Impact of Training Ground staff on Customer satisfaction in Airline Industry

Running head: RESEARCH PAPER
Title: The Impact of Training Ground staff on Customer satisfaction: A case of the
Airline Industry
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RESEARCH PAPER1
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RESEARCH PAPER2
Executive Summary
Employee training refers to the training initiative which is generally undertaken by an enterprise
in order to train the different employees who are present. The short term goals of training the
employees can be mentioned to be the fact that the different employees feel motivated to
perform better and increase the productivity of the enterprise and the long term objective of the
initiative can be mentioned to be the fact that the customer satisfaction of the firm can increase
to a great extent. The main aim of the study is to find the impact of training on the customer
satisfaction. The study follows a systematic format whereby the Introduction set down the
objectives of the study which is then followed by the Literature review and the Research
methodology. The primary quantitative method of research has been adopted. The fourth
chapter presented the statistical representation of the results and it was found that the alternate
hypothesis was accepted and it was found that the Training of the employees has a very strong
impact on the Customer Satisfaction.

RESEARCH PAPER3
Table of Contents
List of Figures.............................................................................................................................. 5
Chapter 1: Introduction................................................................................................................ 6
1.0 Introduction....................................................................................................................... 6
1.1 Background of the study........................................................................................................6
1.2 Research problem.................................................................................................................6
1.3 Research objectives.............................................................................................................. 7
1.4 Research Questions.............................................................................................................. 7
1.5 Research Hypothesis............................................................................................................. 7
1.6 Dissertation structure............................................................................................................. 8
1.7 Summary............................................................................................................................... 9
Chapter 2: Literature Review.....................................................................................................10
2.1 Introduction.......................................................................................................................... 10
2.2 Customer satisfaction.......................................................................................................... 10
2.3 Staff training......................................................................................................................... 13
2.4 Impact of staff training on consumer satisfaction.................................................................15
2.5 Factors affecting Training needs for consumer satisfaction.................................................16
2.5.1 Training tangibles.......................................................................................................... 16
2.5.2 Training reliability.......................................................................................................... 17
2.5.3 Training responsiveness...............................................................................................17
2.5.4 Training assurance........................................................................................................17
2.5.5 Training empathy........................................................................................................... 17
2.6 Conceptual framework......................................................................................................... 18
2.7 Literature Gap...................................................................................................................... 19
2.8 Summary............................................................................................................................. 19
Chapter 3: Research Methodology............................................................................................20

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3.1 Introduction.......................................................................................................................... 20
3.2 Research Philosophy........................................................................................................... 20
3.3 Research Approach............................................................................................................. 20
3.4 Research Design................................................................................................................. 21
3.5 Data collection and analysis................................................................................................21
3.6 Sampling technique............................................................................................................. 22
3.7 Reliability and Validity.......................................................................................................... 22
3.8 Ethical consideration............................................................................................................ 22
Chapter 4: Findings, Analysis and Discussion...........................................................................23
4.1 Overview.............................................................................................................................. 23
4.2 Analysis............................................................................................................................... 23
4.2.1 Descriptive statistics......................................................................................................23
4.2.2 Inferential statistics........................................................................................................31
Training Tangibles and Customer satisfaction........................................................................34
Training Reliability and Customer satisfaction........................................................................35
Training responsiveness and customer satisfaction...............................................................36
Training assurance and Customer satisfaction.......................................................................38
Training empathy and Customer Satisfaction.........................................................................39
4.3 Hypothesis testing............................................................................................................... 41
4.4 Discussion........................................................................................................................... 42
4.5 Summary............................................................................................................................. 43
Chapter 5: Conclusion............................................................................................................... 44
5.1 Limitations and Future research...........................................................................................44
References................................................................................................................................ 45
Appendix.................................................................................................................................... 51

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RESEARCH PAPER6
List of Figures
Figure 1: Age group of Participants............................................................................................24
Figure 2: Gender of the participants...........................................................................................25
Figure 3: The educational level of the employees......................................................................26
Figure 4: The work experience of the different employees in the sample population.................27
Figure 5: Domain of work of the participants..............................................................................28
Figure 6: The training procedure implemented..........................................................................29
Figure 7: The income level of the employees in the sample group............................................30

RESEARCH PAPER7
Chapter 1: Introduction
1.0 Introduction
This report examines the influence of training of ground staff on consumer satisfaction in the
airline and airport business. The examination of the previous literary sources has shown that the
majority of the studies have focused on training and development needs in general. This study
investigates the training impact of ground staff on consumers. There has been significant growth
in the airline and airport industry where the consumers have become dynamic. It implies that
airline companies have to adapt to the change in the business environment. The companies in
the airline industry are facing a huge dilemma where they have to reduce their cost of operation
to remain competitive, and on the other hand, they are trying to add value to the consumers.
1.1 Background of the study
The fierce competition in the industry makes it necessary for the organisations to focus
on the satisfaction and experience of the passengers. Consumer feedback is critical in the
industry as it measures the outcome to improve the performance of the business. The
international airport transportation has mentioned that passengers are increased by 7% every
year and is expected to grow exponentially (Farooq et al. 2018). On the contrary, there has
been a significant decrease in the profit margin when the year on year profit margin shows a
decrease of 2% in the year of 2018 (Sandada and Matibiri 2016). The main reason behind this
is the increase in competition in the airline industry, along with the increase in the cost of the
airlines. Labour, fuel and maintenance costs are significant factors affecting the overall profit
margin of the consumers. In light of the past literary sources, it can be seen that quality of
service in the airline industry has been analysed in various instances (Ali, Dey and Filieri 2015).
Moreover, the importance of online reviews and user-generated content on the internet has
created a pool of content which cannot be controlled by business organisations. It makes it
necessary for organisations to focus on improving the performance of the employees at every
level.
1.2 Research problem
Past literature synthesis shows that the majority of the studies focused on analysing the
impact of training on consumer satisfaction in the airline industry has focused on the cabin crew
and other staffs. The aspect of ground staffs has been mentioned very minutely in some of the