Satisfaction Level of Customers in Aviation Industry - Case Study on Easy Jet

Added on - 22 Jul 2020

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RESEARCH PROJECT
Table of ContentsTopic:- “To identify satisfaction level of customers with the aviation industry. A case study onEasy Jet”...........................................................................................................................................3INTRODUCTION...........................................................................................................................31.1 Background of research.........................................................................................................31.2 Identify research question.....................................................................................................41.3 Literature review...................................................................................................................51.4 Research proposal.................................................................................................................71.5 Research project plan............................................................................................................7TASK 2............................................................................................................................................72.1 Questionnaire and interviews................................................................................................72.2 Research Implementation......................................................................................................92.3 Data Collection......................................................................................................................9TASK 3............................................................................................................................................93.1 Research evaluation technique..............................................................................................93.2 Data Analysis........................................................................................................................93.3 Recommendations...............................................................................................................14TASK 4..........................................................................................................................................15Covered in poster......................................................................................................................15CONCLUSION..............................................................................................................................15REFERENCES..............................................................................................................................15
Topic:-“To identify satisfaction level of customers with the aviation industry. A casestudy on Easy Jet”.INTRODUCTION1.1 Background of research.Research is that process which help industry to gather information about satisfaction levelof customers with aviation industry. As such, this concept help company to know their actualperformance and what things they can include to make it more effective for customers. The basicreason for making a research is to know that how customer satisfaction level is helping firm togrow in better way and is it really making industry to earn higher profits (Lutz, 2016). “Easy jet”is a aviation company which is serving million of people with their better services. Founded inaround 1995and founded by Sir Stelios haji and number of employees are working with firm is isapproximately 11,600. somewhere entity make an revenueof£5.047 billion. Firm is operatingtheir service with more then 30 countries and with approx. 825 routes. Firm is having a motive toprovide service at lower cost to customer, so that they can be satisfied with such. Those peoplewho have a low income can also travel with such company too. As these scenario bring aeffective development in aviation industry. In this project thing will be discussed as, aims andobjective, significance and its scope. Review of research will be done , and in last methodologywill be there which will include (investigation, design, approach sampling and ethicalconsideration and lastly limitations as well).Research aims and objectives.Whenever a company makes an research to gather information, there is always aobjective behind that which provide information to firm, thus help them to bring innovation andcreativity in their services. Through research they try to gather information of few questionswhich is being asked by themselves only. Although research help to achieve an effectiveinformation and data of customer preferences, like and dislikes (Wampler, 2010). As, there ismain motive of company is to provide better satisfaction level to customers with their services byEasy Jet. Apart all such the aim and objective of research is as follows:1.To determine a systematic approach to satisfy customer.2.To identify which area is lacking with satisfaction of consumers.
3.How company can provide better services to customer so that they can become a longterm client of company.4.What type of innovation and creativity they can bring to attract customer prospect.5.What type of problem is being faced by client while travelling.6.Bringing measures to solve the problem faced by customers with industry.7.If any dissatisfaction is there of service with client then what impact it will be having oncompany.Therefore making research for such aim and objective help industry to take a proper stepfurther. Moreover, customer satisfaction level is the prime motto of company as firm stabilitydepends on level of satisfaction level they are receiving.1.2 Identify research question.Easy Jet is the company which looks forward to improve their service in better manner.Research is such which help firm to know that which thing is there that can be made effectiveand innovative in different criteria as well (Dumay, 2010). There are some question which aentity themselves sot that they can provide best and better services to customer in right contextare as follows:What are the factors which is providing dissatisfaction level in customers.Is really customer satisfaction is helping firm to earn more profits and makingthem to develop further more.To gather information as which services are there which can be innovated.How many people are there who cannot travel because of their low income andmaking a effective policy for them, which can attract them in easy manner.Is satisfaction level of customer is bringing pressure on firm to provide morebetter services to them.Normally, aviation is that industry which has to focus on customer satisfaction whichmake them to attract more customers in right aspect. Receiving solution to all such question toindustry, thus make them to provide more best quality service to customer. So that they canbecome existing consumer or client of company.1.3 Literature review.Literature review is an process of evaluating appropriate literature available for topic ofresearch. It is concerned with views of several authors, journals, articles etc. Customer
satisfaction refers to concept of measuring opinions and expectations of an buyer related withgoods or services delivered by an organisation. It is an result of several aspects related with anproduct such as quality, quantity, location in which purchase process will take place and price ofcommodity (Hesse-Biber, 2013). It is required to manage all the elements in such a manner thatit will result in happy customers. Delivery should be made on proper time in order to satisfyneeds and wants of people in effective manner. All the services must be convenient to providebetter experience to users.Effect of consumer satisfaction on profitability of companyAccording to (Lok, 2010) there are several positive effect of customer satisfaction onprofitability of an organisation . Happy buyers are backbone for success of business because itleads to brand loyalty, repeated purchase of goods and services and positive word of mouthpublicity. This report is about Easy jet which is an aviation company. Measuring customersatisfaction is very essential for understanding level of services delivered by this entity. It isrequired to identify deficiencies in performance of business so that these could be removed bytaking corrective actions. If this company will focus on these issues by making effectivestrategies for consumer satisfaction then it can increase its sales in long run. Along with that, itwill also assist in retaining existing clients and attracting new ones. It results in high consumerloyalty and improves profitability of firm.In the view point of (McNeill and et. al., 2012)consumer satisfaction is vital for Easy jetto attain competitive advantages in this industry. There are various companies involved in thisbusiness so, in order to have highest number of clients, this enterprise need to focus on managingits services in proper manner. This will help in providing better experience to travellers duringtheir journey. They will not switch with other companies if they get good quality services withthis organisation. In such sectors majority of revenue is generated from sales as it directly dealswith users. This will helpful in managing revenues from sales in long run. Therefore, it could besaid that happy and satisfied consumers are required to earn more profits from businessactivities. It is useful in accomplishing organisational goals in effective manner.
Importance of travellers satisfactionAccording to (Grunig, 2013)consumer satisfaction is an important term for marketer andbusiness as it assist in improving overall performance of company. As per survey, it has beenfound that, data related with satisfaction level of users helps in managing and monitoringbusiness operations in effective way. It is an essential factors that influences a buyer forrepurchase. If an client will be happy with first journey with Easy jet then , there are maximumchances that they will take services from this company in their next journey too. This is animportant aspect for making users loyal to this organisation so that they will not seek for otherservice providers.On contrary to this, in words of (Thomas, 2013)Consumer satisfaction in aviationindustry is required to achieve competitive advantages. It is effective strategy to ensure point ofdifferentiation in services. There is cut-throat rivalry in this sector, so it becomes important tomaintain certain USP's in order to attract more clients. Effectiveness in services results in happycustomers which is helpful in attracting other people to take travel services from Easy jet. It is animportant activity that assists in improving performance of operations in order to deliver efficientexperience to clients.In the view point of (Flick, 2015) travellers satisfaction is an essential aspect for raisinglifetime value of clients. This organisation can earn high revenues by holding highly satisfiedusers. It is an important term in ensuring consumer value for long time. This assists in retainingthese clients and happy users are always ready to spend money for getting better services.Chances of negative word of mouth could also reduced. An happy client also suggests others totake services from the service provider they are loyal with. This is helpful in publicity ofcompany without investing too much funds on advertisements and other promotional activities.Therefore, this company can avail several benefits by encouraging consumer satisfaction inadequate way.Reasons for dissatisfaction of travellersAccording to (Davies and Hughes, 2014) there are various causes which may lead todissatisfaction amongst consumers. It affects their behaviour towards services of organisation. Itresults in several negative practices of buyers that affects profitability and sales of an company.Unhappy consumers switches with other service providers from where they can get improved6
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