Improving Customer Satisfaction in the Airline Industry

CUSTOMER SATISFACTION
Quality management
9/3/2019
Easyjet Company

Customer satisfaction 1
Contents
Introduction................................................................................................................................2
Background of the study.........................................................................................................2
Quality management definition..................................................................................................3
Quality management key components....................................................................................3
Critical evaluation of quality issues...........................................................................................3
Issues which comes in the airline sector.................................................................................3
Critical evaluation of the response to this issue by your organization.......................................7
SERVQUAL analysis.............................................................................................................7
Total quality management......................................................................................................8
Recommendations......................................................................................................................9
Control charts.........................................................................................................................9
Share price recovery...............................................................................................................9
Communication through social or online media..................................................................10
New campaign......................................................................................................................10
Other Changes to be taken by the company.........................................................................10
Conclusion................................................................................................................................12
References................................................................................................................................13

Customer satisfaction 2
Introduction
In the contemporary world, the need for air transportation has arisen as it is the most efficient
way to reach the number of places in a shorter period. These industries are ready to make the
journey of its customers more comfortable and thrive hard to deliver the best experience to
them. This industry serves the needs and wants of the customers by providing quality service
on the flights. However, in this dynamic and competitive industry, only those companies can
survive which are providing excellent services at economical prices (Drugan, 2018).
Therefore, to continue its operations it is very essential for Easy Jet to develop a better
understanding of the customer’s insights, and providing them the good quality of work or the
service. Moreover, it is very important for the target airline sector to need to perceive that
they should make changes in the functioning of the company. In the industry, the
communication sector should put more emphasis on market segmentation. However, there are
various factors we can become a roadblock in the mission of the airline companies and are
threatening their survival. There many ways that companies can adopt to curb their effects so
they do not face any similar situation in the future (Roland T. Rust, 2011).
The purpose of this study is to find out or identify the determinants of Easy Jet of airline
quality and services. Attributing to this detailed critical evaluation of service, quality, and
issues will be studied in the given report.
Background of the study
This section of the report highlights the most prominent factors like maintaining quality of
services in the airline, fulfillment of customers wants and maintaining a positive working
environment in the workplace. Moreover, while conducting its operations, this airline
company has faced various issues related to its levels of services provided by them. Therefore
the focus of this discussion will on what are the kind of problems faced by Easy jet and what

Customer satisfaction 3
are the different strategies this British airline can adapt to overcome their obstacles
(AbuKhalifeh, 2012).
Quality management definition
Quality management is an act of managing different activities and tasks of an organization to
ensure the quality of the product and the services in which we present them to the customers
to benefit the company. (Chen, 2018)
Quality management key components
 Quality planning is a process of monitoring the quality so it can be control on time
and the company can formulate a plan to achieve those targets.
 Quality improvement means the process of improving confidence and the reliability
of the outcome.
 Quality control can be defined as the uphold process of integrity and reliability in
achieving the target.
 Quality assurance means systematic action to offer a particular service to meet the
requirements of the target. (Drugan, 2018)
Critical evaluation of quality issues
Issues which comes in the airline sector
The preceding paper evaluated five different types of gaps present with the company. The
gaps were given ranks based on their existence and impact in the organization. Further, below
mentioned is a critical evaluation of these gaps for the company Easyjet:
GAP 1: Inefficient Marketing Techniques