Easyjet Customer Satisfaction Analysis

This assignment focuses on analyzing ways to improve customer satisfaction at Easyjet, a low-cost airline. It delves into the importance of customer satisfaction and its impact on company performance. The analysis is based on a questionnaire survey of 20 UKCBC students, exploring themes like ticket affordability, flight information accuracy, food services, and overall satisfaction. The assignment also includes recommendations for strategies to enhance customer satisfaction levels at Easyjet.

Research Project

Table of Contents
Research Title .................................................................................................................................1
INTRODUCTION...........................................................................................................................1
TASK 1 ...........................................................................................................................................1
1.1 Formulate and record possible research project outline specifications............................1
1.2 Identify the factors that contribute to the process of research project selection..............2
1.3 Critical review of the key references................................................................................2
1.4 Research project specification .........................................................................................3
1.5 Appropriate plan and procedure for the agreed research specification............................4
TASK 2............................................................................................................................................6
2.1 Match resource efficiently to the research question.........................................................6
2.2 Proposed research investigation in accordance with the agreed specification and
procedures...............................................................................................................................7
2.3 Record and collate relevant data where appropriate.........................................................8
TASK 3..........................................................................................................................................12
3.1 Appropriate research evaluation techniques...................................................................12
3.2 Interpretation and analysis of the outcome.....................................................................14
3.3 Recommendations and justification for further consideration.......................................15
TASK 4..........................................................................................................................................16
4.1 Presenting outcomes.......................................................................................................16
CONCLUSION..............................................................................................................................16
REFERENCES..............................................................................................................................17
Appendix........................................................................................................................................19

Research Title
“To analyze the ways through which customer satisfaction ratio can be enhanced: A case study
on Easyjet”.
INTRODUCTION
Research Proposal is a concise document that focuses on specific research title and
according to that the entire research work can be done. The present study has been made on
analysing the ways through which customer satisfaction ratio of Easyjet can be enhanced. Thus,
in this respect secondary sources have been utilized which is also useful in showcasing the
efficacy of research work (Steven, Dong and Dresner, 2012). Furthermore, primary sources are
also utilised in the research work wherein data has been collected from the employees of Easyjet
regarding ways for maximizing the ratio of customer satisfaction. Information about several
factors are also mentioned in the study that will assist the researcher to select the particular
project. Further, while analysing the research findings, Qualitative method has been selected. At
the same time, various methods have been utilized for the purpose of reaching towards the
research aim and objectives.
TASK 1
1.1 Formulate and record possible research project outline specifications
Aim
“The main aim of the present research study is to analyze the ways through which
customer satisfaction aspects could be enhanced: A case study on Easyjet”. In the present case
Easyjet has been selected because the entity is experiencing various issues related to customer
management.
Objectives
 To ascertain the importance of customer satisfaction
 To analyse the ways to enhance customer satisfaction To identify the impact of customer satisfaction on company’s performance and
productivity.
Research questions
 What is the importance of customer satisfaction in the business entity?
 Which methods can be adopted to enhance customer satisfaction aspects?
1

 What is the impact of customer satisfaction on company’s performance?
In order to complete the section of literature review, several secondary sources have been
utilized and words of author and scholars have been used subsequently. Further relevant and
appropriate tools will be used to enhance the feasibility aspects of the research work. This is
enables to make proper evaluation of data this is collected by the researcher. Further, it is useful
for the researcher to make arrangement of diverse resources so that the entire research work can
be completed effectively (.Baker, 2013). Thus, along with financial resources, researcher will
have requirement of physical resources as well. There are different set of activities that to be
developed and for each one it is important to plan for finance so that they will be able to
complete the activities effectively and efficiently.
1.2 Identify the factors that contribute to the process of research project selection
At the time of selecting the research topic, researcher has gone through with several
topics; hence after analysing the feasibility of the topic, this particular topic has been selected.
Due to huge availability of data, researcher emphasized on this subject matter and alongside,
researcher also focused on bringing more success to the research work (Shanka, 2012). However,
researcher had availability of other topics as well; but this one has been selected due to
availability of relevant and authentic data. There are different type of research that has been done
by different authors and they all are helpful to conduct the research and to get relevant
information and data. Area of interest was another important factor that drove researcher to
select the topic. There are various factors due to which customers satisfaction level gets affected.
This area of study is very interest as it involves understand them and make use of different
strategies so that level of satisfaction can be raised.
1.3 Critical review of the key references
Several secondary studies have been utilized in the present research work which helped
in completing this section. Books, journals and articles have been reviewed for the purpose of
formulating the section of literature review. This can be determined as part that enables to
provide adequate information about the research topic. There are many researches which are
conducted by different researchers who have helpful make others understand the customer
satisfaction.
According to Archana and Subha, (2012) ultimate aim of any organization is gain
maximum profit. This is only possible when companies understand needs and requirement of
2

customers. There are different set of organizations which deliver their service users with similar
products and services. With raise in competition, it affects the growth and profitability. As per
Hussain, Al Nasser and Hussain, (2015) there are certain factors that are considered by
consumers and when these are satisfied, then they get satisfied. In this context, it includes factors
like price, quality, motivation, quantity, etc. Among all these buying behaviour of customers gets
affected with the services that are delivered by the firm. When services are not delivered by the
organization, then they do not get to achieve their desired goals and objectives. However, price
can be determined as one of the main factors that affects the level of customers satisfied.
Ahmad, Wasay and Jhandir, (2012) stated that workers are the face of organization. They
are the one who present the services to customers. When they are not able to present the services,
then they will not be able to provide satisfy their customers. Unskilled words, affect negatively
towards the satisfaction level and growth of the organization.
According to Chow, (2014) customer satisfaction is important because it provides the
business entities with a metric through which they can manage and improve their existing
business activities. It is also considered as a leading indicator that helps the consumer to
repurchase the products on repeat basis. However, on the other hand, it can be said that quality
plays crucial role in managing customer satisfaction. Customers always tend to use quality
products and services and that drives them to enhance the frequency of purchase. Customer
satisfaction is important for the business entity because that develops the competency along with
greater market share (de Oña and de Oña, 2014). Customer satisfaction is essential for the
business entity as that enhances the scope of success and greater profitability.
1.4 Research project specification
In order to conduct the research study, researcher has utilized several tools and methods
which is also useful for the purpose of reaching towards the research aim. The methods that will
be used in the study are discussed as under:
 Under data collection, primary and secondary both the sources will be utilized so that
suitable data about the subject matter can be selected. With the help of proper both the
sources, authentic and quality data will be collected.
 In terms of research approach, researcher will be selecting Inductive research approach
because it starts with observations and theories are proposed towards the end of the
3

research process. It will also be selected since it involves different search patterns for
developing suitable explanation.
 Interpretivism philosophy will be used in the present study wherein researcher is deeply
involved in interpreting the elements of the study. It will be selected because it is
integrates human interest into a study (Sun and Kim, 2013). Since, it focuses on meaning;
hence multiple methods are employed to reflect different aspects of the issue.
 In order to analyze the data, Qualitative technique will be utilized. Charts, tables and
diagrams will be prepared for the purpose of reflecting the responses collected by the
participants.
1.5 Appropriate plan and procedure for the agreed research specification
Activity Week
1
Week
2
Week
3
Week
4
Week
5
Week
6
Week
7
Week
8
Week
9
Week
10
Writing
Research
Proposal
Reading
various
literature
Finalizing
the aims
and
objectives
Draft
literature
review
Collect
secondary
data
Analyze
secondary
data
4

Develop
research
approach
Draft
research
methodolo
gy
Develop
questionna
ire
Arrange
the
interview
Conduct
the
interview
Accumulat
e the data
Draft
Findings
Analyze
data
Complete
remaining
chapters
Submit it
to tutor
and await
for
feedback
Revise the
5

draft
Print and
bind
Submit
According to the activities mentioned in the Gantt chart, researcher will be carrying out
the activities accordingly. All the stages will be properly monitored so that the areas of
modifications can be identified. The entire proposal is expected to be finished within the period
of 10 weeks which will also assist the investigator to consider each and every aspect of the
subject matter in detail manner. The entire plan will be continuously monitored by the
investigator so that further changes could be made accordingly.
TASK 2
2.1 Match resource efficiently to the research question
In order to conduct the research in an effective manner, there are two different type of
sources that will be used. So as to carry out the research, there are two type of resources that are
used. These are primary and secondary source which are helpful enough to carry out the
research. Among these primary sources is collected with the help of questionnaire, interview, etc.
(Baumann, Elliott and Burton, 2012). Among these different tools, questionnaire will be selected
to gather adequate information about the research. More specifically, 20 UKCBC students are
selected for collecting information. Further, there will be both open ended and closed questions
that will be included in the questionnaire. On the other hand, secondary source is something
which collected with the help of articles, online websites, journals, etc. Both primary and
secondary sources are considered to be research sources and research questions are the
answerable inquiry into specific issue. Apart from all these, it is important that the researcher
have financial support so that they will be able to conduct the research in effective manner.
Research questions can be determined as a statement that is helpful to identify main
course of study. To come up with an appropriate outcome for the research, it is essential to have
suitable research question. This is helpful to achieve the aim and objectives of the research in an
effective manner. Customers can be determined as the essential source that enable to
organization to gain maximum profit. In this context, with the help of research questions, one is
able to get come up with appropriate outcome the current research. With this respect, it can also
6

be stated that there is a close relationship between performance of employees customer
satisfaction (Raithel, Sarstedt and Schwaiger, 2012). Further, there is price as an essential factor
because of which the buying behaviour of customers get affected. Below given are the research
objectives for the current study:
 To ascertain the importance of customer satisfaction
 To analyse the ways to enhance customer satisfaction
 To identify the impact of customer satisfaction on company’s performance and
productivity.
Below given are the research question for the same:
 What is the importance of customer satisfaction ?
 What are the ways to enhance customer satisfaction ?
 What is the impact of customer satisfaction on company’s performance and
productivity ?
From the above given objectives, research will be able to identify the needs and
requirement of customers in context getting satisfaction. With this respect, it is important the
organization understand their areas in which they need to make improvement. This way they will
be able to make sure that customer's satisfaction level is raised and this will also raise the
profitability and sales.
2.2 Proposed research investigation in accordance with the agreed specification and procedures
In order to conduct the research in an effective. Investigator will make sue of both
primary and secondary sources. This will help to know the information that is already collected
by some other researchers and this is stated to be secondary sources. In this context, it includes
articles, internet websites, journals, etc. (Raithel, Sarstedt and Schwaiger, 2012). On the other
hand, to collect primary information, researcher will develop questionnaire and about 20
UKCBC students will be selected. With the help of questionnaire, investigator will be able to
determined the factors because of which customers get satisfied or the other issues due to which
they get dissatisfied. Questionnaire will include all the question with the help of which customers
aim and objectives will be achieved. There are different set of factors due to which customers get
dissatisfied or satisfied. With this respect, all the factors are listed out in the questionnaire.
Moreover, with the help of questionnaire, researcher will be able to identify the main factor that
affects the most for customers satisfaction. The questionnaire has both opened and closed ended
7

question. Different people have diverse set of perception over the services that they get from
different organization. The selected respondents will be help enough to know their perception of
services that are delivered by Easyjet. There are different areas that customer consider as they are
the one who make use of the services and they and they know better regarding the issues that are
faced by them. Improvements can be make by organization as per the data that is collected from
questionnaire that is filled up by 20 UKCBC students. There are different type of responses that
will be given by thee students. However, to come up with appropriate outcome for the research
objectives researcher will make use of thematics as it include graphs and statistic information
through which information will be evaluated.
2.3 Record and collate relevant data where appropriate
In accordance with the data collected, below given are the responses of 20 UKCBC
students. This part of research will identify the reasons for the factors that affects the customer's
satisfaction level.
Theme 1: The main purpose of taking flight
What is the main purpose of taking flight? Frequency
Business trip 2
Vacation 8
Visit relatives and families 7
Others 3
8

Theme 2: Affordable price of the air ticket
Where the price of ticket affordable? Frequency
Yes 12
No 8
9
2
8
7
3
Business trip
Vacation
Visit relatives and families
Others
Yes No
0
2
4
6
8
10
12
14
12
8
Frequency

Theme 3: Information about the fare given were accurate
Was the information about the fare given were accurate? Frequency
Yes 7
No 13
Theme 4: All the information about the flight from our helpline number
Did you get all the information about the flight from our helpline number? Frequency
Yes 8
No 12
10
Yes No
0
2
4
6
8
10
12
14
7
13
Frequency

Theme 5: Satisfied with the food services provided at Easyjet
Were you satisfied with the food services provided at Easyjet? Frequency
Strongly satisfied 2
Satisfied 4
Neutral 3
Dissatisfied 7
Strongly dissatisfied 4
11
Yes No
0
2
4
6
8
10
12
14
8
12
Frequency

Theme 6: Reasons for you dissatisfaction
What are the reasons for you dissatisfaction? Frequency
High price 5
Low quality of food products 8
Lack of proper services 4
Improper service by employees 3
12
Strongly satisfied
Satisfied
Neutral
Dissatisfied
Strongly dissatisfied
0
1
2
3
4
5
6
7
8
2
4
3
7
4
Frequency

From the above, evaluated analysis, it can be stated that the main factor that is considered
by customers towards airlines is high quality food services. Food products that are provided by
the Easyjet is effective enough. Most of the customers expects to get high quality food products
and the services provided by cited airlines is not effective enough. Further, there are other
factors that shows that customers are not satisfied towards that areas as well. In this context, it
includes areas like price, ineffective services and lack of proper information by employees are
other set of factors due to which services users get dissatisfied.
TASK 3
3.1 Appropriate research evaluation techniques(formative/summative)
There are different type of research evaluation techniques that can be used by the
investigator. In this context, it includes formative and summative evaluation. Among these two,
researcher will make use of formative evaluation, this is a type of method that enables to make
development in order to make improvement. Further, it is also helpful enough to make
improvement in the research topic that is being selected. It determines the strategies that can be
used in order to complete the research in an effective manner.
Research methodology can be determined as an essential part in research. It includes
different type of approaches and methods which are helpful enough to conduct the research in an
13
High price
Low quality of food products
Lack of proper services
Improper service by employees
0
1
2
3
4
5
6
7
8
9
5
8
4
3
Frequency

systematic manner. With this respect, below given are the different areas that are covered in
research methodology:
Research philosophy: It is a type of method that that enables to make the research
presentable to viewers. In order words, this enable to carry out the research in a specific direction
(Mackert, Champlin and Damásio, 2014). Whole investigation is conducted on the basis or
subjective or objectives. The present research is about understanding the factors that affects the
satisfaction level of customers. In this context, investigator has taken positivism research. This
type of philosophy is applied by the researcher as it help to achieve the objectives of research.
Various factors that affects customers satisfaction are identified and it will help the firm to make
changes accordingly.
Research approach: There are two type of approaches that are used in it. They are
deductive and inductive. In inductive the research will go from specific to general. On the other
hand, in deductive, the research will go from general to specific. As per the research objectives,
investigator will make use of deductive and it will help the viewers to understand about the
concept and then they will make it specific. Researcher has identified different set of factors that
can affect the satisfaction level of customers.
Research design: This can be determined as an effective method that enables to develop
the whole research in an effective manner. In accordance with the research, investigator will
make use of descriptive approach. This will help to identify the different factors with the help of
which factors can be identified that raises customer satisfaction. In order words, it focuses on
different set of case studies and survey methodology (Kitchin and Tate, 2013). In addition to this,
it also enables to understand the concept of customer satisfaction and various ways through
which firm will be able to raise their satisfaction level of customers.
Data collection: There are generally two different type of sources that can be
implemented by researcher to collect data. In this context, it includes primary and secondary
data. Primary data is collected from may strategies. It includes questionnaire, interview,
observation, etc. On the other hand, secondary sources are information which is already collected
by some other researcher. It includes collecting information from journals, websites, articles, etc.
(Krithikadatta and Valarmathi, 2012). As per the current research, investigator will make use of
both primary and secondary sources. To collected primary information, researcher will make use
of questionnaire. Journals that are done by others will also be gathered.
14

Sampling: In order to achieve the research aim and objective. Information will be
collected from 20 UKCBC students. They have made use of the services which are provided by
Easyjet. Sampling method is used in order to reduce the rate of errors. The perception of these
people can be determined easily (Harper, 2012). The factors that has to be considered by
management of cited firm will be evaluated and they just need to take appropriate steps with the
help of which satisfaction level of customers can be raised.
Data analysis: So as to make the collected data evaluate, there are generally two type of
methods that are applied. In this context, it includes methods like qualitative and quantitative.
These are helpful to collect theoretical and numeric data. Both statistical and thematics is applied
by the researcher (Rossi, Wright and Anderson, 2013). This is an effective method which help to
make proper evaluation of the data which is collected from questionnaire. Evaluation is done for
each of the responses towards they have given for the questions that are given on the
questionnaire.
3.2 Interpretation and analysis of the outcome
Below given are the evaluation done for each of the data which is gathered from the
questionnaire developed:
Theme 1: The main purpose of taking flight
Description: As per the analysis done, it can be stated that maximum of respondents use
airlines to visit their family or relatives. Further, there are about 8 of the respondents who make
use of services of airlines for vacations so that they will be able to visit new places. Further, there
are 2 of the respondents who make visit for business trips. Lastly, there are 3 of customers who
make sue of airlines for other type of reasons. In this context, it can be started that most of the
customers use airline in order to enjoy their vacation so as to visit new or different places.
Theme 2: Affordable price of the air ticket
Description: There are different classes for which customer has to pay. In this context,
there are about 12 of the customers who think that the price that is taken by Easyjet is affordable.
On the other hand, there are 8 of customers who thing that the price is relatively high. Price can
be determined as one of the major factor that affects consumers buying or purchasing
behaviours. In addition to this, it also affected customer's satisfaction level. There are certain set
15

of factors that are determined by service users. Among which price is also an essential factor that
they consider. From the analysis, it can be stated that price of ticket is affordable.
Theme 3: Information about the fare given were accurate
Description: From the analysis done. It has been found that there are man y hidden
charges that are found and that is later taken from consumers. As per the findings, it can be stated
that accordingly to 13 of customers there are additional money acquired from them. In order
words, proper information is not provided to customers related with the price that is take for their
surveys. On the other hand, there are about 7 of customers who think that all type of information
is provided to them regarding total cost that will be incurred.
Theme 4: All the information about the flight from our helpline number
Description: In accordance with the finding, it has been found that there are about 12 of
the customers who think that helplines of Easyjet do not provide proper information. On the
other hand, there are 8 of the customers who think that proper information is provided by
helpline that is provided by cited firm. In other words, there people are not provided by adequate
information by the helplines that are available to them. In this context, it becomes difficult for
the customers to clarify all the doubts that they have over the services which are provided by
cited firm.
Theme 5: Satisfied with the food services provided at Easyjet
Description: From the analysis done, it has been found that there are about 11 of the
respondents who are not satisfied with the food related services which are provided to customers
at flight. In this context, it includes the quality of services that they provide do not reach the
satisfaction level. On the other hand, there are 6 of customers who are satisfied by the food that
are provided to them at flight. With this respect, over all, it can be started that quality of services
that are provided is not effective and firm needs to work over it so that they will be able to satisfy
their customers.
Theme 6: Reasons for you dissatisfaction
Description: There are different reasons that are identified in which through the analysis
it has been found that the quality of food is not proper because of which people get dissatisfied.
More specifically, there are 8 of customers who think that food services are not effective.
Further. There are 5 of customers who think that due to high price the satisfaction level is
affected. Moreover, 3 of respondent think that due to unskilled workers they get dissatisfied.
16

3.3 Recommendations and justification for further consideration
As per the research conducted, there are different set of areas that has to be considered by
cited firm so that they will be able to raise customers satisfaction level of customers. There are
many organizations that provide their customers with similar products and services. However,
the price and quality differs. In this context, cited firm should understand the strategies that are
adopted by other companies and accordingly price should be set. One of the major area that
Easyjet should consider is quality of food. It is important that firm make sure that the food
products that is developed by the employees are of high quality. Workers should be trained so
that they will be able to come up with suitable services. Moreover, it is also analysed that
workers do not have proper information about the services that is provided by the organization.
Through training all the doubts and confusion that workers have can be solved.
17

TASK 4
4.1 Presenting outcomes
18
Aim
“To analyze the ways through which customer satisfaction ratio
can be enhanced: A case study on Easyjet”.
Objectives
To ascertain the importance of customer satisfaction
To analyse the ways to enhance customer satisfaction
To identify the impact of customer satisfaction on company’s
performance and productivity.
To recommend the strategies for enhancing customer
satisfaction
Theme 1- Theme 1: The main purpose of taking flight
2
8
7
3
Business trip
Vacation
Visit relatives and families
Others
Theme 2- Theme 2: Affordable price of the air ticket
Yes No
0
2
4
6
8
10
12
14
12
8
Frequency
Theme 3- Theme 3: Information about the fare given
were accurate
Yes No
0
2
4
6
8
10
12
14
7
13
Frequency
Research approach- inductive
Research philosophe- interpretivism
Research design- descriptive
Data collection methods
Primary- questionnaire
Secondary -articles, internet sources, literature and books
Sampling- random sampling technique 20 UKCBC students
Theme 4- All the information about the flight from our helpline
number
Yes No
0
2
4
6
8
10
12
14
8
12
Frequency
Theme 5- Do you think that low cost airline satisfies your needs
similarly as compared to high cost airlines? Satisfied with the food
services provided at Easyjet
Strongly satisfied
Satisfied
Neutral
Dissatisfied
Strongly dissatisfied
0
1
2
3
4
5
6
7
8
2
4
3
7
4
Frequency
Theme 6: Reasons for you dissatisfaction
High price
Low quality of food products
Lack of proper services
Improper service by employees
0
1
2
3
4
5
6
7
8
9
5
8
4
3 Frequency
CONCLUSION
Employees are the face of organization as they are
the one who present the products and services that are
delivered by the organization. Firm should select
employees who will be able to put on their full efforts with
the help of which they understand their customers and
provide them services accordingly.

CONCLUSION
Employees are the face of organization as they are the one who present the products and
services that are delivered by the organization. Firm should select employees who will be able to
put on their full efforts with the help of which they understand their customers and provide them
services accordingly.
19

REFERENCES
Books and Journals
Ahmad, M. B., Wasay, E. and Jhandir, S. U., 2012. Impact of employee motivation on customer
satisfaction: study of airline industry in Pakistan. Interdisciplinary Journal of
Contemporary Research in Business. 4(6). pp.531-539.
Archana, R. and Subha, M. V., 2012. A study on service quality and passenger satisfaction on
Indian airlines. International Journal of Multidisciplinary Research. 2(2). pp.50-63.
Baker, D. M. A., 2013. Service quality and customer satisfaction in the airline industry: A
comparison between legacy airlines and low-cost airlines. American Journal of Tourism
Research. 2(1). pp.67-77.
Baumann, C., Elliott, G. and Burton, S., 2012. Modeling customer satisfaction and loyalty:
survey data versus data mining. Journal of services marketing. 26(3). pp.148-157.
Chow, C. K. W., 2014. Customer satisfaction and service quality in the Chinese airline industry.
Journal of Air Transport Management. 35. pp.102-107.
de Oña, J. and de Oña, R., 2014. Quality of service in public transport based on customer
satisfaction surveys: A review and assessment of methodological approaches.
Transportation Science. 49(3). pp.605-622.
Harper, R., 2012. The collection and analysis of job advertisements: A review of research
methodology. Library and Information Research. 36(112). pp.29-54.
Hussain, R., Al Nasser, A. and Hussain, Y. K., 2015. Service quality and customer satisfaction
of a UAE-based airline: An empirical investigation. Journal of Air Transport Management.
42. pp.167-175.
Kitchin, R. and Tate, N., 2013. Conducting research in human geography: theory, methodology
and practice. Routledge.
Krithikadatta, J. and Valarmathi, S., 2012. Research methodology in dentistry: Part II-The
relevance of statistics in research. Journal of Conservative Dentistry. 15(3). pp.206.
Mackert, M., Champlin, S. E. and Damásio, M.J., 2014. eHealth and health literacy: A research
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Raithel, S., Sarstedt, M. and Schwaiger, M., 2012. On the value relevance of customer
satisfaction. Multiple drivers and multiple markets. Journal of the Academy of Marketing
Science. 40(4). pp.509-525.
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Rossi, P. H., Wright, J. D. and Anderson, A. B. eds., 2013. Handbook of survey research.
Academic Press.
Shanka, M. S., 2012. Bank service quality, customer satisfaction and loyalty in Ethiopian
banking sector. Journal of Business Administration and Management Sciences Research.
1(1). pp.001-009.
Steven, A. B., Dong, Y. and Dresner, M., 2012. Linkages between customer service, customer
satisfaction and performance in the airline industry: Investigation of non-linearities and
moderating effects. Transportation Research Part E: Logistics and Transportation Review.
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Sun, K. A. and Kim, D. Y., 2013. Does customer satisfaction increase firm performance? An
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Hospitality Management. 35. pp.68-77.
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Appendix
Questionnaire
1. Name: _______
2. Age: ________
3. Gender: _______
4. How often you travel in a year by air?
 Once
 Twice
 Thrice
 Or more
5. What is the main purpose of taking flight?
 Business trip
 Vacation
 Visit relatives and families
 Others
6. Where the price of ticket affordable?
 Yes
 No
7. Was the information about the fare given were accurate?
 Yes
 No
8. Did you get all the information about the flight from our helpline number?
 Yes
 No
9. Were you satisfied with the food services provided at Easyjet?
 Strongly satisfied
 Satisfied
 Neutral
 Dissatisfied
 Strongly dissatisfied
10. Are you satisfied with over all the services provided by Easyjet?
22