Customer Service in Airlines | Comparison of Easy Jet and Qatar Airways

Customer Service in Airlines
Comparison of Easy Jet and Qatar Airways
Student Details
12/15/2019

Data Analysis and Interpretation
Contents
Questionnaire Introduction..............................................................................................................4
Remapping of Research Elements...................................................................................................5
Data Analysis...................................................................................................................................6
Quantitative Data Analysis..........................................................................................................6
Qualitative Data Analysis..........................................................................................................14
Findings.........................................................................................................................................15
Conclusion.....................................................................................................................................17
Suggestions....................................................................................................................................17
Limitation of the Study..................................................................................................................18
Scope of Future Research..............................................................................................................18
Bibliography..................................................................................................................................19
2

Data Analysis and Interpretation
List of Tables
Table
Number
Table Particulars Page Number
1. Responses On The Basis Of Gender 6
2. Responses On The Basis Of Age 7
3. Responses Based On Service Availed By Customers 8
4. Responses Based On the Price of Airlines 9
5. Responses Based On Customer Services of Airlines 10
6. Responses Based On Discussion of Customer Query 11
7. Responses Based On Comparison of Customer
Services
12
8. Responses based on resolution of Query 13
9. Summary of Data Interpretation 15
3

Data Analysis and Interpretation
Chapter: Data Analysis and Interpretation
Customer service is the concept that is related to every organization. With the view of this the
organizations are able to fulfill the needs, wants and requirements of their customers in most
effective and efficient manner (Banfield & Kay, 2012). When it is looked form the point of view
of companies of airline industry it become more crucial for them to put a continuous check and
analysis in their customer services (Department, 2019). It is important for any service
providing company to maintain its customer services, as it can help them in maintaining relations
with their customers as well as satisfying their needs in effective manner (Shin & Thai, 2015). In
this study the customer service and satisfaction attained from it is analysed with respect to the
responses collected from the customers of two airlines that are Easy Jet Airlines and another is
Qatar Airways. In this study according to literature review and established facts the considered low
cost airline is Easy Jet Airlines and considered high cost airline is Qatar airways. The survey of 150
customers in total of both the airlines is conducted with an aim of analysing results on the
descriptive analysis. In which the quantitative and qualitative results of the asked questions from
the respondents have been made. For this purpose the questionnaire is also designed in such a
manner which can cover specified elements.
Questionnaire Introduction
In order to analyze the perception of customers about the customer service so f two selected
airlines the survey has been done by using a questionnaire. In the questionnaire according to the
need of the study the structure comprises of three sections, in which initially the demographic
details of the respondents are collected like age and gender. In second section the close ended
questions in statement form are asked which needed to be given by respondents on the basis of
likert scale (Chong et al., 2016). The data collected from this section of 6 questions is
analysed by following quantitative analysis method that is involvement of descriptive analysis.
In which the collected data of 6 questions were presented in tables and bar graphs.
In third section the questions are open ended which are made to address the difference between
customer service of both the considered airlines have been identified (Mello, 2015). The results
are analysed on the basis of qualitative analysis in which the interview of candidates of question
7 to 10 has been taken, with a view to proving results in qualitative form.
4