TASK 11 1.1 Introduction 11.2 Factors contribute in research project 2 1.3 Research aims and objectives 4 1.5 Research methodology 4 1.5 Research questions 4 1.5 Research methodology 4 1.5 Research me

RESEARCH PROJECT

Contents
TASK 1............................................................................................................................................1
1.1 Introduction......................................................................................................................1
1.2 Factors contribute in research project...............................................................................2
1.3 Literature review..............................................................................................................2
1.4 Research aims and objectives...........................................................................................4
1.5 Research questions...........................................................................................................4
1.6 Research methodology.....................................................................................................5
TASK 2............................................................................................................................................7
2.1 Resources..........................................................................................................................7
2.2 Research investigation......................................................................................................7
2.3 Record keeping data.........................................................................................................9
TASK 3..........................................................................................................................................10
3.1 Research evaluation technique.......................................................................................10
3.2 Data analysis...................................................................................................................10
3.3 Recommendations..........................................................................................................15
CONCLUSION..............................................................................................................................15
REFERENCES..............................................................................................................................16

TITLE: To identify the impact of best quality services of airlines on customers’ satisfaction: A
case study on EasyJet.
TASK 1
1.1 Introduction
Customer satisfaction has been considered as marketing term which can be analysed or
measures how goods and services supplied by company in order to meet basic needs and demand
of people. Customer satisfaction is the term which is best indicator of how likely a consumer will
make a purchase in the future (Ryu, Lee and Gon Kim, 2012). Every company is responsible to
provide best quality services to customers in order to attract them and maintain performance in
effective manner. Best quality at reasonable price usually attract consumers. With the help of this
entity can easily build better image in people and increase profit margin as well. Quality service
of airline firms is able to protect life of customer who are using services and secure their interest.
Also it can maintain relationship among airline industry and customers.
The present report is based on EasyJet which is British airline, operating under the low
cost carrier model. It provides airline services in both domestic and international level. Company
provide schedule services on over around 800 routs in approx. 30 countries. Easy Jet plc has
been listed on the London stock exchange. Members of firm are responsible to frame new plans
and strategies for the meet target within stipulated time period and maintain performance or work
quality in effective manner (Hussain, Al Nasser and Hussain, 2015). Easy Jet provide better
quality of airline services to large number of people at reasonable price which is easily
acceptable for all class group of people. The present research report is based on customer
satisfaction for which every company can perform business activities. Team management needs
to be maintain by members of Easy Jet for meet target within stipulated time period and try to
improve overall work quality. Therefore, it should be recommended that the management is
responsible to allocate available according to requirement of company. Members must ensure
that entire company follow rules, regulation and policies which are imposed on them as per the
policies of firm. During travelling staff members of airline industry must ensures about provide
safe and secure services to them. It can build trust among people and maintain best quality
services as well.
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1.2 Factors contribute in research project
Researcher use all his efforts in order to prepare present project through data or
information in effective manner. There are various types of factors are present which are helpful
to prepare present project. Factors are like money, available resources, time etc. are helpful for
investigator to collect relevant data or information. With the help of this process person can
easily achieve target and maintain performance. Mentioned factors needs to be properly utilize
for the purpose of prepare present report. This project is based on customer satisfaction on airline
industry called as Easy Jet. Company provide best quality of airline services to large number of
people in order to attract them and at reasonable price. Also it can protect health and safety of
people who are using services of airline industry (Ladhari, Ladhari and Morales, 2011).
1.3 Literature review
The concept of customer satisfaction
Customers are the kings of market and they need to be served in a best way so that they
are satisfied. It is essential to ensure that each and every consumer is happy with the offerings
that are made by company. if their contentment levels are not at par with the requirement then
they will not consumer same product again and again which is a loss for an organisation.
According to Ahmad, Wasay and Jhandir, (2012), Customer satisfaction is something which is a
priority for each and every individuals working within an organisation. If the end user is not
satisfied with the services given by company, then they won’t be able to achieve company
objectives and goals in a set period of time. it is the marketing department that has to ensure that
they are able to develop right set of approach to the market environment.
As stated by Clemes, Gan and Ren, (2011), customer satisfaction is a well-known
marketing term which is used to measure the level of contention of people after they have used
organisation products and services. it is very important for organisation as it allows managers in
ensuring that company will be earning a set amount of returns on investment. Maintaining
customer satisfaction is very important for a company as it will allow individual in making sure
that they are able to retain consumers and make them to go for repetitive purchases. Also, there
are certain impact on company profits, if they are able to satisfy consumers as per their needs and
demands. It is very important to ensure that each and every customer is served with a higher
level of qualitative services or else they will be dis-satisfied and might choose product of another
company.
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The importance of best quality services with in airline industries.
Today, it is very important for an organisation to make sure that they are providing
qualitative services to consumers in order to retain them by satisfying their needs. basically, if
companies will not provide best quality services to users then they will opt for services from
another company or industry which is a substitute. In airline industry, it is very important for
companies to ensure that they are able to provide their consumers with higher quality services, so
that they stick with them/industry. According to Nam, Ekinci and Whyatt, (2011), Airline sector
faces a higher level of threat or competition from other form of transportation. This is why they
need to serve people with enhanced level of quality. This will ensure that individuals are satisfied
and retained. There are different issues that are there in serving customers, which needs to be
resolved by using strategic and interactive approached.
As per the view point of Namukasa, (2013), customers need a fair treatment for the price
they are paying for a product. If they do not get right treatment, then they will feel betrayed and
might even shift to another mode of transportation. Every single individual who is employed
within the sector has to make sure that they treat consumers in a required manner so that they
feel good and are satisfied in the end. At present, there are different companies which are
operating in this field and are focused on improving the quality of services that are given to
people.
The impact of best quality services of EasyJet on customers’ satisfaction
If an organisation is serving people with a higher quality of products and services, then
they will enjoy a competitive edge over its rivals. As people will make repetitive purchases and
ensure that they do not miss any offers given by company. According to Lee and Wu, (2011),
organisations like EasyJet need to make sure that they are able to develop better level of skills
and capabilities in order to gain competitive edge in market. Basically, EasyJet is a famous
company which has to maintain its own image of being a discount traveller that provides higher
quality of services to the consumers. If the company fails to do so, then they will suffer from loss
of customers. Moreover, it is essential for an organisation to make sure that each customer is
given treatment as per their requirements.
With the viewpoint of Kim and Lee, (2011), if an organisation like Easy Jet is failing to
provide good quality of services to consumers then they will shift to another airline. This is not
good for company nor industry. As this might lead organisation into loss because there are
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