Customer Satisfaction and Loyalty Analysis

This assignment involves analyzing various research papers related to customer satisfaction, including studies on service quality, green experience, and job satisfaction. The papers cover topics such as customer-oriented behaviors, unit-level performance in the quick service restaurant industry, and modeling customer satisfaction with new product design using fuzzy regression-data envelopment analysis. The assignment also includes a summary of key findings and implications for businesses.

Research Project

CONTENTS
Contents...........................................................................................................................................2
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Formulate and record possible research project outline specification...................................1
1.2 Factors which contribute to process of research project specification..................................2
1.3Critical review of key references............................................................................................2
1.4 Research project specifications..............................................................................................5
1.5 Appropriate plan and procedure for research project specifications.....................................5
TASK 2............................................................................................................................................5
2.1 Utilisation of resources to met with hypothesis and research questions...............................5
2.2 Proposed research investigation in accordance with specification and procedure................5
2.3 Record and collate relevant data where appropriate..............................................................6
TASK 3............................................................................................................................................7
3.1 Use of appropriate research evaluation technique for study..................................................7
3.2 Interpret and analysis of results for considering original specification.................................8
3.3 Make recommendation and further area for consideration..................................................15
TASK 4..........................................................................................................................................16
4.1 Covered in poster.................................................................................................................16
REFERENCES..............................................................................................................................17

INTRODUCTION
Customer satisfaction is essential for each sort of enterprise because it assists to take
competitive benefits at marketplace. It is must for firm to provide quality items and services to
customers (Agnihotri and et. al., 2017). Manager will provide training to their staff members as
this will help them to enhance their working skills and experience. They have to know needs and
wants of people so that they will fulfil their requirements accordingly. As a result, they will be
able to survive at marketplace for longer period of time. Present report is based on Easy Jet and
they are much famous for their qualitative services. It was set up by Sir Stelious Haji loannou in
almost 1995. They are operating their business in more than 28 nations. This will assist them into
their improvisation of profits as well as market share.
TASK 1
1.1 Formulate and record possible research project outline specification
It is required for each and 1every type of company to provide maximum satisfaction to
clients as they are considered as an end user of any services or goods. Easy Jet is working in
airlines industry in UK. They are operating their business in more than 30 nations with almost
800 routes. Prices of services are much affordable; therefore, every type of individual will easily
travel with them (Alrhaimi and Mugableh, 2017).
Aim: “To determine affect of staff's training on client satisfaction in airline industry: Case study
on Easy Jet.”
Research objectives:
 To examine appropriateness of training as well as development in airline organisation.
 To determine effective methods and tools which will be utilized by an enterprise to
provide better training to employees.
 To evaluate relationship amongst worker's training and satisfied clients. To analyse each component which aid to achieve an effective place at market.
Research Questions:
 How company will measure appropriateness of training and development program?
 Which sort of tools and methods will be used by organisation to cater training to
employees?
 How relationship will assess amongst worker's training and satisfied clients?
 Which kind of factor will used by firm to attain effective place at marketplace?
1

1.2 Factors which contribute to process of research project specification
To manage entire project in an appropriate manner some sort of elements are using by
company. This will assist them to get positive outcome which is advantageous for them.
Henceforth, some of components which are contributing is research process, stated as beneath: Introduction: It is considered as a first part which is associated with this assignment. It
aids to know about each and everything in brief. As a result, individual will comprehend
about project in an appropriate way (Anwer and et. al., 2017). Additionally, it includes
some themes and topics which help to provide thought about aims and objectives which
are formulated. Literature review: In this section, person will acquire review of many authors. Therefore,
they will take decision in an effective manner. Along with, Easy Jet will able to get best
and suitable result. Data collection: It is must for an employer to gather data as well as information in an
adequate manner. This will assist them into process of decision making. By collecting
data or info, circumstances of unfair judgement will get less. In this project, manager is
formulated a questionnaire to obtain viewpoint of people. Data evaluation: Company needs to manage data effectually and examine it to get
positive results. This assists to reduce differences and enterprise will be able to survive at
marketplace for maximum period of time.
 Conclusion and Recommendations: It is the final chapter and in this, some
recommendations need to be provide which make customer satisfaction more better and
in addition conclude each and everything briefly (Arroyo-López and et. al., 2017).
1.3Critical review of key references
It is significant part of research because it caters guidelines to researcher so that he will
accomplish his work proficiently. They will gather fundamental info and data as it aids them to
take an effective judgement for company. To make research more accurate, examiner will take
help of many authors.
Effectiveness of training and development in airline industry:
According to Kuo, Chen and Tseng (2017), training and development session is
considered as a fundamental technique which has to be used by an enterprise. Therefore, they
will cater qualitative items and services to clients. In context of Easy Jet, they are doing their
2

business in airlines segment at global and domestic level. To maintain position at market for
maximum time span, they are providing training to workers and measure its success, it is
required for superior to considered some elements: Improving employee performance: After getting training, employees will enhance their
skills and knowledge which aid them in improvisation of working. As a result, workers of
Easy Jet will be able to complete task within limited time duration. Measuring past performance: Manager of an organisation will evaluate performance of
staff members from their past working. To evaluate success of training programme,
superior will use this method as it helps to determine their improvement (Kuo, Chen and
Tseng, 2017). They will set some standard and staff members have to complete their
work as per set benchmark. Productivity of firm: Well trained workers will able to do their task with maximum
effectiveness and appropriateness. This assists enterprise to enhance production or sales.
It is must for Easy Jet to keep up an effective relations with customers as this will aid
them to improve profitability. Along with they will take benefits from rivals at
competitive world. Customer satisfaction: Clients are considered as an end user of any items and services.
Therefore, it is essential for an enterprise to provide them products as per their needs and
wants. Easy Jet is selling qualitative items to individuals at affordable value to satisfy
their demands.
Essential tools and techniques used by Easy Jet to provide training to employees:
As indicated by Learning (2017), by providing training to subordinates, manager of
company will improve their capabilities and skills effectually. This will aid them to complete
their work within limited period of time. As a result, they will compete rivals at competitive
world. Easy Jet will use some methods to cater training to workers, these are stated as below: On the job training: This is considered as most effective tool which will be used by
many affiliation. Easy Jet is using this method; it will enhance abilities of staff members
so that they will face any sort of circumstances appropriately. Group discussion: With assistance of this methodology, employer will increase
interaction level of workers. People will improve their knowledge through sharing
experience with each other. Along with, it aids to increase involvement of workforce;
3

thus, they will complete their work more effectually. Additionally, it helps to enhance
communication amongst them. Role playing: Employer will use this technique so that they will improve experience of
workers. In context of Easy Jet, manager will give some distinctive roles to their
employees which have to be play by them. It assists to increase their skills, knowledge
and experience in an effective and efficient manner.
Relationship between employees training and customer satisfaction:
It is necessary for an enterprise to produce items and services for customers as per needs
and wants. Manager will prepare some kind of strategies and policies; thus, they will design and
manage entire activities effectually (Liat and et. al., 2017). It is must for them to set certain
benchmark so that, subordinates will complete work effectively. Apart from this, to maintain
quality of items, employer will provide training to workers. This aids them to reduce unwanted
cost from working process. As a result, they will be able to provide quality products to
customers. This will help to gain their trust and loyalty. Company will easily compete with
competitors at marketplace.
Easy Jet is an airlines enterprise; therefore, it is mandatory for them to render quality
services to their users. This will assist them to improve market share and reputation at market.
Hence, it enables them to increase profits and sales. Alongside this, it is require for manager to
get feedback from clients; thus, they will sort out their problems within certain time span and
retain them for longer time span.
Major factors that assisted company in reaching specific position at marketplace:
As stated by Lussier and Hartmann (2017) it is must for Easy Jet to provide qualitative
services to customers at affordable price. Therefore, there are some elements which aid an
organisation to reach specific place at market: Planning: It is must for manager to plan each activity systematically as this aids to
provide guidelines to staff members. Thus, they will accomplish task with maximum
effectiveness. Along with, entire work will complete within limited time span. Every
worker should familiar about what are their roles and duties which they need to perform
at workplace (Zhou and et. al., 2017).
4

 Research and development: Superior will organise research to examine needs and
preferences of people so that they will be able to provide them goods accordingly. This
aids them to take benefits from rivals at marketplace.
 Feedback: To maintain an appropriate relation with customers and workers, superior will
acquire their response. It helps to reduce clashes and they will be able to improve their
working performance.
1.4 Research project specifications
This will comprise distinctive aims as well as objectives so that a specific theory will get
developed (Mathe and et. al., 2017). If it is done in significant manner then, gained result will be
positive. It has been examined that hypothesis is always predictable and cater support to future.
If company is able to render maximum satisfaction to customers then, they will survive at
marketplace for maximum time span. In this report, questionnaire is created to acquire viewpoint
of many persons. Along with, with aid of literature review, opinion of many author is obtained.
1.5 Appropriate plan and procedure for research project specifications
To manage each and every thing in a proficient manner, manager has to formulate plan. It
works as a blueprint and task will accomplished within limited time duration. For above stated
aim, Gantt chart will be created by superior as it enables to divide activities into many sectors.
TASK 2
2.1 Utilisation of resources to met with hypothesis and research questions
Researcher has different sources such as primary and secondary which can be used to
collect appropriate information for their project; through which best results are gained. As almost
54% of individuals use digital technology to improve their business functionality. As in this
report, questionnaire which is primary device used to collect opinions from people. While books
and journals which are secondary tool are examined to get adequate data; so that suitable
outcomes are made. These methods are used by Easy Jet Company to enquire about customer
satisfaction; so that they are able to design system accordingly and to compete with their rival
firms easily (Nazari-Shirkouhi and Keramati, 2017).
2.2 Proposed research investigation in accordance with specification and procedure
To conduct research in an effective way, some methods will be utilized by manager. This
will be understand through below stated points:
5

Random Sampling: Superior of company will use random individuals who will support
them to reach to the best possible outcome. In this project 20 respondents get selected who are
clients of firm.
Questionnaire: Almost 10 questions are prepared to know about the satisfaction level of
clients. As a result, firm will easily get best and effective results (Yu, Li and Jai, 2017).
2.3 Record and collate relevant data where appropriate
Questionnaire
Name:
Gender:
Age:
E- mail:
Q1. Is training session useful for staff members to enhance their working execution?
a) Yes
b) No
Q2. With assistance of training and development activities useful for an enterprise to retain
people for longer duration at premises?
a) Yes
b) No
Q3. Which kind of technique is much appropriate for Easy Jet?
a) On the job
b) Role playing
c) Group discussion
d) Off the job
Q4. Which method is appropriate to gain loyalty and trust of customers?
a) Appropriate flight schedule
b) CSR activities
c) High quality products
d) Quick response to clients
Q5. What sort of tool is helping to gain attention of many other persons?
a) Vouchers
b) Discounts
6

c) Low prices
Q6. In recent era, which method is adopting by organisation to render secure trip to clients?
a) Para shoot facility
b) Life insurance
c) Information regarding safety tools
Q7. What sort of initiative is taking by employees to maintain decorum at workplace?
a) Handle customers issue effectively
b) Follow rules appropriately
Q8. What kind of motivational methods are utilizing by company to motivate employees?
a) Incentives
b) Working environment
c) Commissions
d) Paid leaves
Q9. To reduce distinction between workers what kind of same factors are using by company?
a) Time
b) Dress code
c) Pay
Q10. As per you, is there need of training for workers to provide them maximum satisfaction?
a) Yes
b) No
Q11. Any recommendations?
TASK 3
3.1 Use of appropriate research evaluation technique for study
This influence working of research activities; by providing adequate instruction to analyst
through which they are able to gain best outcomes. These are forces which need to be considered
by investigator so that they complete work within specified time frame are as follows:
Type of investigation
This component specifies that researcher can use quantitative or qualitative tactic to
collect information for its report. If auditor want numerical figures through which best outcome
is get for its file; then quantitative method will be best. In this project, qualitative is used through
which they collect appropriate facts for their project (Oh and Kim, 2017)
7

Research design
Exploratory, experimental and descriptive are various kinds which researcher uses so that
they are able to accomplish work within deadlines. Therefore, by using qualitative method they
are able to gather appropriate data for report.
Research philosophy
Positivism and interpretivism are two types of this concept which can be used by analyst.
Investigator want to gather quality information, so in this report interpretivism philosophy is
being applied so that best results are attained.
Research approach
Inductive and deductive are two types which investigator can use to accomplish their
goals. In this project inductive tool is used to collect qualitative data to get best results (Rahimi
and Kozak, 2017).
Data sampling
This consists probabilistic and non – probabilistic tool which can be used by analyst to
gather appropriate information. But researcher uses probabilistic sampling technique in report as
around 20 respondents are taken as sample size.
Data collection method
Investigator had taken opinion of all staff members by getting questionnaire filled which
is primary tool; while secondary data is gathered by using literature review part from internet.
Ethical consideration
Researcher don't need to protect data from people; but problem faced by them was
shortage of time and money (Schmuck, 2017).
3.2 Interpret and analysis of results for considering original specification
Theme 1: Training sessions are helpful for employees to enhance working execution
Q1. Training sessions are helpful for employees to improve
their working performance?
Respondents
Yes 18
No 2
8

Interpretation: Manager can improve performance of their junior subordinates by providing
them an adequate training and development program. He can identify need of skill enhancement
event with help of filling questionnaire by employees. When Easy Jet's senior fulfilled
questionnaire of 20 juniors he got that 18 out of 20 feel need of programme and other 2 are not
feel the same. This result shows that every candidate wants to enhance their skills and
capabilities and they can satisfy this purpose by getting training event.
Theme 2: By utilizing training sessions company will retain workers at workplace for
longer time duration
Q2. Training and development exercises will helpful for
company to retain workers for maximum time duration at
workplace?
Respondents
Yes 16
No 4
Interpretation: When a company provides talent improvement event to their employees in that
case it is making workforce future ready means after attending program they will be able in
taking risk and challenges in their task performance. Out of 20 respondents employees 16 are
9
18
2
Yes
No
16
4
Yes
No

think that training program is helpful in retaining manpower in corporation as workers have
opportunity to grow as a person and enhance their personality traits in association. On the other
hand 4 out of 20 think that who wants to go whom definitely go. Training and development
programme could not fix them with corporation.
Theme 3: On the job training session is much appropriate method
Q3. What sort of method is much effective for Easy Jet? Respondents
On the job 12
Role playing 3
Group discussion 1
Off the job 4
Interpretation: From above questionnaire it is clear that among 20 people 12 employees feel that
on the job training method is good as it saves their time and they can do other productive work in
left time. Other 3 respondents have a view that role playing methods are best as their skill
enhancement event. One is thinking that his/her skill can be enhanced by group discussion only
and they do not need any other function. There are only 4 person who think that off the job
training is a good option for them
Theme 4: By proving quick response to clients, enterprise will acquire their loyalty and
trust
Q4. What kind of technique is using by organisation to get
loyalty and trust of clients?
Respondents
Appropriate flight schedule 6
10
12 3
1
4 On the job
Role playing
Group
discussion
Off the job

CSR activities 4
High quality products 3
Quick response to clients 7
Interpretation: In questionnaire it is clear that 6 people out of 20 having idea of checking
schedule to identify loyalty and trust of customers towards Easy Jet. On the other hand 7
respondents think that quick response from customers is also a good idea. But 3 and 4 candidate
have think that CSR activities and high quality work is a better alternate to recognise loyalty and
trust of clients respectively.
Theme 5: Minimum value of products and services will aid to gain attention of people
towards Easy Jet
Q5. Which methodology will help to attract numerous people
towards organisation?
Respondents
Vouchers 4
Discounts 7
Low prices 9
11
6
4 3
7
Appropriate flight
schedule
CSR activities
High quality
products
Quick response
to clients

Interpretation: From above data it has been comprehended that there are many methods which
will attract many individuals towards company. As per 9 respondents, manager will provide
services to people at less prices. But 7 people want to get discounts and remaining are in favour
of vouchers.
Theme 6: Life insurance is an effective tool to provide secure trip to clients
Q6. Currently which tool is adopted by company to provide
safe trip to customer?
Respondents
Para shoot facility 4
Life insurance 10
Information regarding safety tools 6
12
4
7
9 Vouchers
Discounts
Low prices
4
10
6 Para shoot facility
Life insurance
Information
regarding safety
tools

Interpretation: As indicated by above graph, it has been comprehended that to provide safe and
secure trips to customers they will give a facility of life insurance to customers. Some wants they
need to cater para shoot facility to them but remaining want to provide information related to
safety tools to people.
Theme 7: By handling customers problems effectually, workers will maintain workplace
decorum
Q7. What kind of initiative is taken by staff members to keep
up workplace decorum?
Respondents
Handle customers issue effectively 15
Follow rules appropriately 5
Interpretation: From above presented graph, it has been comprehended that some kind of
initiatives will be taken by employees so that they will be able to maintain workplace decorum
effectively. According to 15 individuals they will handle problems of clients in an appropriate
way but remaining want that they need to follow rules effectively.
Theme 8: By providing incentive to workers, company will able to cater motivation to them
Q8. What sort of motivational methods are using by
association to provide motivation to workers?
Respondents
Incentives 7
Working environment 5
Commissions 3
Paid leaves 5
13
15
5 Handle
customers
issue
effectively
Follow rules
appropriately

Interpretation: It is must to provide motivation to staff members and for this, they will use some
kinds of methodologies or techniques. 7 people think that they will get motivated by incentives,
almost 5 thinks that an effective working environment will help to motivate them. Rather than
this, as per 3 persons they will get commission and others are favouring paid leaves as a
motivational technique.
Theme 9: To reduce distinctions at working environment, superior has to set dress code for
each staff member
Q9. To eliminate differences amongst staff what type of
similar element is using by enterprise?
Respondents
Time 3
Dress code 12
Pay 5
14
7
5
3
5 Incentives
Working
environment
Commissions
Paid leaves
3
12
5
Time
Dress code
Pay

Interpretation: From above stated aim, it has been understood that to reduce differences at
workplace, it is necessary for manager to set dress code of people, as per the viewpoint of 12
individuals. Rather than this, almost 3 individuals want same time and reaming want equal pay.
Theme 10: To provide more satisfaction to employees, manager has to give them
appropriate training session
Q10. Is there is requirement of training session for employee
to render high satisfaction to clients?
Respondents
Yes 20
No 0
Interpretation:
From above stated graph, it has been comprehended that by providing training to staff
members, company will be able to render maximum satisfaction to clients. It assists to maintain
their reputation and market share at competitive place.
3.3 Make recommendation and further area for consideration
Clients are the imperative piece of the association since they give better outcomes to firm
and enhance their execution level by utilizing administrations. It is critical for business to deal
with client’s necessity by giving quality administrations. With the assistance of this organization
achieve higher fulfilment level. It is essential for association to decide clients’ needs and give
them same which leads in upgrading the benefit level of the organization at commercial centre,
by this organization effectively accomplish upper hand shape its adversaries. In this specific
situation, each organization ought to keep up sound connection with their steadfast clients and
furthermore welcome new clients by giving them better administrations. For accomplishing all
15
20
Yes
No

the attractive targets of the organization, chief ought to compose better preparing projects to their
staff individuals so they effectively speak with clients and give them better administrations
according to their request. Every one of these perspectives specifically contribute in general
execution of the organization and furthermore improve their development at commercial center.
TASK 4
4.1 Covered in poster
16

REFERENCES
Books and Journals
Agnihotri, R. and et. al., 2017. Salesperson ambidexterity and customer satisfaction: Examining
the role of customer demandingness, adaptive selling, and role conflict. Journal of
Personal Selling & Sales Management. 37(1). pp.27-41.
Alrhaimi, S. A. and Mugableh, M. I., 2017. Reviewing the role of quality management,
creativity innovation, imitating and role of strategic human resources on operational
performance. Australasian Journal of Business, Social Science and Information
Technology (AJBSSIT). 3(1). pp.1-6.
Anwer, F. and et. al., 2017. Agile Software Development Models TDD, FDD, DSDM, and
Crystal Methods: A Survey. International Journal of Multidisciplinary Sciences and
Engineering. 8(2). pp.1-10.
Arroyo-López, P. E. and et. al., 2017. Impact of training on improving service quality in small
provincial restaurants. Journal of Foodservice Business Research. 20(1). pp.1-14.
Kuo, C. M., Chen, L. C. and Tseng, C. Y., 2017. Investigating an innovative service with
hospitality robots. International Journal of Contemporary Hospitality Management.
29(5). pp.1305-1321.
Learning, B., 2017. Training that. Online Educa Berlin. Berlin, November. pp.27-29.
Liat, C. B. and et. al., 2017. Hotel Service Recovery and Service Quality: Influences of
Corporate Image and Generational Differences in the Relationship between Customer
Satisfaction and Loyalty. Journal of Global Marketing. 30(1). pp.42-51.
Lussier, B. and Hartmann, N. N., 2017. How psychological resourcefulness increases
salesperson's sales performance and the satisfaction of their customers: Exploring the
mediating role of customer-oriented behaviors. Industrial Marketing Management. 62.
pp.160-170.
Mathe, K. and et. al., 2017. Psychological capital in the quick service restaurant industry: a study
of unit-level performance. Journal of Hospitality & Tourism Research. 41(7). pp.823-
845.
Nazari-Shirkouhi, S. and Keramati, A., 2017. Modeling customer satisfaction with new product
design using a flexible fuzzy regression-data envelopment analysis algorithm. Applied
Mathematical Modelling. 50. pp.755-771.
Oh, H. and Kim, K., 2017. Customer satisfaction, service quality, and customer value: years
2000-2015. International Journal of Contemporary Hospitality Management. 29(1).
pp.2-29.
Rahimi, R. and Kozak, M., 2017. Impact of customer relationship management on customer
satisfaction: The case of a budget hotel chain. Journal of Travel & Tourism
Marketing. 34(1). pp.40-51.
Schmuck, C., 2017. Introduction. In Women in STEM Disciplines. pp. 1-10. Springer, Cham.
Yu, Y., Li, X. and Jai, T. M., 2017. The impact of green experience on customer satisfaction:
Evidence from TripAdvisor. International Journal of Contemporary Hospitality
Management. 29(5). pp.1340-1361.
Zhou, J. and et. al., 2017. How to evaluate the job satisfaction of development personnel. IEEE
Transactions on Systems, Man, and Cybernetics: Systems. 47(11). pp.2809-2816.
Online:
17