Impact of Training and Development on Customer Satisfaction in Airline Industry

RESEARCH
PROJECT

Table of Contents
TITLE: ............................................................................................................................................1
INTRODUCTION ..........................................................................................................................1
TASK 1 ...........................................................................................................................................1
1.1 Research Project outline Specification..................................................................................1
1.2 Factors that contribute to the process of research project selection......................................3
1.3 Critical review about customers satisfaction and influential factor on customer
satisfaction...................................................................................................................................3
1.4 Research project specification...............................................................................................6
1.5 A plan and procedure for the agreed research specification ................................................7
TASK 2 ..........................................................................................................................................7
2.1 Efficient Resource to the research question .........................................................................7
2.2 Proposed research investigation in accordance with specification and procedure................8
2.3 Record and collate relevant data which is appropriate..........................................................8
TASK 3 .........................................................................................................................................11
3.1 Use of suitable research evaluation method for examination.............................................11
3.2 Analysis and interpret results for determining original specifications ...............................13
3.3 Conclusion and recommendation for further area of research ...........................................21
TASK 4 .........................................................................................................................................21
Covered in Poster. ....................................................................................................................21
REFERENCES..............................................................................................................................22
APPENDIX ...................................................................................................................................24

TITLE:
To identify the impact of training and development on customers satisfaction and
loyalty in airline industry. A Case study on EasyJet.
INTRODUCTION
Customers satisfaction is the most essential component in each business firm, this can
also considered as the fundamental duty of any business firm. Each business organisation put
various efforts in order to providing satisfaction to their customers through offering high quality
goods and services. Business firms are focused on providing training program to their new and
existing employees for developing their skills and ability to perform any job or task. Effective
training session helps in providing a significant direction to their each employee in order to
perform in most efficient manner (Best, 2012). EasyJet is the British airline company, which
operating under low cost model and deals in high quality products and services in very least cost.
It mainly operates in international and domestic scheduled services on over various 820 routes in
more than 30 different countries. The Sir Stelious Haji-loannou established EasyJet in the year of
1995 as a private limited company, which is owned by East Group. This company is listed on
London stock exchange. The basic purpose of firm is to provide most satisfactory services to
their customers who are willing to taking advantage of offered services of firm. They are mainly
focused on hiring well educated and skilled people in their firm just to rendering goods and
services to their potential buyers as per their demand and need. The major aim of this report is to
measure the low budget, short-haul airline EasyJet.
TASK 1
1.1 Research Project outline Specification
Overview of the Research
Customers satisfaction is the major key of gaining high range of profit and revenue at
market place, because there is a huge competition available at market place, so each business
firm are focused on attaining high competitive advantage at market place in respect of providing
high competition to their competitors. Customers satisfaction may also influence the
performance of firm, high customers satisfaction may cause profit and low satisfaction cause loss
for company. Company is concern on adopting various innovative tools and techniques in order
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to conducting most effective training and development program to their employees who are more
reliable for offering services or convince customers in very wide range.
Research Aim
The major aim of present study is “To identify the impact of training and development on
customers satisfaction and loyalty in airline industry”. A Case study on EasyJet. The present
research is based on measuring the impact of training on enhancing performance of company
which may cause customers satisfaction. Research aim is the most essetial part of research
because whole work of project is based on research aim and work has to be done according to the
requirement of research aim.
Research Objectives
Research objective plays effective role in research work and this can be considered as the
important tool for measuring best outcome or result of research report (Costen and Salazar,
2011). This helps in providing a significant direction to research through implementing various
tools and techniques in respect of providing most suitable strategies which is important for
attracting large number of customers. Some objectives are describes as under:
 To measure the effectiveness of training and development in airline industry.
 To ascertain the component that are useful for customers satisfaction in airline industry.
 To evaluate the impact of training and development on customers satisfaction in EasyJet.
 To recommended various ways through which EasyJet can enhance their performance for
providing customers satisfaction.
Research Question
This can be described as the most essential element of research work, research questions
are prepared on the basis of research objectives. It is the fundamental duty of researcher is to
create relevant questions in order to measuring the basic elements that are interlinked with
research topic. Some research questions are described as follows:
 what are the approaches through which effectiveness of training can be measured in
airline industry?
 What are the essential component that are useful for customer satisfaction in EasyJet?
 What is the impact of training and development on customers satisfaction?
What are the major ways through which EastJet can enhance their performance?
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1.2 Factors that contribute to the process of research project selection
This section of research includes various factors that plays vast role in carry out the
research in right direction, in which some factors are associated as below: Introduction: This consist to be an initial stage of research project, in which all essential
elements are done in appropriate manner. Introduction helps in providing a brief about
the whole work that are conducted in the research work. Literature Review: This can be considered as the most important part of research work,
this plays most effective role in carry out the research activities in a right direction, so
that proper outcome can be achieved in well planned manner. This is applied by
researcher in order to conduct an effective or in-depth research work in respect of
enhancing the learning ability of learner. In this data and information has to be collected
through secondary sources. Research Methodology: This is the most effective part of research project which helps in
carry out the whole research work in right direction, so that effective result has to be
evaluated. In this part research is able to identify various manner in which research can
be conduct in an efficient manner. In order to draw a valid conclusion research use
various tools and techniques that are suitable with research topic (Grossman and Salas,
2011). It is the major responsibility of research is to select some major tools and
techniques to carry out whole work in significant direction. Research data analysis: This is an another essential chapter of research project which is
effective in providing a significant direction to the researcher to moving forward towards
right direction. Data analysis is the most essential part of research work and helps in
providing support and direction to measuring the data and information which are gathered
by researcher in order to gaining proper result and outcome.
 Recommendation and Conclusion: This is the final stage of research which helps in
providing a overview about the research which. This section of research consist to
examine the whole report in respect to analysing the final result and outcome.
Recommendation also considered as an effective element that helps in improving the
areas in which it is required for researcher to make changes.
1.3 Critical review about customers satisfaction and influential factor on customer satisfaction.
Introduction
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This part of research work is helpful in giving a proper and detailed information about the
terms which are involve in the particular research work. With the help of effective review
researcher is able to conduct whole work in most efficient direction (Daley, 2012). In this critical
evaluation has to be done through viewpoints of various authors and writers. In this part past
research that are related with research topic are very much effective in providing appropriate data
and information in respect of moving forward, the whole research activities in proper direction.
The effectiveness of training and development program in airline industry.
Training and development is the basic requirement of each business organisation in order
to provide a signifiant direction to their employees who are working for generating more profit
and revenue for company. It is essential for airline industry is to provide effective training
program to their new as well as existing employees in order to enhancing their performance and
ability to perform each task and duty. Training is most effective in nature which has a huge
impact on organisational performance. As a British multinational airline company EasyJet is
concerned on providing high profile training to their staff people In order to give them proper
idea and knowledge about the changes that are arises at market place and customers choices. As
per the opinion of Evie Pham, 2017, training is the most important for each business firm for
improving the skills ad knowledge of each individual who are putting their significant efforts in
developing the working ability of firm. There are so many approaches which are helpful in
measuring the effectiveness of employee training, some are describes as under:
Reaction: This part helps in measuring the ability of learners to learn on training session. This is
the first information through which learner can understand how well the training was gained,
how employees react on it and measuring any kind of gap which are required to improved in
gaining profit and growth.
Learning: This level of evaluation measures the skills and ability of learner which are gained
through the training program. It is necessary for firm to make some effective planing in advance ,
so that the effectiveness of training can be measured in efficient manner. The training section is
helps in providing proper and relevant information about the work and activities that are held at
work place.
Behaviour : In this part how employees use their skills which are learned by them through
training process can effectively measured. It is the major responsibility of manager or higher
authority is to identify the behaviours of each individual who are working in similar business
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