Research Project on Customer Satisfaction in Easyjet

RESEARCH PROJECT

Abstract
The study discuss about customer satisfaction in the Easyjet. Impact of customer satisfaction
on travel business of the Easyjet is being discussed in this research .Furthermore, study looks
the various actors that influence the satisfaction level of travellers.
Literature sections has identified various facts about factors that influence customer
satisfaction in the the organization. Flight services, website details, online services etc. are
many elements that influence the mind of consumers. Methodology section describes various
tools and techniques that is being applied to get the results. Easyjet is offering quality
services to its consumers but still it is required to provide more information on its website and
have to provide more effective inflight services to travellers.

Table of Contents
1.1 RESEARCH PROJECT OUTLINE..........................................................................1
1.1.1 Introduction.......................................................................................... 1
1.1.2 Aim....................................................................................................... 1
1.1.3 Objectives ............................................................................................ 1
1.1.4 Research Questions.............................................................................. 1
1.2 RATIONALE OF CONDUCTING THIS RESEARCH................................................2
1.2.1 Scope................................................................................................... 2
1.3 LITERATURE REVIEW........................................................................................ 3
1.3.1 Customer satisfaction...........................................................................3
1.3.2 Kano model........................................................................................... 4
1.4 RESEARCH METHODOLOGY............................................................................. 5
1.4.1 Research type....................................................................................... 6
1.4.2 Quantitative research type...................................................................6
1.4.3 Study population................................................................................... 6
1.4.4 Sampling with sample size...................................................................6
1.5 PLAN AND PROCEDURE FOR RESEARCH SPECIFICATION.................................7
Task 2 implementation of research project...........................................................9
2.1 Resource requirements............................................................................9
2.2 Undertaking proposed research investigation.......................................10
2.3 Recording and collection of appropriate data................................................11
............................................................................................................................ 18
Task 3 Evaluation of research project..................................................................18
3.1 research evaluation techniques.....................................................................18
3.2 Interpretation and analysis of results............................................................19
............................................................................................................................ 26
3.3 Recommendations according to findings.......................................................26

Task 4 Presentation of research outcomes (Refer to attached poster
presentation)....................................................................................................... 26
4.1 Outcomes of research....................................................................................28
Reference list....................................................................................................... 31
Appendices.......................................................................................................... 33

Customer satisfaction of Easyjet
1.1 RESEARCH PROJECT OUTLINE
1.1.1 Introduction
The aim of this report is to understand the topic of customer satisfaction of Easyjet.
This report has analysed each and everything related to Easy jet’s customer satisfaction
project. With the help of research project and literature, review the topic better understanding
have been developed. This report will also give a critical analysis on customer satisfaction
and different models to understand the subject.
1.1.2 Aim
The aim of the study is to provide satisfaction to the customers of the venture Easyjet.
The study helps in understanding the factors, which help to provide customers
satisfaction in the contemporary era. The study tries to improve the conception of the
learners related to the customer satisfaction. It also provides the idea based on which,
the business ventures try to satisfy their customers.
1.1.3 Objectives
1. To interpret the perception of customer satisfaction for running the Easyjet in the
appropriate way
2. To identify the factors that can influence customer satisfaction for Easyjet
3. To understand the necessity of customer satisfaction in the organisation of Easyjet
4. To provide recommendations on customer satisfaction to Easyjet.
1.1.4 Research Questions
1.What are the perception of customer satisfaction for running in the appropriate way?
2.What factors can influence customer satisfaction in the Easyjet?
3. Why there is necessity of customer satisfaction in the organisation of Easyjet?

1.2 RATIONALE OF CONDUCTING THIS RESEARCH
In this report the first thing which is important to work on is the literature review
which is very important as it explains what many authors have said about different authors
and their views on customer satisfaction and managing them. Second, it is important to
explain the research project of this report. This assignment also defines critical literature
review of the topic, and the proper understanding of customer satisfaction is and Kano's
model to understand Customer satisfaction. The plan and procedure are created to make a
better understanding the subject of study. Research methodology is there to explain the
method can take to complete the entire study. Another reason of selecting this topic is that
researcher has interest in the topic. Due to interesting area of customer satisfaction scholar
has chosen this subject. This topic is effective for the career growth of research thus,
individual has chosen this subject. It is semi structured topic which is provided by college
thus, researcher has chosen this topic.
1.2.1 Scope
There are many ways to develop customer services so that the customers can be
satisfied with the services offered. These ways can be useful to develop the customer service
sector and there are many methods, which should apply to get proper outcomes.
Easy jet prefers Benefit Measurement method as this technique is on the value estimated cash
flow outflow and inflow. In this method, the cost benefits is calculated as well as compared to
other projects to make decisions. There are different models, which such as Benefit or cost
ratio, as well as economic models to understand the entire scenario of Easy jet this method is
very much important. There are different other models as well like the scoring model and the
payback period This helps the organization complete their task easily without having any
issue. Not present value is another method, which is being, used also methods like discounted
cash flow as well as internal rate of return is important. In the end, the opportunity cost added
to complete the entire method of Benefit Measurement Method.
1.3 LITERATURE REVIEW
According to Khan and Khan, 2014, pp.63 customer satisfaction is one of the most
important thing which has to be kept in mind while interacting with a customer or giving any
kind of service to any kind of customers. Customer satisfaction is very important as a
company runs on the support of their customers. If the customer does not like the service of

that organization they will quickly shift to their competitors, this is how the cycle will go on,
and thus it is very important to offer good quality service to the customers to avoid the risk of
making the customer annoyed. According to Hussain, Al Nasser and Hussain, 2015, pp. 167-
175 ustomers can be dissatisfied by the appearance of the employees or might be annoyed
due to the quality of the service so there are many things which has to be kept in mind while
interacting with the customer. As customers are the ones who brings money to an
organization, so they have to treated with care and the service should be not below the level.
When a customer pays for some service they expect it to be something better and offering
something which they do not expect either. Which means they did not like it or they are
surprisingly happy with the service? Leong and et.al., 2015, pp.6620-6634 , said that when a
single customer gets happy with the service they bring more capital to the company else and
refers to their family or friends which can be very profitable for the organization. According
to Shaw (2016, p.254), an organization should always seek to provide the best quality service
to the customers and keep them happy this would always profit the organization and not harm
it. Thus, it can be understood customer satisfaction is a very important thing, which must give
the most importance.
1.3.1 Customer satisfaction
In the viewpoint of Hussain (2015, p.176), the passengers of airlines select based on
the services of airlines, quality of food, brand name and other factors that creates a
differentiation and positioning of the industry. The employees of Easy jet must provide
quality of services and should understand the importance of customers’ satisfaction. It has
been argued by Sengupta, Balaji and Krishnan, 2015, pp. 665-674. many a times, the
customers do not get satisfy with the quality of the service and hence the business fail and the
owner get loss in the business. In addition, if easyjet airlines can improve the customer
satisfaction then will be able to set the goals for improving the services and can monitor the
progress in this field. Moreover, they can earn huge profit in this business by improving the
customer services and loyalty. Snyder and Tai (2014, p.256) has mentioned that business of
airline industry always start and end with the customers. It has been found that customer
satisfaction and loyalty are the two important factors in the airline business. The services that
are needed to improve the customer satisfaction in Easy jet are mentioned below:
Empathy of staffs: The staffs of Easy jet should give attention to every passenger while they
are travelling from one place to another. For instance, the employees should remember the
names of the passengers and should take care of their requirements.

Assurance: The employees of Easy jet should make the passenger believe that they have
ability and skills to give their best and perform their jobs. For instance, the air hostess should
know the destination and they must take care of the security of the passengers in the plane.
Reliability: the employees in Easyjet must maintain the services and the quality for a longer
time. They should perform their jobs accurately. For example, the employees should provide
check in services to all the passengers efficiently.
1.3.2 Kano model
According to the research, it has been found that Kano model acts as a best example
of customer satisfaction in the business. This model says that a product or a service is being
designed for the customers. It is designed according to the emotions of the customers.
Moreover, this model helps the owner of the business thinks the usefulness of the product and
services in providing better result to the customers. On the other hand, it also influences the
constant development of the product that will add to the modification of the service. This
research will show that suitable components of Kano model that may be helpful in
developing the airlines services:
Basics: A customer’s generally wants these features from the services. For instance, when a
customer books a flight ticket then that person expects a complimentary food while travelling
in the flight.
Performance attributes: this are the things that adds to the enjoyment of the services. It has
been found that every customer wants to avail a comfortable and enjoyable service. For
instance, if low budget airline offers free superfast broadband connection inside the
aeroplane. Then this may adds to the enjoyment of the teenagers and the younger. Moreover,
this will make their journey a remarkable one (Suki, 2014, pp.26-32 ).
Excitement phenomenon: The owner may provide these extra benefits in the service. This is
mainly the surprise components and the customers are not aware of these benefits while
travelling in the flight. For instance, in the airlines services the customers may find
chocolates when they will get inside the flight. These small surprises will make the
passengers more satisfied to use their services again.