more customers and keep those who are loyal to the brand.porCustomer satisfactionCustomer loyaltymaster thesis