Client Satisfaction in High and Low Cost Airlines

Running Head: CLEINT SATISFACTION IN HIGH AND LOW COST AIRLINES
Cleint Gratification in high and low Cost Airlines
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CLEINT SATISFACTION IN HIGH AND LOW COST AIRLINES 2
Abstract
Airline industries face numerous challenges in satisfying the needs of clients while
striving to improve the organizational performance. The purpose of the current paper is to
recognize and analyse various elements that affect client service quality and gratification in both
the Easy Jet (Easy Jet) and Qatar Airways airline (Qatar) industries as both airlines aim at collect
maximum revenue. The paper will focus on the SERVPERF Model to explore the service quality
aspects in the airline industry. The paper will employ descriptive research method and
questionnaire to collect relevant information for data analysis.
Introduction/Background statement
Satisfaction/Gratification of client is regarded as the key factor to the success of all
organization especially the service-oriented industries such as the aviation industry. The aviation
industry is one of the prominent service industries in the world due to its nature and clients, who
always expect high service (Geraldine 2013). The global expansion of different airlines has
resulted in stiff competition that has forced different airlines to adopt different strategies to
enable them to withstand the impact of competitors. The fundamental strategy force in the
aviation industry is client service that is reflected on the quality of airlines services, nature of
fare charged, and the ambiance of the airline among many others. In doing so, airlines also take
into account of the operation cost to enable sustainable revenue collection. Airlines are
categorized under two major cost categories: Easy Jet and Qatar Airways airlines. Both
categories offer different aspects that aim at fulfilling client experience, gratification, and
loyalty.

CLEINT SATISFACTION IN HIGH AND LOW COST AIRLINES 3
A large number of airlines are at cross-road whether to venture into Easy Jet or Qatar
Airways strategy to ensure maximum client experience and gratification that will be translated
into a competitive advantage in the airline market (Brochado, Rita, Oliveira & Oliveira 2019).
The following paper thus will investigate to determine what constitutes client gratification,
experience, and loyalty among the Easy Jet and Qatar Airways. Clients’ fulfilment thus will be
achieved by getting client perception.
Aims and objectives/ research question
The main aim of the current paper is to analyse various aspects that constitute clients service
aspects in various Qatar Airways and Easy Jet airlines in the world to achieve clients experience
and gratification. The current paper thus has the following objectives:
i. to clearly define the meaning of client service and gratification based on the airline
literature review
ii. to identify the various aspect that contributes to client service and gratification among the
Qatar Airways and low-cost airlines
To explore the objectives, the researcher develops various study questions that will control
the research process. The identified research questions thus are:
i. How do low-cost airlines fulfill their client experience and gratification
ii. How do Qatar Airways airlines fulfill their clients services experience and gratification?
iii. What are the perceptions of various clients on the services provided by both Easy Jet and
Qatar Airways airlines?
Literature Review

CLEINT SATISFACTION IN HIGH AND LOW COST AIRLINES 4
Easy Jet (Easy Jet) and Qatar Airways airlines (Qatar)
Low-cost airlines refer to an airline intended to offer economical advantage in terms of
cost as the operations rely on the simple logistic principles thus charge an averagely low fare
(Materna, & Tomova 2016). Easy Jet is considered as the Easy Jet airline characterised with low
charges on the fares such as Easy Jet. Easy Jet is considered as the largest United Kingdome and
operates in more than 20 countries in Europe. Easy Jet carries about 65 million passengers per
year. Easy-jets have different services such as beverages and luncheons. On the other hand, High
Cost airlines refer to the traditional forms of airlines that incur the Qatar Airways of operations
in terms of improved and varied types of services thus resulting in the high fare (Kim & Kim
2018). In this regard, Qatar Airways is regarded as the high cost airline. Qatar Airways is one of
the world-class airlines with the various personalised services that make it more expensive than
easy jet.
Both Qatar Airways and Easy Jet are differentiated in terms of the services offered. Low-
cost airlines are characterized by the unavailability of frills services such as lounge at airports,
seat choice by passengers, catering services, refund and rebook with other different airlines
among many others. However, with diverse unavailability of the services, the low-cost airline
has tremendously grown in the aviation industry
Client service and gratification
In the current competitive business world, organizations focus more on clients to enhance
growth and performance as well as a competitive advantage. Organizations offer various clients
services that aim at satisfying clients. Thus both ‘client service’ and ‘client gratification’ are
perceived as a coin with different sides. Client service refers to the provision of various services