Customer Dissatisfaction in EasyJet

This assignment examines customer dissatisfaction within EasyJet, identifying key causes such as issues with ticket booking systems and inadequate employee training. It recommends solutions like expanding flight options, improving the booking system, and providing comprehensive customer service training for employees.

Research Report

Table of Contents
CHAPTER 2....................................................................................................................................1
2.1 Use of resources to met with hypothesis and research questions.....................................1
2.2 Proposed research investigation in order to specification and process............................1
2.3 Record and compare correct information which is appropriate.......................................2
CHAPTER 3....................................................................................................................................5
3.1 Utilisation of appropriate research evaluation techniques for investigation....................5
3.2 Analysis and representing outcome for determining primary specifications...................5
3.3 Make recommendation and further places for consideration.........................................10
CHAPTER 4..................................................................................................................................11
Covered in poster..................................................................................................................11
REFERENCES..............................................................................................................................12

CHAPTER 2
2.1 Use of resources to met with hypothesis and research questions
There are various number of alternative and resources for getting applied in the
investigation process that help in creating hypothesis and searching questions. Also there are
several number of researching resources which can acquiring use of primary source of gathering,
secondary source of data and tertiary mode of collection (McCabe, Sharples and Foster, 2012).
These three consider the best suitable aggregation and research which is important for realising
the proper framework to examine and understand best possible results.
On the other hand, primary source of information has been used in this project with
analysing questionnaire approach where various questions will be framed for the task. It will
help in developing and creating opportunities for undertaken the effective results or outcome in
proper manner. In this context, various responder give views that support assistance in creating
things through legal comparison among variety of factors.
Along with this, another resources for this respect is secondary source of gathering in
regard of books and journals which get measured in proper manner. By using these scholars
article, report will became effectual and appropriate in quality so that they can get improved
result or outcome. Investigator of Easy jet require to select and use various books and journals so
it will suited different things which get evaluating for determined right results.
Along with this, for applying and utilising all major resources right examination lead
towards achieving its level by developing and creating opportunities. This analysis can
coordinated and cooperated for dealing with investigating questions in proper manner. Research
questions are useful for making questionnaire by implementing suitable and best results.
2.2 Proposed research investigation in order to specification and process
Every study will consider the procedures and specifications which need to follow in
better way. Also investigating assist in gaining correct and appropriate results for framing such
things in effectively (Molz, 2012). Specification of examination getting for reaching the desired
process of recognised the major factors in appropriate manner.
Easy jet adopted best possible process which main motive and goal should be achieved so
they can gain better chance for evaluating results in suitable way. An organisation require for
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satisfy customers by providing desired goods and services in proper manner. preparing
questionnaire which assist in analysing and evaluating desired objectives and targets effectively.
Random sampling framework- In this phase, random sampling is included which assist in
making correct decisions that help in accomplishing the potential targets and goals of the
company (Morrison, 2013). In this study, cited firm organise random sampling framing that can
help in adopting 25 respondents are selected.
Questionnaire- The sampling frame for particular report is doing random sampling and
questionnaire methods and techniques. It will mainly includes 8 questions that directly reflect
and ask regarding customers satisfaction which impact on teenagers health. An organisation can
use such respond properly which assist in gaining proper outcome or results can be predicted.
2.3 Record and compare correct information which is appropriate
This project includes questionnaire techniques where approximately 10 questions which
can concluded and analysed on 25 respondents. There are these respond that is appropriate and
best suitable for taking decisions towards making specific projects which gets derived in right
manner. As per this view, Easy jet questionnaire help in analysing the accurate demand and
needs of buyers towards company products and services. An impressive questionnaire has been
prepared below:
QUESTIONNAIRE
Name:
Age:
Gender:
Designation:
Q1. Are quality of services given by Easy Jet is good?
a) Yes
b) No
Q2. Is there any customer facing any kind of issue in booking their tickets?
a) Yes
b) No
Q3. Are there any impact of customers satisfaction on the employees performance?
a) Yes
2

b) No
Q4. Does improved level of customer satisfaction assist in enhancing turnover of Easy Jet?
a) Yes
b) No
Q5. Is any customers satisfied by airline services of Easy Jet?
a) Highly satisfied
b) Satisfied
c) Not satisfied
d) Highly dissatisfied
Q6. Does customers behaviour affect the company performance?
a) Good
b) Extremely good
c) Rude
d) Very rude
Q7. Does the consumers queries are became resolved effectively?
a) Yes
b) No
This report need to considered the customers satisfaction which help in gaining attention
of large number of buyers towards company goods and services. They also adopt latest
techniques and methods for making effective profits to manage and control all business
operations and its functions (Oliveira and Panyik, 2015). To measure these factors, accurate
suggestion lead towards for evaluating better or correct results in effective manner. The
evaluation and understanding of different aspects which are discussed as follows:
Q1. Are quality of services given by Easy Jet is
good?
a) Yes 15
b) No 10
3

Q2. Is there any customer facing any kind of
issue in booking their tickets?
a) Yes 13
b) No 12
Q3. Are there any impact of customers
satisfaction on the employees performance?
a) Yes 21
b) No 4
Q4. Does improved level of customer
satisfaction assist in enhancing turnover of
Easy Jet?
a) Yes 22
b) No 3
Q5. Is any customers satisfied by airline
services of Easy Jet?
a) Highly satisfied 8
b) Satisfied 9
c) Not satisfied 5
d) Highly dissatisfied 3
Q6. Does customers behaviour affect the
company performance?
a) Good 8
b) Extremely good 10
4

c) Rude 4
d) Very rude 3
Q7. Does the consumers queries are became
resolved effectively?
a) Yes 20
b) No 5
CHAPTER 3
3.1 Utilisation of appropriate research evaluation techniques for investigation
It is necessary for evaluating the study in effective manner by implementing and using
accurate methods which get measured. There are various types of research evaluation techniques
which need to be understand and usage of correct framing so they should get correct outcome or
result for attaining maximum profitability (Ruiz-Molina, Gil-Saura and Moliner-Velázquez,
2011). Mainly, there are two kinds of evaluating methods which can be measured by Easy jet
where customers can easily booking their tickets and also earning maximum revenue or income
for an organisation. Along with this, health problems and issues need to be developed and getting
the best outcome or consequence.
 Formative assessment - The investigating of evaluation asses and intend major things at
the time of concerning such process. This will assist in upcoming time period so whole
result can increasing the shape for gaining accurate results or outcome in proper manner.
The main objective of this examination is to enhancing skills and knowledge on the daily
basis. The formative evaluation is useful for developing and improving these things at the
time of performing process so they can easily get opportunities for acquiring effective
results.
 Summative assessment - The main motive of summative assessment is to describe that
thing which is correct in nature and occurs after follow some instructions. Generally, it
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can be done at the last of making project so they can get chance for doing improvement
in less time period.
According to the above two major methods, formative and summative assessment is
considered as one of the appropriate concept for managing and controlling these things properly
(Sigala, Christou and Gretzel, 2012). The examination should be formative in quality so they can
easily get things for developing and improving project timing for eliminating degenerations.
3.2 Analysis and representing outcome for determining primary specifications
Theme 1 : Quality of services given by Easy Jet is good
Q1. Are quality of services given by Easy Jet is
good?
a) Yes 15
b) No 10
15
10
Yes
No
Interpretation : As per the above image, it can easily evaluating that most of the customers are
feel happy by getting services of easy jet company and say yes which are around 15 respondents
and rest of the people are not satisfied with this airline services and around 10 respondents are
say no for this. So it is necessary for firm is to provide effective and good services to their
customers and satisfied their needs and demands in proper manner.
Theme 2 : Customer facing any kind of issue in booking their tickets
Q2. Is there any customer facing any kind of
issue in booking their tickets?
a) Yes 13
6

b) No 12
Yes No
11.4
11.6
11.8
12
12.2
12.4
12.6
12.8
13
13
12 Column B
Interpretation : According to the above mentioned diagram, it can be analysed that most of the
customers say regarding they are facing different type of issues and problem when they booking
the online tickets and number of those people are 13 who are agree on this context. Another
hand, remaining respondents are say no on the respect of customers are facing various types of
issues and difficulties while booking tickets. It is important for company is to adopt latest and
new techniques and methods for satisfy passengers towards easy jet services and offering
facilities in proper manner.
Theme 3 : Positive impact of customers satisfaction on the employees performance
Q3. Are there any impact of customers
satisfaction on the employees performance?
a) Yes 21
b) No 4
7

Yes No
0
5
10
15
20
25 21
4
Column B
Interpretation : It can be analysed that most of the respondents are agree on saying impact of
customers satisfaction directly or indirectly affect on employees performance. So, most of the
respondents are say yes which is around 21 and rest of them are disagree on such matter. So this
is necessary for company is to conduct various activities and functions for managing business
operations in effective manner. This can positively or either negatively impact on employees
performance within an organisation.
Theme 4 : Improved level of customer satisfaction
Q4. Does improved level of customer
satisfaction assist in enhancing turnover of
Easy Jet?
a) Yes 22
b) No 3
8

Yes No
0
5
10
15
20
25
22
3
Column B
Interpretation : In the above image, it can be concluded that it is important for the firm is to
maintain customers satisfaction which help in increasing turn over of easy jet. Most of the
respondents are say yes for the improving and developing level of customers satisfaction that
assist in enhancing turnover of company in proper manner. The respondents are who are agree on
this around 22 and rest of the people are 4 who are say no for this respect of increasing growth
and success of firm effectively.
Theme 5 : Customers Satisfied By Airline Services Of Easy Jet
Q5. Is any customers satisfied by airline
services of Easy Jet?
a) Highly satisfied 8
b) Satisfied 9
c) Not satisfied 5
d) Highly dissatisfied 3
9

Highly satisfied Satisfied Not satisfied Highly dissatisfied
0
1
2
3
4
5
6
7
8
9 8
9
5
3 Column J
Interpretation : According to the above mentioned diagram, it can be analysed that most of the
customers are fully satisfied with the services and facilities of easy jet airline. There are umber of
9 respondents who are wholly satisfied with services of airlines and other 8 are highly satisfied
with such facilities and another 5 are not satisfied with easy jet services and rest of the 3 people
are highly dissatisfied by cited company services and facilities.
Theme 6 : Extremely good Customers Behaviour Affect The Company Performance
Q6. Does customers behaviour affect the
company performance?
a) Good 8
b) Extremely good 10
c) Rude 4
d) Very rude 3
10

Extremely polite Polite Rude Extremely rude
0
1
2
3
4
5
6
7
8
9
10
8
10
4
3 Column C
Interpretation : As per the above image, it can be analysed that customers behaviour and
attitude are directly or indirectly effect on their employees performance. Most of the respondents
are agree on extremely good which is around 10 respondents, other are 8 person who are say that
it is good and remaining respondents are said NO in badly manner towards such goods and
services in effective manner. The students observed that employees behaviour of the company. It
can be analysed that extremely polite nature of employees towards their customers. Also they are
feel happy with their treating and welcoming style.
Theme 7 : Most of the consumers queries are became resolved effectively
Q7. Does the consumers queries are became
resolved effectively?
a) Yes 20
b) No 5
11

20
5
Yes
No
Interpretation : This can be analysed that customers queries can be solved in appropriate
manner. But still various members are also existing issues and problems should be solved. An
organisation need to improve their customers services which help in solving all types of issues or
problems of their passengers in correct and proper way.
3.3 Make recommendation and further places for consideration
It can be concluded that customer satisfaction is very essential in all kinds of organisation
within airlines or retailing industry as this will assist in making and developing new customers
who gain attention towards company products and services. It will help in increasing turnover of
the venture. In this project, significance for impact on customers satisfaction in airline sector that
has been described in which services offered or serve by Easy jet. Along with this, some of the
major factors which has been leading towards customers dissatisfaction that has been discussed.
The solution of this problem is also provided by doing proper research through primary as well
as secondary sources. The aims and objectives should be planned properly so that investigation
can be done in effective manner. There are many issues or problems which can be faced while
finding out this research that has been described. The research can recommended various things
that are discussed as under:
 Easy jet mainly concentrate on satisfying the needs and demand of the customers for
providing desired goods and services.
 Various customers are facing problems and issues at the time of booking tickets, so firm
can increasing the large number of flights and have to improve ticket booking system so
such issue can be handled appropriately.
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 Easy jet should given proper and effective training to their employees so that they softly
and satisfy the demand of their travellers.
 They required to developed their buyers services and also train their personnels for
solving all inquiry of their customers.
CHAPTER 4
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