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Impact on Customer Satisfaction Easyjet

   

Added on  2020-07-22

1 Pages578 Words108 Views
Research type: Quantitative investigation Research approach: DeductiveResearch philosophy: Positivism Data collection: Primary (survey) and secondary (books, journals& scholarly articles)Sampling: 30 customers have been selected via simple randomsampling technique Data analysis: Thematic To analyze the factors that has influence on customer satisfaction and thereby organizational growth in the context of Airline sector: A study on Easy JetSearching and buying ticket from Easy Jet for travellingWebsite of the company is easily accessible Offers complete and appropriate information Easy navigation Facilitates online chatting or communication option Secure payment system 0%50%100%10811910971088710710733233Agree Strongly agree Neutral Disagree Strongly disagree Boarding facilities of Easy Jet are prominentEasinessServicesarecomfortableStaffisfriendly0%20%40%60%80%100%910898101079233Highly dissatisfiedDissatisfiedNeither satisfied nor dissatisfied Highly satisfied SatisfiedConclusion By summing up this report, it has beenconcluded that to assess the factors that have animpact on customer satisfaction quantitative researchtype has been used. It can be seen in the report torespond concerned issue primary and secondary datahas been gathered. Further, it has been articulated thatmajority of the respondents undertakes the services ofEasy Jet for business trips and travel abroad formeeting to friends and relatives. It can be summarizedfrom the report that customers of Easy Jet are notfacing difficulties in searching it and booking ticketthrough online means. It can be stated from evaluationthat few of the customers of Easy Jet are not satisfiedwith in-flight services.RecommendationsNeeds to focus on taking feedback from customersIt should lay focus on undertaking competitivepricing strategyTheme 4: Regarding in-flight services Staff is efficient and supportiveFresh and quality food services Toilets are neat and clean Comfortable seating arrangements 7677981012899845332210Agree Strongly agree Neutral Disagree Strongly disagree Theme 5:. Baggage allowance facility While landingDuring take-offs 6799101232201 (Excellent)2 (Better)3 (Good)4 (Average)5 (Poor)Theme 6: 01020308910127633Highly dissatisfiedDissatisfiedNeutral Highly satisfied SatisfiedResearch aim and objectives AimThe aim of the present study is to investigatethe factors that have influence on the customersatisfaction of Easy Jet.Objectives: 1.To evaluate the significance of customersatisfaction in the context of airlines sector. 2. To identify the factors that has an influenceon customer satisfaction. 3.To assess the impact of customersatisfaction on the growth and success ofEasy Jet. 4.To recommend the ways to Easy Jet forenhancing the level of customer satisfaction.Research questionsIn order to conduct study in an appropriatemanner scholar is required to formulate appropriatequestions on the basis of aim and objected depictedabove: Q.1 What kind of factors have impact on thesatisfaction of Easy Jet’s customers?Q.2 Does customer satisfaction level affectorganizational growth and success?Kano model and customer satisfaction LR: The conditions of the functioning of the airlines in UKhave made it effective for the lower budget flyers to travel tothe foreign countries. However, the detailed study of the UKairlines industry has produced the evidence of suchfunctioning that does not satisfy the customers in this sector.It has been made clear by the researchers that a cent percentcustomer satisfaction is not possible to be acquired by anyindustry (Agnihotri et al. 2016). However, provision ofsatisfactory results to the customers should be achieved by anindustry through integrated provision of services by differentcompanies. However, it has also been considered thatdifferent sectors of customers should be assisted bycompanies functioning in differential target market selection.Therefore, absence of such functioning within the industryhas induced the likelihood of conduction of one such researchproject. The Kano model provides an account of the level ofsatisfaction among the customers in an industry defining thefactors that might be attributed to the same. % of responsesBusiness tripsVacationShort breaksVisit friends and relatives

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