Customer Satisfaction Level - EasyJet

Added on - 21 Jul 2020

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Aim of research: "To study the customer satisfaction level towards the service provided by EasyJet"Objectives of researchTo understand the existing service quality offered by EasyJet.To collect and evaluate the expectations of customers for the improvement in the prominent area of their dissatisfaction.To investigate whether the service quality of EasyJet is capable of addressing all demands made by customer.To identify the key-differences between expectation and perception of customers in service quality offered by EasyJet.To recommend ways by which customer satisfaction for EasyJet can be increased.To understand the existing service quality offered by EasyJet.According to De Finetti, (2017) the strength of EasyJet lies on 4-aspects which are price, reliability, brand-name and competitive advantages. Itcan be observed that through cost effective approach and having no frills,online booking services, rapid turnaround and low-cost overheads they are ableto win the customers perception. They are more punctual and provide highersafety level while travelling (Delves and et.al., 2017). Moreover, the companyhas attractive brand-name and slogan. Along with this they are available atmajor countries and more than 70-million people avail their services.Contrary to this Ezerzer and et.al., (2013) due to low price they areunable to improve their resources, having weaker strategies for expansion andretain, are unable to maintain the availability of tickets and handing customerscomplaints. This are the areas which is impacting to the company and reducingCUSTOMER SATISFACTION IN EASYJETTo collect and evaluate the expectations of customers for the improvement in theprominent area of their dissatisfaction the customer satisfaction level.If possible, changes are not made in the areas there will be highercustomer dissatisfaction level which could impact on brand image and marketloss to the firm. According to Haltom and Burch (2016) customer'sperception are always related to their relative expectation. Moreover, theseare dynamic and changes within short period of time. They evaluate based onthe quality and satisfaction level provided by the company to the customer's.Contrary to this Jensen (2017) stated that now customers are more focused onresponse fulfilment. More the cost-effective services and faster services willbe provided by the company they will have more brand image. There arevarious factors that contribute to the customer satisfaction level. These areproducts and services provided by the EasyJet (Lee, Verme and Roth, 2015).All the services provided by the company are based on the customersemotions which can be stable or pre-exiting. Along with this, firms mustfocus on the services attribution for service failures and success rates. Theyshould make different strategies so they can influence the customerssatisfaction level. EasyJet has always maintained the equity and fairnessamong the customers. The entity is fully based on the belief and values whichConclusion and RecommendationsFrom the above research and analysis, it can be concluded that customer's satisfaction is greatly required for EasyJet. Customer perceptual experience are based on threeaspects before availing the service, at the time of purchase and after purchase for any entity. People like the to avail the service and they are satisfied at the time ofpurchase. However, they are dissatisfied after services. From the above conclusion following recommendation are provided which can help EasyJet to improve theircustomer experience.End to end customer journey where entire focus must be made on their experience and journey. Using the method there will be continual performanceimprovement.Regular feedback from customer satisfaction (CSAT) are some effective mechanisms that can be used for measuring customer satisfaction. For this web-basedsurvey is best method.REFERENCESButcher, J. C., 2016.Numerical methods for ordinary differential equations. John Wiley & Sons.Chughtai, M. W. and Lateef, K., 2015. Role of emotional intelligence on employees performance in customer services: A case study of telecom sector ofPakistan.International Journal of Advance Research in Computer Science and Management Studies.3(2). pp.101-108.Däuble, G. and et.al., 2014, May. Supporting Technical Customer Service Processes: A Design-Centered Approach. InInternational Conference on DesignScience Research in Information Systems(pp. 408-412). Springer, Cham.
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