Customer Satisfaction in Airline Services

This assignment requires an analysis of customer satisfaction in airline services. It involves studying various research articles and online sources to understand the factors that affect customer satisfaction. The assignment also includes a discussion on the Kano model and its application in measuring customer satisfaction. Students are expected to critically evaluate the research findings and provide insights into improving customer satisfaction in the airline industry.

RESEARCH PROJECT

Table of Contents
TASK 1............................................................................................................................................3
1.1 Research project outline specification..................................................................................3
1.2 Factors that contributed in selection of the topic..................................................................4
1.3 Critical review.......................................................................................................................4
1.4 Research project specifications.............................................................................................6
1.5 Research plan and procedure................................................................................................7
TASK 2............................................................................................................................................8
2.1 & 2.2 Research questions and Research investigation according to specification and
procedures...................................................................................................................................8
2.3 Recording of data................................................................................................................12
TASK 3..........................................................................................................................................15
3.1 Appropriate research evaluation technique.........................................................................15
3.2 Interpretation.......................................................................................................................15
3.3 Recommendations...............................................................................................................23
TASK 4..........................................................................................................................................24
4.1 Presentation.........................................................................................................................24
CONCLUSION .............................................................................................................................24
REFERENCES..............................................................................................................................25

Title: Factors that influence satisfaction level of passengers; A study on Easy Jet
TASK 1
1.1 Research project outline specification
Airline industry is growing with the rapid speed and it contributes well in the economic
development of nation. Satisfaction of passengers is the main concern of firms which are
operating in the aviation industry, these entities have to provide quality services and products to
passengers so that they feel satisfied and be associated with the brand for longer duration.
Customer satisfaction assist in increasing profitability of the corporations to great extent.
Statistical records show that in the year 2017 this sector is expecting to earn $29.8 billion
(Nikookar and et.al, 2015). It is essential for airport management that to identify particular needs
of travellers and accordingly provide them products and services.
Emergent and development of low-cost airlines has supported well in the growth of
aviation industry, this has given rapid development of to international tourism. These low cost
airlines provides air travels to consumers at affordable rates. That is why people are now able to
travel through airlines (Han and Hyun, 2015). Present study is based on the Easy jet which is
well known British airline. The cited firm is operating its business under low-cost carrier model.
Easy Jet has become leading brand and has gained competitive advantage because of its
attractive features.
Present research project will explain factors that influence satisfaction level of passengers
of airline firms. Furthermore, it will describe impact on budget on profitability of business unit.
Aim
“To identify factors that influence satisfaction level of passengers; A study on Easy Jet”.
Objectives
 To understand the perception of passengers towards low cost airline industry.
 To investigate the factors which influence satisfaction level of customers of Easy Jet.
 To identify impact of customer satisfaction on profit of Easy Jet. To suggest ways to make people satisfied towards the airline company.
Research Questions
 What is the perception of passengers towards low cost airline industry?
 What are the main factors which influence satisfaction level of customers of Easy Jet?
 Explain impact of budget on profitability of Easy Jet?

1.2 Factors that contributed in selection of the topic
There are many factors which contribute well in the selection of topic of the research
project. These are explained as below: Availability of data: It is quit interesting topic and many other authors have conducted
study on the same topic (Wen and Geng-qing Chi, 2013). Thus, sufficient data is
available on the satisfaction level of passengers on the low cost airline companies. This is
major factors that force researcher to conduct the study on the particular topic. Due to
availability of information researcher would be able to develop understanding about the
subject matter and it will help the scholar in finding accurate results. Specific Area of interest: As scholar has good experience of airline industry and schoalr
has good interest in this sector. It is interesting topic for the researcher. Investigator has
worked in the airline industry so with the help of experience individual will be able to
identify factors which affect satisfaction level of passengers in the airline company
(Cantallops and Salvi, 2014). Researcher has interest in this subject thus, individual
would be able to prepare quality research project on the subject matter. Satisfaction level
of passengers impact on the business profitability to great extent. Thus, individual has to
research about factors which influence their satisfaction level. This would be interesting
for scholar because individual will read earlier literatures and will ask questions with the
respondent (Ludin and Cheng, 2014).
 Feasible subject matter: It is quit feasible topic and on this topic individual can prepare
quality research project. Investigator will pay more attention on knowing perception of
customers and what they think about low cost airlines. This will support in developing
understanding about the topic (So and et.al, 2016).
1.3 Critical review
Perception of passengers towards low cost airline firms
As per the view of Sun and Kim, (2013)customer satisfaction can be defined as
effectiveness of company to satisfy needs of consumers. If entity is able to meet with
requirements of consumers then it enhances satisfaction level of consumers. Satisfaction can be
defined as fulfilment of wish of the person by others.
As per the view of Kuo and Jou, (2014) there are various types of airline such as LCC,
FSC, Charter airline etc. LCC are budget airlines which offers services to passengers at lower

cost. This low cost business model has helped in the growth of airline companies in recession
time. By this way lower income level customers are no\w able to travel to abroad by using these
airlines. Competition is very high and many other firms those which are operating in the aviation
industry are providing extremely well services to their customers. But still passengers are very
positive towards low cost airline entities.
Sun and Kim, (2013) stated that people are not positive towards low cost airlines. They
think that firms which charges high provide them extremely well air travelling services such as
accommodation etc. Apart from this, these entities are able to cover huge distance at short time
period. That is the main reason that people are not positive towards the low cost airline
companies. On other hand Osman and Sentosa, (2013) has argued that development of low cost
airlines has supported well in the development of international tourism. Many tourists are now
taking interest in the travelling because they think that it is affordable for them. But facilities of
seats, accommodation services of these firms are not good that is international passengers do not
prefer to take low cost airlines for long routes.
Factors influence satisfaction level of customers
As per the view of Ludin and Cheng, (2014) satisfaction can be define as fulfilment of
one's need that make them feel happy. Customer satisfaction is the process in which firms try to
meet with the needs of consumers in order to make them satisfy towards the brand. They analysis
their needs and fulfil these expectations.
Kano Model is the theoretical framework that support an entity in understanding needs of
consumers. Model focuses on two main dimensions; achievement and satisfaction. Kano model
described several needs of clients; expected, normal and exciting needs. Expected needs are such
as attributes relative to safety, unspoken expectations, assumption about products etc. Normal
needs are those demand of customers which they want from the organization. If company ail to
meet with these demand then it may make them negative or dissatisfy towards the brand.
Exciting needs are such as additional quality, etc. that is beyond expectation of an individual.

Illustration 1: Kano model
Source: (KANO MODEL TUTORIAL, 2017)
As per the view of Tsaur and et.al, (2014) budget is considered as one of the main factor
which influence the mind of passengers. If people have to pay high cost for air travel and if it is
not affordable for them then they become negative towards the brand and do not prefer to travel
through airlines. Low cost airlines are growing well and it is providing satisfactory services to
international passengers that is why they have become positive towards these firms and now
taking flights to go to abroad.
On other hand Kim and Cho, (2016) has argued that brand name of airline firm impact on
the mind ODF consumers and they make their mind of travelling after looking upon the brand
image of the organization. For example British airways has strong brand image in the airline
industry, people take flights because of its brand image. On other hand easy Jet has also become
famous because of its low cost airline services. It helps the consumers in planning for holidays
because they think that this cost is affordable by them.

Lawton, (2017) stated that safety is the main factor which influence mind of passengers,
if companies are unable to provide customers safer travel then they will not prefer to go through
these flights. That is the reason that people do not fly through low cost flights because they think
that facilities provided by them are not good enough. Previous safety records show that number
of accidents occurred in high cost airlines are low as compare to these low cost airlines. Thus,
safety is the major concern of passengers and they make their mind on behalf of that. If airline is
unable to provide them good travel then they become negative and dissatisfied towards the
brands.
According to Thai, (2016) variety of products is the main demand of travellers. Each
person has different needs and requirements and if company is unable to fulfil their requirements
then it can affect overall profitability of the organization to great extent. Airline firms have to
offer different products as per the financial capabilities of passengers. If company is providing
products for each class then it would be beneficial for entity in satisfying needs of the passengers
and will be able to retain them in the organization for longer duration. WANG’ONDU
R.WAMUCII, (2009) stated that services are intangible products which influence satisfaction
level of customers. Most of the airline companies provide accommodation facilities, online
reservation benefits to the passengers. It helps in attracting more people towards the brand and
help in sustaining them in the organization for longer duration.
Impact of budget on profitability
As per the view of Thai, (2016) budget is the major element which impact on profitability
of business unit to great extent. If airline firm is providing products and services at affordable
rates then it will support attracting more customers towards the brand. These low cost air
travelling is affordable by low or medium income class passengers as well (A study on the
factors affecting customer satisfaction in online airline services, 2010). Thus, they can make
their mind to go to abroad for holiday because it is affordable by them. These customers take
services of these firms which directly increases sales volume of airline firms. That is why budget
is the main factor which help in improving profitability of the business unit.
On other hand Sun and Kim, (2013) argued that budget does not impact on the
profitability of the organization. Passengers generally like to travel in these airlines which
provides them quality services and safer travel. For getting these luxurious travelling facilities
they are ready to pay more amount. If any entity is unable to meet with the expectation of

consumers then they will not buy tickets of these airlines. Thus, it reduces profitability of the
organization to great extent. It is essential for the companies those which are operating in the
aviation industry have to identify specific needs of customers and according provide them
products and services. This can help in attracting more people towards the brand and can help in
increasing profitability of the corporations.
1.4 Research project specifications
Research methodology can be defined as effective tool that supports scholar in addressing
research problems and preparing the project in effective manner. With the help of tools an
techniques researcher can identify root cause of the issues and can find solution of these
problems.
Research philosophy
It is belief of researcher about the way in which data can be gathered on the topic. In the
present study scholar will take support of interpretivism philosophy. With the help of this tool
scholar will be able to collect realistic information about the subject matter. This method can
support in gathering first hand information about airline and address the research problems.
Research design
It refers with the strategy of the scholar of conducting investigation about the topic.
Scholar will take support of descriptive research design. This is great technique which assist in
describing each element well, with the help of this tool scholar can develop understanding level
about the factors which influence satisfaction level of passengers.
Type of research
Present research is qualitative type, scholar will use theories and models in order to
develop understanding about subject matter. With the help of qualitative type of investigation
researcher will be able to reach to the final conclusion
Sampling:
Researcher will use random sampling technique, this is suitable strategy because by this
way scholar will be able to minimize biasness in the investigation. Researcher will involve 10
managers of Easyjet as sample in this investigation.
Data analysis
In addition, thematic analysis tool will be used by the researcher for analysis of data.
Through charts and graphs individual will be able to present the data in effective manner.

Ethical consideration
Scholar will follow ethics and will no copy any information from any website. Individual
will read previous articles and will write it in his own words. Furthermore, researcher will take
permission from participants after getting their written consent questionnaire will be send to
them. Researcher will not force anyone to give their views on the subject matter.
Confidentiality, privacy and no commercialisation
Investigator will main confidentiality in the investigation. All detail of respondents will
be kept save in password protected folder. Individual will not share any detail with anyone for
commercial purpose.
Respect
Scholar will give respect to all respondent and will not humiliate them to give their opion.
1.5 Research plan and procedure
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TASK 2
2.1 & 2.2 Research questions and Research investigation according to specification and
procedures
Research methodology is the strategic process for collecting in-depth information about
the topic. These research methods are helpful in meeting with the desired objectives.
Research philosophy

This can be defined as paradigm which supports in development of background,
knowledge. Researcher has to take support of different techniques that helps scholar in
investigating the topic effectively in different situations. Investigator has to select appropriate
philosophy as per the nature of investigation. There are many types of philosophies such as
positivism, Interpretivism, realism etc (Pearson, Albon and Hubball, 2015). Positivism
philosophy is directly linked with the objectivism. On other hand interpretivism tool is different
from positivism approach because in this method researcher pay emphases on belief and values.
With the help of this tool's scholar can justify research problems effectively and can draw valid
conclusion related to the study.
In the present research project factors which influence satisfaction level of passengers,
scholar has taken support of interpretivism philosophy. This has supported the scholar in getting
information about the research problems and carrying out the detail in effective manner (Ansara,
2015).
Research design
Research designs can be defined as procedure which are used by scholar in collecting
information and analysing measures. Descriptive, exploratory etc. are various types of design but
scholar has to go with most suitable design so that individual can develop understanding about
the subject matter. In the current study on factor affect satisfaction level of passengers scholar
has taken support of descriptive research design. It has supported in describing each issue related
to the topic well (Wan and et.al, 2014). By this way researcher has become able to give proper
answer of each research problems.
Research approach
It is another method of research methodology which supports in conducting the
investigation in accurate manner. Inductive and deductive are two main approaches and
researcher has to select the tool as per the nature of research project. Present research topic
factors influence customer satisfaction is qualitative in nature thus researcher has taken support
inductive approach. By using theories and models scholar has become able to explain these
points in effective manner (Sessler and Imrey, 2015).
Data collection
It is considered as most important part of research project. By collecting sufficient and
reliable information scholar can draw valid conclusion and can meet the objectives. In the

present investigation scholar has taken support of primary data collection sources. Questionnaire
technique has been used by researcher and by asking questions investigators has collected in-
depth information about factors that influence customers satisfaction level (Ansara, 2015).
Sampling
It is another tool that supports in choosing correct samples those who can give right
information about the subject matter. In the present study researcher has selected random
sampling techniques and has selected 50 customers as respondents randomly (Pearson, Albon
and Hubball, 2015).
Data analysis
It is another tool that can help in presenting the information in effective manner.
Researcher has used thematic analysis tool which has supports the scholar in presenting detail in
effective manner by using graphs and charts (Ansara, 2015).
Research Resource required
Research question In order to address research question scholar is
required books, journals, articles on customer
satisfaction on airline industry.
Research objectives Researcher has used 50 respondents as sample
size.
Questionnaire has been prepared
Researcher has used thematic analyses tool,
computers, internet, Microsoft excel to
complete this study.
Questionnaire
Name
Age

Gender
1. How often do you travel by air in a year?
 Once
 Twice
 More than once
2) How many times you travel the airline EasyJet?
 One time
 More then once
 Several time
3.) Is price of Easyjet is reasonable?
 Yes
 NO
 Do not Know
4) According to your opinion Easy jet provide quality services?
 Yes
 No
 Do not know
5) If the airfare price of Easy jet is higher, would you choose the same airline because of the im
pressed services being provided?

 Yes
 No
6) Are you satisfied with the price of Easyjet?
Highly satisfied
Satisfied
neural
Highly dissatisfied
Dissatisfied
7) Which of the following factor lead to your satisfaction and loyalty for an Easyjet?
Reliability - Service must be dependable and consistent.
The punctuality of flights and ground services.
Ticket flexibility
All of the above
8). Are you satisfied with EasyJet flight safety?
Highly satisfied
Satisfied
neural
Highly dissatisfied

Dissatisfied
9) According to your opinion does Easy jet required to put efforts for increasing customer satisf
action level.
Highly agreed
agreed
neural
Highly disagreed
disagreed
2.3 Recording of data
Theme 1: More than once travel by air in a year
1. How often do you travel by air in a
year?
Respondent
s
Once 10
Twice 25
More than once 15
50
Theme 2: Many times you travel the airline EasyJet
2) How many times you travel the airline
EasyJet?
Respondent
s
One time 10
More then once 30

Several time 20
50
Theme 3: price of Easyjet is reasonable.
3.) Is price of Easyjet is reasonable?
Respondent
s
Yes 30
NO 20
Do not Know 0
50
Theme 4: Easy jet provide quality services.
4.) According to your opinion Easy jet
provide quality services?
Respondent
s
Yes 40
No 10
Do not know 0
50
Theme 5: If the airfare price of Easy jet is higher, respondent choose the same airline
because of the impressed services being provided
5.) If the airfare price of Easy jet is higher,
would you choose the same airline because of
the impressed services being provided?
Respondent
s
Yes 35
No 10
5

50
Theme 6: Ticket flexibility is the factor lead to your satisfaction and loyalty for an easyJet
6.) Which of the following factor lead to your
satisfaction and loyalty for an Easyjet?
Respondent
s
Reliability - Service must be dependable and
consistent. 15
The punctuality of flights and ground
services. 10
Ticket flexibility 20
All of the above 5
50
Theme 7: Satisfied with EasyJet flight safety
7. Are you satisfied with EasyJet flight
safety?
Respondent
s
Highly satisfied 20
Satisfied 10
neural 0
Highly dissatisfied 15
Dissatisfied 5
50
Theme 8: Easy jet required to put efforts for increasing customer satisfaction level.

8.) According to your opinion does Easy jet
required to put efforts for increasing customer
satisfaction level.
Respondent
s
Highly agreed 10
agreed 20
neural 5
Highly disagreed 15
disagreed 5
50
TASK 3
3.1 Appropriate research evaluation technique
Researcher has taken support of various tools and techniques in the present research
project. These as following: Research philosophy: Interpretivism philosophy was suitable tool for the present research
project, this tool has supported the scholar in identifying factors that influence consumer's
satisfaction level. Research design: Descriptive research design has been selected by the researcher that has
helped the investigator in describing each element well and developing link between
satisfaction level of passengers and its impact on profitability of business unit (Wan and
et.al, 2014). Research approach: Inductive approach is the technique which has been chosen by
researcher, it has helped the scholar in investigating the topic by involving theories and
models. Data collection: Scholar has taken support of primary data collection sources and through
questionnaire individual has gathered in-depth infraction about factors that influence
customer;s satisfaction.
 Data analysis: Thematic approach has been used by researcher and by using charts and
graphs individual has presented data in the research project (Sessler and Imrey, 2015).
3.2 Interpretation
Theme 1: More than once travel by air in a year

Interpretation: From the above result it is interpreted that there are 10 respondents who state
they travel one time by air. On the other hand there are 25 who said that they travel twice by air
while 15 replied that they travel more than once in a year by air. This indicate that there are
most of the respondent who prefer to travel by air in a year. There is increase in the demand of
airline by the customer. Therefore, airline company need to ensure that they enhance the
satisfaction level of customer so that it become easy for them to increase sale and retain customer
for longer time
Theme 2: Many times you travel the airline EasyJet.
Once Twice More than once
0
5
10
15
20
25
30
10
25
15
Column C

Interpretation: The aforementioned chart shows that there are 10 respondents who state they
travel one time by easyjet. On the other hand there are 30 who said that they travel twice by
Easyjet while 20 replied that they travel several time by the Easyjet. This show that there are
most of the customer who prefer Easyjet. Therefore Easyjet need to focus on improving its
services so that it can easily attract large number of customers.
Theme 3: price of Easyjet is reasonable.
10
30
20
One time
More then once
Several time

Interpretation: The above chart reflect that there are 30 respondents who state price of Easyjet
is reasonable. On the other hand there are 15 who said price of Easyjet is not reasonable. while 5
replied they do not know about it. Easyjet. This show that there are most of the respondent prefer
to think that price is reasonable of the Easyjet. Therefore company need to focus on using the
pricing strategy so that it can easily maintain the satisfaction level of its customers.
Theme 4: Easy jet provide quality services.
Yes
NO
Do not Know
0 5 10 15 20 25 30 35
30
15
5
Column C

Interpretation: From the above result it is interpreted that there are 40 respondents who state that
Easyjet provide quality services. On the other hand there are 10 who said Easyjet do not
provide quality services. Therefore, it can be analysed that company need to take some step so
that it can keep consistency in its services as it lead to retain the customer for longer period of
time
Theme 5: If the airfare price of Easy jet is higher, respondent choose the same airline
because of the impressed services being provided.
40
10
Yes
No
Do not know

Interpretation: The aforementioned chart shows that there are 35 respondents who state price
If the airfare price of Easy jet is higher, then they choose same airline because of the impressed
services being provided . On the other hand there are 10 who said that if price of the Easyjet is If
the airfare price of Easy jet is higher, then they not choose same airline because of the impressed
services being provided. While 5 do not about it what they will do. Therefore, it is analysed that
there are most of the respondent who prefer quality services and they are ready to pay for it
Theme 6: Tickety flexibility is the factor lead to your satisfaction and loyalty for an Easyjet
customer
Yes
No
Do not know
0 5 10 15 20 25 30 35 40
35
10
5
Column C

Interpretation: The aforementioned chart shows that there are 15 respondents who state that
Tickety flexibility is the factor lead to your satisfaction and loyalty for an Easyjet. On the other
hand there are 15 who state that The punctuality of flights and ground service is the factor lead to
your satisfaction and loyalty for an Easyjet customer. While 10 replied that Reliability - Service
must be dependable and consistent and 5 said all of the above. Therefore, it is analysed that most
of the respondent who state that ticket flexibility provided by the Easyjet is factor which
encourage them to take their flight.
15
10
20
5
Reliability - Service must be
dependable and consistent.
The punctuality of flights and
ground services.
Ticket flexibility
All of the above

Theme 7: Satisfied with EasyJet flight safety.
Interpretation: From the above result it is interpreted that there are 10 respondents who state that
they are highly satisfied with the flight safety of easy jet while 20 are highly satisfied. On the
other hand 15 are highly dissatisfied and 5 are only dissatisfied worth the above statement.
Therefore,it is analysed that Easyjet need to focus on more safety so that customer feel safe and
secure in their flight.
Theme 8: Easy jet required to put efforts for increasing customer satisfaction level.
Highly satisfied Satisfied neural Highly dissatisfied Dissatisfied
0
5
10
15
20
25
20
10
0
15
5
Column C

Interpretation: The aforementioned chart shows that there are 10 who are highly agreed and 20
who are only agreed that Easy jet required to put efforts for increasing customer satisfaction
level. On the other side, there are 5 who are neutral they are neither agreed nor disagreed with
the statement. While 15 are highly disagreed and 5 are only disagreed with the above statement.
Therefore, it shows that Easyjet ned to focus on improving the satisfaction level of its customers.
1. Ticketing
and fare
Highly satisfied satisfied neutral dissatisfied Highly
dissatisfied
Searching flights 15 20 5 10
Easy to access to
EasyJet Website
10 25 5 10
Website provide
complete
information about
destination flight
and pick
25 20 5
Easy to Navigate 20 15 5 10
Highly agreed agreed neural Highly disagreed disagreed
0
5
10
15
20
25
10
20
5
15
5
Column C

Interpretation: From the above result it is interpreted that most of the respondent of easyJet are
highly satisfied with the searching flight, easy to access to easyJet website and they can easily
find the information related to the destination flight. Apart from this there are most of the
respondent who think that most of the respondent are not satisfied. Apart from this there are few
participants who are not satisfied as they do not think that they can easily search the flight of
EasyJet and not easy for them to Navigate.
2. Easy to Book
3. Easy to
book
Highly satisfied satisfied neutral dissatisfied Highly
dissatisfied
Price 10 20 5 15
Online booking 20 15 10 5
Attractive offer 10 5 20 15
appropriate
information
10 25 10 5
Interpretation: From the above result it is interpreted that there are most of the respondent who
state that they book easyJet airline because of price. Most of the respondent find easier to book
ticket online of Easyjet and they also get enough information related to the product. On the other
side there are few customers who state that they di not get appropriate information regarding
booking.
3 Bonding
and
baggage
Highly satisfied satisfied neutral dissatisfied Highly
dissatisfied
Electronic bonding 15 20 5 10
Baggage allowance 10 25 5 10
Attractive offer 15 10 5 20
Baggage price 10 25 10 5
Interpretation:

4 Inflight
services
Highly satisfied satisfied neutral dissatisfied Highly
dissatisfied
Friendly staff 10 25 5 10
Quality of food 10 20 5 10 5
Price of food 10 5 20 15
Baggage price 5 15 30
Service 15 20 5 10
Interpretation: From the above report it is interpreted that there are most of the respondent who
state that they are satisfied because of friendly nature of staff and quality of food. On the other
side there are respondent who are not happy with baggage price and price of food.
3.3 Recommendations
From the above collecting information the suggestion for Easy jet are as follows:
Easyjet is performing well but there as per the finding it need to make some changes so that it
can easily accomplish success.
so it is recommended that company can focus on making good relation with its customer so that
it can easily know the view and opinions regrading the services. This will help them in making c
hanges according to the customer taste and preference.
As per the finding it is recommended that EasyJet should keep its baggie charge low so that
customer do not face issues regarding this.
Further it is recommended that company can focus on customer query and solved their issues on
time without ignoring their complaint is also one of the effective strategy in respet to keep custo
mer satisfied. Customer who travel first time have lots of query related to heir flight. Therefore,
it is important for Easyjet to focus on resolving their query so that that
they prefer their flight next always.
From the finding
It is recommended that Airline company can focus on providing full tour package. It helps in targ
eting new customer because middle class people only attracted toward the flight if they got some
benefits of customer loyalty reward. Therefore, it is one of the easy way of attracting large numb
er of customers in order to increase the sale and profit of the firm.

The image of the airline company also leads to increase sale and profit. If company focus on enh
ancing the satisfaction level of customer through changing their services as per the requirement o
f customer then it leads to improve brand image. Easyjet can focus on improving the food quality
services which it serves insight the flight lead and improving the interior decoration help the orga
nisation in retaining them for longer time and increase their satisfaction level
TASK 4
4.1 Presentation
Theme 1: More than once travel by air in
a year.
Interpretation: From the above result it is
interpreted that there are 10 respondents
who state they travel one time by air. On
the other hand there are 25 who said that
they travel twice by air while 15 replied that
they travel more than once in a year by air.
This indicate that there are most of the
respondent who prefer to travel by air in a
year. There is increase in the demand of
airline by the customer. Therefore, airline
company need to ensure that they enhance
the satisfaction level of customer so that it
become easy for them to increase sale and
retain customer for longer time
Theme 2: Many times you travel the airline
EasyJet.
Interpretation: The aforementioned chart shows
that there are 10 respondents who state they travel
one time by easyjet. On the other hand there are
30 who said that they travel twice by Easyjet
while 20 replied that they travel several time by
the Easyjet. This show that there are most of the
customer who prefer Easyjet. Therefore Easyjet
need to focus on improving its services so that it
can easily attract large number of customers.
Theme 3: price of Easyjet is reasonable.
Interpretation: The above chart reflect that
there are 30 respondents who state price of
Easyjet is reasonable. On the other hand
there are 15 who said price of Easyjet is not
Theme 4: Easy jet provide quality services.
Interpretation: From the above result it is
interpreted that there are 40 respondents who state
that Easyjet provide quality services. On the other
hand there are 10 who said Easyjet do not

reasonable. while 5 replied they do not
know about it. Easyjet. This show that there
are most of the respondent prefer to think
that price is reasonable of the Easyjet.
Therefore company need to focus on using
the pricing strategy so that it can easily
maintain the satisfaction level of its
customers.
provide quality services. Therefore, it can be
analysed that company need to take some step so
that it can keep consistency in its services as it
lead to retain the customer for longer period of
time
Interpretation: The aforementioned chart
shows that there are 35 respondents who
state price If the airfare price of Easy jet is
higher, then they choose same airline
because of the impressed services being
provided . On the other hand there are 10
who said that if price of the Easyjet is If the
airfare price of Easy jet is higher, then they
not choose same airline because of the
impressed services being provided. While 5
do not about it what they will do. Therefore,
it is analysed that there are most of the
respondent who prefer quality services and
they are ready to pay for it
Theme 6: Tickety flexibility is the factor lead to
your satisfaction and loyalty for an Easyjet
customer.
Interpretation: The aforementioned chart shows
that there are 15 respondents who state that
Tickety flexibility is the factor lead to your
satisfaction and loyalty for an Easyjet. On the
other hand there are 15 who state that The
punctuality of flights and ground service is the
factor lead to your satisfaction and loyalty for an
Easyjet customer. While 10 replied that Reliability
- Service must be dependable and consistent and 5
said all of the above. Therefore, it is analysed that
most of the respondent who state that ticket
flexibility provided by the Easyjet is factor which
encourage them to take their flight.
Interpretation: From the above result it is
interpreted that there are 10 respondents
who state that they are highly satisfied with
the flight safety of easy jet while 20 are
highly satisfied. On the other hand 15 are
highly dissatisfied and 5 are only
Theme 8: Easy jet required to put efforts for
increasing customer satisfaction level.
Interpretation: The aforementioned chart shows
that there are 10 who are highly agreed and 20
who are only agreed that Easy jet required to put

dissatisfied worth the above statement.
Therefore,it is analysed that Easyjet need to
focus on more safety so that customer feel
safe and secure in their flight.
efforts for increasing customer satisfaction level.
On the other side, there are 5 who are neutral they
are neither agreed nor disagreed with the
statement. While 15 are highly disagreed and 5 are
only disagreed with the above statement.
Therefore, it shows that Easyjet ned to focus on
improving the satisfaction level of its customers.
CONCLUSION
From the above report it can be concluded that budget, services are major elements which
impact on the mind of customers. Companies need to pay attention on these elements and have to
provide them satisfactory services so that these can retain their passengers in the organization for
longer duration.

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