Case Study On Easyjet- Issues Related To Customer Management

Added on - 27 Jan 2020

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Research Project
Table of ContentsResearch Title.................................................................................................................................1INTRODUCTION...........................................................................................................................1TASK 1...........................................................................................................................................11.1 Formulate and record possible research project outline specifications............................11.2 Identify the factors that contribute to the process of research project selection..............21.3 Critical review of the key references................................................................................21.4 Research project specification.........................................................................................31.5 Appropriate plan and procedure for the agreed research specification............................4TASK 2............................................................................................................................................62.1 Match resource efficiently to the research question.........................................................62.2 Proposed research investigation in accordance with the agreed specification andprocedures...............................................................................................................................72.3 Record and collate relevant data where appropriate.........................................................8TASK 3..........................................................................................................................................123.1 Appropriate research evaluation techniques...................................................................123.2 Interpretation and analysis of the outcome.....................................................................143.3 Recommendations and justification for further consideration.......................................15TASK 4..........................................................................................................................................164.1 Presenting outcomes.......................................................................................................16CONCLUSION..............................................................................................................................16REFERENCES..............................................................................................................................17Appendix........................................................................................................................................19
Research Title“To analyze the ways through which customer satisfaction ratio can be enhanced: A case studyon Easyjet”.INTRODUCTIONResearch Proposal is a concise document that focuses on specific research title andaccording to that the entire research work can be done. The present study has been made onanalysing 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 theefficacy of research work (Steven, Dong and Dresner, 2012). Furthermore, primary sources arealso utilised in the research work wherein data has been collected from the employees of Easyjetregarding ways for maximizing the ratio of customer satisfaction. Information about severalfactors are also mentioned in the study that will assist the researcher to select the particularproject. Further, while analysing the research findings, Qualitative method has been selected. Atthe same time, various methods have been utilized for the purpose of reaching towards theresearch aim and objectives.TASK 11.1 Formulate and record possible research project outline specificationsAim“The main aim of the present research study is to analyze the ways through whichcustomer satisfaction aspects could be enhanced: A case study on Easyjet”. In the present caseEasyjet has been selected because the entity is experiencing various issues related to customermanagement.ObjectivesTo ascertain the importance of customer satisfactionTo analyse the ways to enhance customer satisfactionTo identify the impact of customer satisfaction on company’s performance andproductivity.Research questionsWhat 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 beenutilized and words of author and scholars have been used subsequently. Further relevant andappropriate tools will be used to enhance the feasibility aspects of the research work. This isenables to make proper evaluation of data this is collected by the researcher. Further, it is usefulfor the researcher to make arrangement of diverse resources so that the entire research work canbe completed effectively (.Baker, 2013). Thus, along with financial resources, researcher willhave requirement of physical resources as well. There are different set of activities that to bedeveloped and for each one it is important to plan for finance so that they will be able tocomplete the activities effectively and efficiently.1.2 Identify the factors that contribute to the process of research project selectionAt the time of selecting the research topic, researcher has gone through with severaltopics; 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 toavailability of relevant and authentic data. There are different type of research that has been doneby different authors and they all are helpful to conduct the research and to get relevantinformation and data. Area of interest was another important factor that drove researcher toselect 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 differentstrategies so that level of satisfaction can be raised.1.3 Critical review of the key referencesSeveral secondary studies have been utilized in the present research work which helpedin completing this section. Books, journals and articles have been reviewed for the purpose offormulating the section of literature review. This can be determined as part that enables toprovide adequate information about the research topic. There are many researches which areconducted by different researchers who have helpful make others understand the customersatisfaction.According toArchana and Subha, (2012)ultimate aim of any organization is gainmaximum profit. This is only possible when companies understand needs and requirement of2
customers. There are different set of organizations which deliver their service users with similarproducts and services. With raise in competition, it affects the growth and profitability. As perHussain, Al Nasser and Hussain, (2015)there are certain factors that are considered byconsumers and when these are satisfied, then they get satisfied. In this context, it includes factorslike price, quality, motivation, quantity, etc. Among all these buying behaviour of customers getsaffected with the services that are delivered by the firm. When services are not delivered by theorganization, then they do not get to achieve their desired goals and objectives. However, pricecan 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. Theyare 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 negativelytowards the satisfaction level and growth of the organization.According toChow, (2014)customer satisfaction is important because it provides thebusiness entities with a metric through which they can manage and improve their existingbusiness activities. It is also considered as a leading indicator that helps the consumer torepurchase the products on repeat basis. However, on the other hand, it can be said that qualityplays crucial role in managing customer satisfaction. Customers always tend to use qualityproducts and services and that drives them to enhance the frequency of purchase. Customersatisfaction is important for the business entity because that develops the competency along withgreater market share (de Oña and de Oña, 2014). Customer satisfaction is essential for thebusiness entity as that enhances the scope of success and greater profitability.1.4 Research project specificationIn order to conduct the research study, researcher has utilized several tools and methodswhich is also useful for the purpose of reaching towards the research aim. The methods that willbe used in the study are discussed as under:Under data collection, primary and secondary both the sources will be utilized so thatsuitable data about the subject matter can be selected. With the help of proper both thesources, authentic and quality data will be collected.In terms of research approach, researcher will be selecting Inductive research approachbecause it starts with observations and theories are proposed towards the end of the3
research process. It will also be selected since it involves different search patterns fordeveloping suitable explanation.Interpretivism philosophy will be used in the present study wherein researcher is deeplyinvolved in interpreting the elements of the study. It will be selected because it isintegrates 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 anddiagrams will be prepared for the purpose of reflecting the responses collected by theparticipants.1.5 Appropriate plan and procedure for the agreed research specificationActivityWeek1Week2Week3Week4Week5Week6Week7Week8Week9Week10WritingResearchProposalReadingvariousliteratureFinalizingthe aimsandobjectivesDraftliteraturereviewCollectsecondarydataAnalyzesecondarydata4
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