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Case Study of Easy Jet PDF

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Research Project
Table of ContentsABSTRACT....................................................................................................................................1TITLE:............................................................................................................................................2CHAPTER 1: INTRODUCTION...................................................................................................21.1 Background of the research..............................................................................................21.2 Research aim and objectives............................................................................................21.3 Research Questions..........................................................................................................31.4 Rational of research.........................................................................................................31.5 Importance of research.....................................................................................................41.6 Research gap/problem......................................................................................................41.7 Conceptual framework.....................................................................................................4CHAPTER 2: LITERATURE REVIEW........................................................................................52.1 The stages of customers journey from booking to landing..............................................62.2 The problems that customer faces in all stages from booking to landing.......................72.3 The impact of inconvenience of facilities on customers of EasyJet.................................82.4 The ways through which Easy jet can overcome the issues faced by its customers........9CHAPTER 3: RESEARCH METHODOLOGY..........................................................................11CHAPTER 4: RESULTS OR FINDINGS....................................................................................15CHAPTER 5: CONCLUSION AND RECOMMENDATION....................................................27REFERENCES.............................................................................................................................29APPENDICES..............................................................................................................................31
ABSTRACTMain purpose behind conducting this report is to analyze the impact of services providedby Easy Jet to its customers from booking to landing. Different stages such as Searching,Booking, Travelling and Landing are main stages and in this customers of Easy Jet faced variousproblems including Overbooking Flights, Flight Delays/Cancellation, Luggage Lost and Hiddencharges. All these are main issues and impact on customer's perception and mindset towardsbrand of Easy Jet. Along with this, in order to overcome all these issues, researcher useddifferent number of effective ways such as no hidden charges, proper integration of system,proper management of Luggage and maintaining the punctuality. Apart from this, primary andsecondary data source are essential for company to overcome all issues easily. Under primaryresearch, researcher applied questionnaire which help in identifying accurate response ofcustomers towards services provided of company. On the other side, under secondary source,literature review was considered as a best way because it support in accumulating accurate andrelevant data about the topic. With the help of questionnaire, researcher or company were findout, more than half of the population are aware about the business services and issues in allstages of booking to landing. At last, various suggestions was provided to the company abouthow to overcome all these issues such as to maintain proper integration of system, usedigitalisation and innovation etc. Thus all these are effective and useful for organisation to attainbetter results and enhance their brand position at market and among customers.1
TITLE:“To identify the problems that a customer faces from booking to landing”. A case studyon Easy Jet.CHAPTER 1: INTRODUCTIONA customer is an individual that buy the products or services produced by anorganisation. Main goal and objective of each enterprise is to attract large number of customerstowards business services (Alamdari and Fagan, 2017). In addition, customer is a main andforemost asset required for the success and growth of company. For this dissertation,organisation taken is Easy Jet, which is a British low-cost carrier airline company. It wasfounded by Stelios Haji-Ioannou in March 1995 and headquartered at London Luton Airport.Company operates international and domestic scheduled services on over 1000 path in more thanthirty countries. This dissertation is divided into different chapters such as Introduction,literature review, methodology, results or findings, and conclusion and recommendation. Allthese are main part for completing research project within given time period.1.1 Background of the researchEasy jet is a British Airline company located in Luton, England, UK. It is a well-establishairline organisation that has different number of customers. Recently, customer are facesdifferent issues in booking to landing services of Easy jet. The main problems faced by customeris related to over booked flights, flight delays or cancellations, luggage getting lost etc. All theseare major problems which highly impact on performance and market share of company. Thereare different stages used by customers from booking to landing such as map out the content,product description, time of flight landing etc. Apart from this, travellers also face some majorissue in all these stages such as delay of flight, no selection of specific seats if they flying with afamily or groups. For this, company charge maximum amount of money from the customerswhich directly impact on business performance and productivity (Alderighi, Nicolini and Piga,2012).1.2 Research aim and objectivesResearch aim and objective are refer as one of the important part for the project. Entireactivities of research is mainly depend on the research aim and support an investigator to identifymain issues and importance of topic for the company. Main aim of this research is:2
“To investigate the impact of services provided by Easy Jet to its customers from bookingto landing ”. A case study on Easy jet.Objective:It is another important part of dissertation which help a researcher to achieveaim for the research. Research objective is mainly based on two variables one is dependent andsecond one is independent (Barnes, 2017). According to this research aim, mindset of customersrelated to the stages of booking to landing is depend on business services provided by Easy Jet.Therefore, as this, some useful and reverent research objectives are prepared which shown asunder:To identify the stages of customers journey from booking to landing.To analyze the problems that customer faces in all stages from booking to landing.To investigate the impact of inconvenience of facilities on customers of Easy Jet.To identify the ways through which Easy jet can overcome the issues faced by itscustomers.1.3 Research QuestionsA research question is refer as the fundamental core of study, research project orliterature review (Baumgartner, Kätker and Tura, 2016). This section of dissertation is mainlyemphasis on study, determines the methodology or methods and guide entire stages of reporting,analysis and inquiry. Thus, it is essential for the researcher to prepare some relevant questionswith the help of research objectives.What are the stages included in customers journey from booking to landing?What are the problems that customer faces in all stages from booking to landing?What are the impact of inconvenience of facilities on customers of Easy Jet?What are the ways through which Easy jet can overcome the issues faced by itscustomers?1.4 Rational of researchMain purpose behind selecting this topic is to investigate the issues faced by customerswith Easy jet services. This topic help the researcher to find out all issues and ways to overcomesuch problems effectively. Thus, it is also essential for researcher to achieve their personal andprofessional goal. Problems in booking to landing service negatively impact on company, inorder to overcome this research is more significant. This research also assist an investigator toanalyze the influence of inconvenience of services on customers of airline company. Thus, topic3
is large which will aid an individual or researcher to gain their knowledge and skill about thefield of study. Apart from this, investigator is capable to do further research in more effectiveand successful manner.1.5 Importance of researchResearch is defined as a relevant and careful consideration of study about a specific topicor issue. To identify challenges which is faced by customers with Easy jet services is importantfor the researcher. As research help the researcher to analysis different ways about how toovercome issues i.e. cancellation of flight, overbooking flights, no choice for the customers toselect specific seats etc. All these are possible with the help of research and thus, it give betteroutputs for the research. Therefore, topic is big and help an organisation to easily overcome issueand retain customer's for long time.1.6 Research gap/problemOne of the main problem or gap in this research is to analyze the impact of servicesprovided by Easy Jet to its customers from booking to landing. Research gap is defined as a areaor topic which missing information limits the capability to reach a valid conclusion for aquestion. In this research one of the main gap is how to overcome issues faced by customers withthe services of Easy Jet. With the help of proper identification, researcher can easily overcomeabove all issues and get better results for future study.1.7 Conceptual frameworkConceptual framework is significant for the researcher to define all chapters in moredetail and brief manner. For completing dissertation, there are some main chapters which aredetermined as under:Introduction: It is a first chapter for starting research project systematically. This partincludes different important and useful information about the topic and help an investigator toenhance their knowledge criteria about the field of study (Boyd and Hollensen, 2012). Thischapter includes entire detail about the topic such as, background of the study, rationale,significance, research gap, aims, objectives and questions of research. All these are significantfor investigator to complete research activities within given time duration.Literature Review:It is another important chapter which help an investigator to collectappropriate about the topic. This section of the dissertation help in identifying areas of prior4
scholarship to let duplication and provide credit to other investigators. This chapter is alsoeffective and useful for analysing inconstancies i.e. conflict in previous studies, gap in research,open questions left from other study.Methodology:In this chapter, researcher needs to find out different methods of collectingrelevant and accurate information about the topic (Fageda and Flores-Fillol, 2012). This sectionincludes different types of methodologies such as research approach, design, philosophy,primary and secondary data collection, sampling method, research reliability and validity etc. Allthese are main and essential method for accumulating valid and reliable data about the field ofstudy.Results or findings:In this chapter, researcher need to find out results on the basis ofprimary and secondary data. With the use of primary source, researcher collect data byapplication of questionnaire. It is consider most useful and significant instrument foraccumulating proper information in regards to the research or topic. Apart from this, results orfindings are also based on secondary source which is collected by researcher through literaturereview. Therefore, both sources are useful and help a researcher to gather proper data orinformation about the research.Conclusion and recommendation:It is a last part of dissertation in which entireinformation about the topic is included (Gilliam, WUHU LLC, 2012). With the help of thissection, a researcher can easily identify response of selected respondents out of total population.In recommendation part, some recommendation are provided to the company or researcher abouthow to overcome issues and achieve better results within given time duration.5
CHAPTER 2: LITERATURE REVIEWLiterature review is a search and evaluation of the subject or choose topic area. Toidentify important and relevant information about the topic, literature review plays an importantrole. The objectives of writing literature review are stated as below:It providers a survey of the literature in a choose topic.The information in literature is synthesised into a summary.A critical analysis is done to the gathered information by identifying the gaps, limitationsin theories and point of view and by reviewing the areas of controversy in the currenttopic.It also organised the literature in a specific way which attracts the reader.2.1 The stages of customers journey from booking to landing.According to Helge Moser, (2017), when a customer starts its journey, every airlinecompany has some specific steps of booking to landing. The steps of booking to landing inEasyJet is defined as below:Searching:It is the first stage of customer's journey in EasyJet. In this stage, a customer search aboutthe flight schedule, seat number, travelling time, stoppages, fair etc. All these factors areincluded while searching a flight. The searching of flight is done through two ways such asonline and offline. Online searching refers searching through website of EasyJet. The companyshould provide all the information of travelling on website. A customer search each and everyinformation which is required by it (Goold, 2013). The required information can also includedetails about the destination where to go. Some customers are aware about their destinationwhile some who travels to have fun in a place. In offline searching, customer has to visit thenearest airport to know about the details of booking to landing.Booking:It is the next step of customer's journey in EasyJet. In this stage customer when getsatisfied with the services of company than it starts to book flight according to its convenience.The booking is done on the basis of seat, fair, food and convenience in the flight. All thesefactors are necessary for a customer to book a seat in plane. In booking a customer can also bookits food menu, which will help it in getting the desired food at the time of travelling. This type of6
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