Research Project

TASK 4
4.1 Presenting outcomes
1
Aim
“To analyze the ways through which customer satisfaction ratio
can be enhanced: A case study on Easyjet”.
Objectives
 To ascertain the importance of customer satisfaction
 To analyse the ways to enhance customer satisfaction To identify the impact of customer satisfaction on
company’s performance and productivity.
 To recommend the strategies for enhancing customer
satisfaction
Theme 1- Theme 1: The main purpose of taking flight
2
8
7
3
Business trip
Vacation
Visit relatives and families
Others
Theme 2- Theme 2: Affordable price of the air ticket
Yes No
0
2
4
6
8
10
12
14
12
8
Frequency
Theme 3- Theme 3: Information about the fare given
were accurate
Yes No
0
2
4
6
8
10
12
14
7
13
Frequency
Research approach- inductive
Research philosophe- interpretivism
Research design- descriptive
Data collection methods
Primary- questionnaire
Secondary -articles, internet sources, literature and books
Sampling- random sampling technique 20 UKCBC students
Theme 4- All the information about the flight from our helpline
number
Yes No
0
2
4
6
8
10
12
14
8
12
Frequency
Theme 5- Do you think that low cost airline satisfies your needs
similarly as compared to high cost airlines? Satisfied with the food
services provided at Easyjet
Strongly satisfied
Satisfied
Neutral
Dissatisfied
Strongly dissatisfied
0
1
2
3
4
5
6
7
8
2
4
3
7
4
Frequency
Theme 6: Reasons for you dissatisfaction
High price
Low quality of food products
Lack of proper services
Improper service by employees
0
1
2
3
4
5
6
7
8
9
5
8
4
3 Frequency
CONCLUSION
Employees are the face of organization as they are
the one who present the products and services that are
delivered by the organization. Firm should select
employees who will be able to put on their full efforts with
the help of which they understand their customers and
provide them services accordingly.