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.
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Data Analysis and Interpretation
Remapping of Research Elements
This has been conducted with a view of analyzing the customer services of Easy Jet airlines and
Qatar Airways by conducting a survey. For this purpose objective, and questionnaire, etc are
formed. Before getting on the analysis of collected data the details of main elements of this study is
discussed below:
Objective: To identify the various aspects that contributes to customer service and satisfaction
among the Qatar Air ways and low-cost airlines.
Data Analysis: It is done by adopting quantitative and qualitative data analysis method.
5

Data Analysis and Interpretation
Data Analysis
Quantitative Data Analysis
Table 1: Responses On The Basis Of Gender
Gende
r
Count Of
Gender
Percentage
Female 55 36.6
Male 74 49.4
Other 21 14.0
Total 150 --
Female Male Other
0
10
20
30
40
50
60
70
80
Count of Gender
Interpretation:
Table 1 is showing the result of responses based on gender. Out of 150 respondents 74
respondents are male and least is other gender type that is 21 in number. The numbers of female
respondents are 55 in number.
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Data Analysis and Interpretation
Table 2: Responses On The Basis Of Age
Age Count Of Age Percentage
21-40 51 34
41-60 35 23.4
Bellow 20 34 22.6
Beyond 60 30 20
Total 150 --
21-40 41-60 bellow 20 Beyond 60
0
10
20
30
40
50
60
Count of Age
Interpretation:
Table 2 is showing the responses based on age of the customers. Out of 150 responses 51
responses are given by customers which fall in between the age of 21-40 years and least
responses are given by respondents whose age are beyond 60 years.
7

Data Analysis and Interpretation
Q1: You often avail airline services of Qatar Airways and Easy Jet Airlines.
Table 3: Responses Based On Service Availed By Customers
Q1 Count Of
Q1
Percentage
Agree 62 41.4
Disagree 30 20
Strongly Agree 43 28.6
Strongly
Disagree
15 10
Total 150 --
AGREE
DISAGREE
STRONGLY AGREE
STRONGLY
DISAGREE
0 10 20 30 40 50 60 70
Count of Q1
Interpretation:
Table 3 is showing the responses of service availed by customers of Easy Jet and Qatar Airlines.
Out of 150 respondents 62 are agreeing with the statement that they often avail services of Qatar
and Easy Jet airlines. 15 respondents are strongly disagreeing with the concept.
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Data Analysis and Interpretation
Q2: You think that the price charged by Qatar Airways is more than Easy Jet Airlines.
Table 4: Responses Based On the Price of Airlines
Q2 Count Of Q2 Percentage
Agree 49 32.6
Disagree 24 16
Strongly Agree 59 39.4
Strongly
Disagree
18 12
Total 150 --
AGREE
DISAGREE
STRONGLY AGREE
STRONGLY
DISAGREE
0 10 20 30 40 50 60 70
Count of Q2
Interpretation:
Table 4 is discussing the result of responses of customers based on the price of Easy Jet and
Qatar airlines. Out of 150 respondents 59 are strongly agreeing with the statement that the price
charged by Qatar Airways is more than Easy Jet Airlines. 18 respondents are strongly
disagreeing with the concept.
9

Data Analysis and Interpretation
Q3: Customer service provided by Qatar Airways is better than Easy Jet Airlines.
Table 5: Responses Based On Customer Services of Airlines
Q3 Count Of
Q3
Percentage
Agree 60 40
Disagree 46 30.6
Strongly Agree 21 14
Strongly
Disagree
23 15.4
Total 150 --
AGREE
DISAGREE
STRONGLY AGREE
STRONGLY
DISAGREE
0 10 20 30 40 50 60 70
Count of Q3
Interpretation:
Table is showing the responses of customers based on the customer services provided by both
the airlines. Out of 150 respondents 60 are agreeing with the statement that customer service
provided by Qatar Airways is better than Easy Jet Airlines. 21 are strongly disagreeing with the
same.
10

Data Analysis and Interpretation
Q4: Revert for query made by Easy Jet Airline’s customer service crew is faster than
Qatar Airlines.
Table 6: Responses Based On Discussion of Customer Query
Q4 Count Of Q4 Percentag
e
Agree 39 26
Disagree 66 44
Strongly Agree 21 14
Strongly
Disagree
24 16
Total 150 --
AGREE
DISAGREE
STRONGLY AGREE
STRONGLY
DISAGREE
0 10 20 30 40 50 60 70
Count of Q4
Interpretation:
Table 6 is showing the responses of respondents based on the concept of responding on the query
of customers of both the airlines. Out of 150 respondents 66 are disagreeing with the statement
that says that revert for query made by Easy Jet Airline’s customer service crew is faster than
Qatar Airlines. 21 are strongly agreeing with the statement.
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Data Analysis and Interpretation
Q5: The customer service provided by Qatar Airways as compared to Easy Jet Airlines is
worthy when looked on the basis of their charges.
Table 7: Responses Based On Comparison of Customer Services
Q5 Count Of Q5 Percentage
Agree 31 20.6
Disagree 62 41.4
Strongly Agree 12 8
Strongly
Disagree
45 30
Total 150 --
AGREE
DISAGREE
STRONGLY AGREE
STRONGLY
DISAGREE
0 10 20 30 40 50 60 70
Count of Q5
Interpretation:
Table 7 is showing the responses of customers based on the comparison of customer services
provided by Easy Jet and Qatar airlines. Out of 150 respondents 62 respondents are disagreeing
with the statement that the customer service provided by Qatar Airways as compared to Easy Jet
Airlines is worthy when looked on the basis of their charges. On the other hand 12 are strongly
agreeing with the statement.
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Data Analysis and Interpretation
Q6: Your queries are solved well by Easy Jet than Airlines than compared to Qatar
Airways.
Table 8: Responses based on resolution of Query
Q6 Count Of Q6 Percentage
Agree 37 24.6
Disagree 71 47.4
Strongly Agree 23 15.4
Strongly
Disagree
19 12.6
Total 150 --
AGREE
DISAGREE
STRONGLY AGREE
STRONGLY
DISAGREE
0 10 20 30 40 50 60 70 80
Count of Q6
Interpretation:
Table 8 is showing the responses of customers based on the resolution of query of customers by
Easy Jet airlines and Qatar Airlines. Out of 150 respondents, 71 respondents are disagreeing with
the statement that their queries are solved well by Easy Jet than Airlines than compared to Qatar
Airways. On the other hand 19 respondents are strongly disagreeing with it.
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Data Analysis and Interpretation
Qualitative Data Analysis
Q7: You’re thinking about the customer services provided by Easy Jet Airlines and Qatar
Airways.
As per the responses collected from selected respondents, it was identified that customers are
thinking that the customers services provided by Qatar airways is more satisfying than Easy Jet
airlines. However, the rate of their flight ticket is high which is not satisfying the customers
completely.
Q8: Flight services of Easy Jet Airlines and Qatar Airways are satisfactory in Nature.
The collected responses from customers of two airlines have given their answers not in the favor
of customer services of both these airlines. The services in the flight as well as outside it related
to booking and cancelling is not that great in Qatar airlines. The responses made by Easy Jet
airline customer care crew is not on time. It leads to dissatisfaction among customers.
Q9: You’re thinking about the attitude of the flight attendant of Easy Jet Airlines and
Qatar Airways.
As per the responses of selected response it was identified that the attitude of the representative
who talks to customer at the time of solving their query, most of the attendants are having
carefree and harsh attitude sometimes. However, the attendants of Qatar airlines are more polite
then the attendants of Easy Jet airlines. This is causing dissatisfaction among customers of Easy
Jet airlines.
Q10: You’re Suggestions for customer services provided by Easy Jet Airlines and Qatar
Airways.
The responses of customers related to customer services provided by both the airlines discussed
about the comparative analysis among them. Customers provided some suggestions, which can
help both the airlines in improving their customer services like emphasis more on digital query
handing system.
14

Data Analysis and Interpretation
Findings
The analysis of the collected data has been done by using quantitative and qualitative analysis
methods. The descriptive analysis of data has been done. The results of quantitative data were
directing towards the statement that there is difference in customer perception between Easy Jet and
Qatar airline services.
On the other hand the responses which were collected through questionnaire in open ended
questions, the qualitative analysis leads to proves that there is a close relationship between the
difference of customer services between Easy Jet and Qatar air ways services and satisfaction of
customer level.
Table 9: Summary of Data Interpretation
Objective Particulars Findings Conclusion
To identify the
various aspects that
contributes to
customer service
and satisfaction
among the Qatar
Air ways and low-
cost airlines
Q1: You often avail
airline services of
Qatar Airways and
Easy Jet Airlines.
Out of 150
respondents 62 are
agreeing.
Difference in
customer perception
between Easy Jet and
Qatar airline services
Q2: You think that
the price charged by
Qatar Airways is
more than Easy Jet
Airlines.
Out of 150
respondents 59 are
strongly agreeing.
Q3: Customer service
provided by Qatar
Airways is better than
Easy Jet Airlines.
Out of 150
respondents 60 are
agreeing.
Q4: Revert for query
made by Easy Jet
Airline’s customer
service crew is faster
than Qatar Airlines.
Out of 150
respondents 66 are
disagreeing.
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Data Analysis and Interpretation
Q5: The customer
service provided by
Qatar Airways as
compared to Easy Jet
Airlines is worthy
when looked on the
basis of their charges.
Out of 150
respondents 62
respondents are
disagreeing.
Q6: Your queries are
solved well by Easy
Jet than Airlines than
compared to Qatar
Airways.
Out of 150
respondents, 71
respondents are
disagreeing.
Q7: You’re thinking
about the customer
services provided by
Easy Jet Airlines and
Qatar Airways.
Customer services
provided by Qatar
airways is more
satisfying than Easy
Jet airlines.
There is close
relationship between
the difference of
customer services
between Easy Jet and
Qatar air ways
services and
satisfaction of
customer level
Q8: Flight services of
Easy Jet Airlines and
Qatar Airways are
satisfactory in
Nature.
The services in the
flight as well as
outside it related to
booking and
cancelling is not that
great in Qatar
airlines.
Q9: You’re thinking
about the attitude of
the flight attendant of
Easy Jet Airlines and
Qatar Airways.
The attendants of
Qatar airlines are
more polite then the
attendants of Easy Jet
airlines.
Q10: You’re
Suggestions for
Emphasis more on
digital query handing
16

Data Analysis and Interpretation
customer services
provided by Easy Jet
Airlines and Qatar
Airways.
system.
Conclusion
The in-depth analysis of collected responses from the quantitative and qualitative analysis if the
data it was identified and concluded that the customers of both the airlines that are Easy Jet and
Qatar Airlines, are not fully satisfied with them. It is concluded that according to established
research question, the customer service provided by Qatar airlines is much better than the Easy
Jet, most respondents are agreeing with this. However the customer service of Easy Jet is
productive when it is looked from the point of view of its charges. It is concluded that both the
airlines needed to make some improvements in their customer service functions to provide
competition to each other and other companies present in the market.
Suggestions
Customer service is considered the main element of any business (Carberry & Cross, 2015). It is
expected by airline business to consider the needs and wants of their customers at the time of
catering them as well as after that. Theprocess of customer service mainly starts after the service
to customer has been provided (Lumen, 2019). In this study the customer service and satisfaction
of two airlines is analysed and on the basis of finding following suggestion has been made to
bring effectiveness in the customer service of both the airlines:
 Qatar airlines should solve the query of customers as fast as they can. It is so because
customers have complained about the long procedure of their query solving mechanism
(Dries, 2013).
 Easy Jet Airlines can appoint skilful workers which can help facilitating their customer
service function in productive manner.
 Both the companies can compare their customer services with other airlines which are
having high rate of customer satisfaction and can grab few ideas from them (McKinley,
2012).
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Data Analysis and Interpretation
 The companies must put their customer before the profit making of their organization as
this can help them in catering their customers in effective manner and satisfying them
(Wirtz et al., 2013).
Limitation of the Study
The limitation of this study is that the study is based on primary data analysis method which
involves good cost and time as well (Tan & Trang, 2017). The sample size according to the
population is also low. The respondents were bit busy and resistant while filling up of survey.
Scope of Future Research
In future research more respondents for can be considered for the study in order to reach to
concrete results. The future research can also adopt advance statistical hypothesis testing tools.
In the future research the results can be identified by considering values of responses regarding
gender and age. In this way a new parameter can be achieved.
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Data Analysis and Interpretation
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Data Analysis and Interpretation
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