RESEARCH PROJECT ON CUSTOMER SATISFACTION IN EASYJET

RESEARCH PROJECT

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................2
1.1 Formulate and record possible research project outline specifications.................................2
1.2 Identify the factors that contribute to the process of research project selection....................3
1.3 Undertake critical review of key references about ‘customer satisfaction’ and ‘influential
factors on customer satisfaction’.................................................................................................4
1.4 Write a brief entitled ‘Research Project Proposal: An investigation into student satisfaction
with easyJet or Ryanair’..............................................................................................................5
1.5 Provide an appropriate plan and procedures for the agreed research specification...............7
TASK 2............................................................................................................................................8
2.1. Match resources efficiently to the research question or hypothesis.....................................8
2.2 Undertake the proposed research investigation in accordance with the agreed specification
and procedures.............................................................................................................................9
2.3 Record and collate required data. Record the collected data from participants in the form
of a table that shows responses briefly........................................................................................9
TASK 3..........................................................................................................................................12
3.1. Use appropriate ‘research evaluation techniques’..............................................................12
3.2 Interpret and analyse the results in terms of the original research specification.................12
3.3 Make recommendations and justify areas for further consideration customer satisfaction in
easyJet or Ryanair......................................................................................................................22
TASK 4..........................................................................................................................................24
4.1. Use an agreed format and appropriate media to present the outcomes of the research to an
audience at easyJet.....................................................................................................................24
CONCLUSION..............................................................................................................................25
REFERENCES..............................................................................................................................26

Appendix........................................................................................................................................29

LIST OF TABLES
Table 1: Timeframe.........................................................................................................................7
Table 2: Rate as per collecting primary data.................................................................................11
Table 3: record of primary data.....................................................................................................11
Table 4: Formative evaluation.......................................................................................................12
Table 5: Gender wise participation................................................................................................13
Table 6: Age wise respondents......................................................................................................13
Table 7: Nature of travelling..........................................................................................................15
Table 8: Customers of easy jet.......................................................................................................16
Table 9: Travelling purpose...........................................................................................................17
Table 10: Rates with experience of easyjet...................................................................................18
Table 11: Customers of easy jet.....................................................................................................18
Table 12: Travel experience of respondents..................................................................................19
Table 13: Experience with easy jet................................................................................................20
Table 14: Reference to other customers........................................................................................21
Table 15: Questionnaire.................................................................................................................29

LIST OF FIGURES
Figure 1: Questions of Customer satisfaction survey....................................................................10
Figure 2: Gender wise participation of respondents......................................................................13
Figure 3: Participation according to age........................................................................................14
Figure 4: When respondents travel................................................................................................15
Figure 5: Respondents familiar with services................................................................................16
Figure 6: Reasons for travel...........................................................................................................17
Figure 7: Satisfaction of respondents with travel..........................................................................19
Figure 8: Effective services of easyjet...........................................................................................20
Figure 9: Customer satisfaction.....................................................................................................21
Figure 10: Views of respondents...................................................................................................22

INTRODUCTION
Customer Satisfaction is defined as the marketing process in order to fulfill the needs of
customers by delivering the quality products and services (Blut et.al.2015). In this report,
analysis of customer satisfaction will be explained in the research project. The analysis is
conducted in order to gain the competitive advantage in the market as well as for the growth and
development of the organization. The report will present the detailed study of data analysis and
recommendations. Various measures are studied in order to collect the correct data for the
research to maintain the cost levels by increasing the number of customers. The researcher will
follow various sample techniques for the study of population. The researcher also considers the
factors that contribute to the process of research project selection and undertakes the critical view
of customer satisfaction. The report also focuses on research implementation and, planning and
evaluation of the outcomes of research.
1

TASK 1
1.1 Formulate and record possible research project outline specifications
Title or topic
The research project focuses on analysing the Customer Satisfaction of easyJet.
Brief Introduction
Customer Satisfaction is one of the most important factors necessary for the development and
growth of any organisation and therefore the topic chosen above will be explained in this
research project. The purpose of discussing this topic is to maintain the competiveness of airline
industry in the market by overcoming the challenges faced by the industries in meeting customer
satisfaction. It also focuses on the role of an employee in delivering efficient customer services
(Hunter and Lambert, 2016). The study will focus on data analysis and recommendations as well
as on objectives and structures of appropriate topics necessary for its growth and development.
Research question or hypothesis
Investigator made various efforts while undergoing the research in order to thoroughly
understand the topic chosen:
 What is the level of customer satisfaction followed by easyJet?
 What is the impact of customer satisfaction in the growth of easyJet?
 How does easyJet communicate in order to maintain customer relation and loyalty?
 What is the role of an employee in meeting the customer satisfaction in easyJet?
Aim and objectives
The most important aim or objective of this research focuses on how the easyJet fulfils the need
of customer satisfaction in order to expand its business.
Objective
2

 For the growth and development of an organisation, an easyJet provides detailed
guideline for the implementation and improvisation of customer services.
 Analysis of rise in customer satisfaction respective with airline industry focusing on
easyJet
 Investigating the literature related to customer satisfaction
 Focuses on maintaining the quality of the services in accordance with prices charged by
the customers (Shaw, 2016)
1.2 Identify the factors that contribute to the process of research project selection
The process of research project selection is based on the rationale of the research that includes
library, descriptive as well as experimental research (Sekaran and Bougie, 2016). The research
project will include discussion on literature review as well as detailed research methodology. It
will also focus on introduction that include research rationale in addition with aims and
objectives as well as findings and analysis that supports in accomplishing the research in an easy
way.
The research focuses on approaches in fulfilling the objectives and aims as well as it shows the
analysis of separate customer service department. In order to maintain the long term relation with
the customers, an easyJet motivate it employees (ABUBAKAR and DOGOJI, 2015). Therefore
it is necessary to recruit professionals and organise training sessions on the regular basis.
It is important for an easyJet to maintain relation with the customers including trustworthy
customers, regular customer as well as irregular customers. An easyJet must implement effective
sales strategies by concentrating on the customers. Therefore, it is necessary to attract more and
more customers for the growth and development of its business.
The scope and significance of customer satisfaction in easyJet are as follows:
 The customers are base of any organisation and therefore the customer satisfaction is the
most important factor for the growth of easyJet.
 If the organisation fails to fulfil the needs of the customers, then the growth of the
business suffers a lot.
 Consumer satisfaction is based on consumer comparison between performance and
expectation.
3

 Retention of old customers is cost effective for the easyJet.
 Complaint management plays a vital role in the process of customer satisfaction by retain
dissatisfied customers (Ford, e.al. 2015).
 Recurring business helps an easyJet to support revenue submission.
 The increase in customer’s lifetime value will lead to the business expansion.
1.3 Undertake critical review of key references about ‘customer satisfaction’ and ‘influential
factors on customer satisfaction’
The review will include both primary and secondary information from books, journals and web
articles on the customer satisfaction in airline industries. The secondary sources comprises of
peer review that provides an investigator with better understanding. It also focuses on the
importance, scope and challenges in implementing the customer satisfaction.
Customer satisfaction
Satisfaction is defined as the fulfilment of expectation and needs of what is needed or desired
Suki, (2014).
Customer satisfaction is referred to as a marketing term that measures how products and services
are delivered by an organisation in order to meet customer needs Ford et.al.(2015). Customer
satisfaction is important for the sustainable growth in the business.
EasyJet focuses on finding the needs and requirements of the customers. Customer satisfaction
is a complex concept and involves factors such as quality of the product and services are
provided to the customers. According to the study, the researcher analyses the following
 Customer satisfaction includes the quality of products and services
 It includes time issues such as on time delivery
 Attentiveness and helpfulness
 Customer focused culture that enables to treat the customer on priority
 Personalisation maximises the customer retention Wittman and Belobaba, (2017)
 Price sensitivity
4

According to Qureshi et.al (2017), Kano Model explains the customer requirements and
customer satisfaction which is proportional to the extent to which the product or service is fully
functional. It explains the satisfaction of basic need, performance needs and excitement needs of
a customer. Kano model also helps in identifying the requirements needed for the satisfaction of
customers. It also proposes the existence or performance of attributes and customers satisfaction.
Therefore, in brief it can be said that if the fulfilment levels are not fulfilled then it relatively
lowers the satisfaction.
Importance of customer satisfaction especially with reference to Airline industry (Low Cost
Carriers-LCC)
According to Lee and Worthington, (2014), the study identifies the services in the low cost
carriers. A low-cost carrier is also known as a no-frills, discount or budget carrier or airlines that
generally don’t provide many traditional passenger services. In this the author focuses on
evaluating the factors that influences the service quality in LCC Rezaei et.a (2014). Customer
Satisfaction has become very important factor in the business growth especially in the airline
industry. Due to the increase in competitive pressures, high levels of services are provided by the
easyJet. It is necessary for an airline to understand the customer needs in order to fulfil the needs
of customers. In order to increase the customer satisfaction and customer loyalty in low cost
carriers, it is necessary to review the service strategies. EasyJet offers the online marketing that
is needed to gain a better understanding of the relationship between satisfaction and behavioural
intention of customers.
1.4 Write a brief entitled ‘Research Project Proposal: An investigation into student satisfaction
with easyJet or Ryanair’.
It research methodology in which the researcher conduct the study of consumer satisfaction
(Sekaran and Bougie, 2016). In this study, efficiency of services as well as the service
environment also influences the customer satisfaction of service quality. An approaches of the
employee resulted is good relation with customer satisfaction on service quality.
Research Type
There are mainly two types of research strategies (Qualitative and Quantitative) that supports in
making the connection between the theory and the research. Qualitative Research is uses
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unstructured or semi structured techniques. The examples of qualitative research include group
discussions, observations and individual interviews. Quantitative research refers to numerical
data that can be transformed into the useful data. Its data collection techniques includes
telephone interviews, longitudinal studies, online surveys, paper surveys, face-to-face interviews,
website interceptors, online polls, and systematic observations.
Study of population and sampling including sample size
A sample is a collection of a data in such a way that it represents the total population. In this
technique, various views and opinions are collected and the best sample is identified. Sample
size enables the results to match with the entire population as well as it supports in understanding
the topic in detail with highlighting the main aspects to be researched. The study focuses on
customer satisfaction of an easyJet. In this study, the researcher has considered 25 respondents
students as sample size in order to retrieve the accurate survey result. The research supports in
understanding the customer satisfaction and its need in context with easyJet.
Data collection approach
The research gives an accurate result if the correct data collection method and instrument is used.
There are mainly two types of data collection i.e. primary data and secondary data. Instruments
used for the collection of data are Questionnaire, Mail, Interview and Telephone, Mobile Phone
and Facsimile. The primary data will be monitored for the improvements in easyJet to develop
the strong theory base in respect of the topic taken.
Primary data: Primary data are directly related to the issue or problem which the researcher
collects through various methods like interviews, surveys, questionnaires etc. The degree of
accurateness is high in primary data as it is original and relevant
Secondary data: This data is not related to the research and therefore it doesn’t gives accurate
results as primary data gives. The secondary data is available in electronic forms.
Data analysis methods
Data analysis is the process of collecting and organising raw data to make analysis and is based
on quantitative and qualitative research strategy. The quantitative data analysis is done on the
6

basis of numbers and used for measuring the structures as well as for validating the data
collection. The qualitative data analysis is based on understanding and interpreting the social
interactions. In the current study, the investigator uses quantitative research strategy in collecting
the information from primary source of data collection for easyJet.
Ethical considerations
Ethical consideration is one of the most important parts of the research. In order to conduct
research in a correct way, research should collect all the information as per the ethics of the
analysis. The highest level of objectivity and analysis should be maintained throughout the
research. The use of offensive and unacceptable language must be avoided as well as no
misleading information should be included (Valavanis and Vachtsevanos, 2015).
1.5 Provide an appropriate plan and procedures for the agreed research specification
Table 1: Timeframe
Activities/
Schedule
Week 1 Week 2 Week 3 Week 4 Week 6 Week 6
Development of
Research project
Introduction
Literature
Review
Detailed
Research
methodology
Interpretation of
data analysis
Recommendation
and conclusions
7

TASK 2
2.1. Match resources efficiently to the research question or hypothesis.
a) Resource required carrying out research
The research questions are mainly based on analysing the transparency of policies that will
provide effective customer satisfaction in easyjet. However, in order to carry out research
students will take active participation along with financial resources are helpful for budget
allocation and physical resources are also required such as computers, internet, etc. However,
resources are needed to be matched efficiently to meet with suitable research aims and objectives
(Robson and McCartan, 2016). In addition, proper use of tools and techniques will help to carry
out suitable evaluation out of the research project. Analysis of the research will be based on
using suitable measurement instruments and suitable equipments to deliver outcomes of the
research.
b) What is the relationship between ‘research resources’ and the ‘research question or
hypothesis’?
Their need to be effective relationships between resources required and research hypothesis
means carrying out research based on designed research questions. The research project needs
support of students that will help to analyse the views of the respondents. In addition offering
questionnaire to the students will help to analyse about the satisfaction of travelling with easy jet
and also deeper understanding of the topic (Bryman and Bell, 2015). Moreover, financial
resources are considered to complete the entire research with suitable budget and optimum
utilisation of resources. In addition, time is also one of the important factors that are needed to be
conducted in effective manner to drive suitable outcomes out of the research.
The research conducted lot of time and actions regarding following the appropriate procedure of
the research that include description and time taken to conduct various activities (Ary et.al.
2018). In addition, questionnaire has been distributed to 25 students in that 15 students are from
course of tourism and 10 are from business course. This will help to analyse the satisfaction of
students with airline sector and especially on the case study of Easyjet.
8

2.2 Undertake the proposed research investigation in accordance with the agreed specification
and procedures
According to the desired specification hypothesis is performed that customers are satisfied with
the services of easyjet. The hypothesis statement will suggest that results of the analysed data
will be based on satisfied level of customers and also services provided by Easyjet. However, in
order to carry out the research questionnaire is one of the effective tools that will help to review
about the views of the respondents (Patten, 2016).
Questionnaire is one of the documented formats that are printed on the paper that contain several
questions that will be distributed to students on random basis. In addition, primary sources are
used for collection of data that will help researcher to evaluate about finding opinion of the
people and what people think about services of the easyjet. It questionnaire is prepared on the
basis of analysing customer satisfaction in easyjet and also giving suitable suggestions to
improve the effective quality of services offered to the customers (Veal, 2017). It will help to
analyse the views of the respondents and also will help in data collection. The question chosen
are open ended that will help students to convey thoughts in detailed manner and are expecting
straightforward answers from students about sharing their experience.
2.3 Record and collate required data. Record the collected data from participants in the form of a
table that shows responses briefly.
Data collection has been done with the help of both primary and secondary data but main focus
is based on collecting data with the help of questionnaire mainly offered to the students. In
addition, both the sources will help to draw suitable outcomes of the research.
Primary data:
Primary data collection is the information collected by the researcher with the help of
questionnaire, customer satisfaction survey suitable sample size and setting suitable number of
questions talking about suitable problem of the situations. It is one of the effective data that can
help to collect fresh and quality data to complete the research project (Sekaran and Bougie,
2016). It is one of the raw forms of data that can be collected for quality completion of research
9

project. This data is not used in past but drawing analysis will help this information to take
actions regarding bringing improvement in the business.
Secondary data:
It is the second hand collection of data that has helped researcher to understand the concept of
the topic it did not remain raw with the researcher. It is collected with the help of internet, books,
journals, newspapers and also through research papers and files (Johnston, 2017). It helps
researcher to gather information about true facts and information regarding on suitable date and
time things occur and that can be used in performing future research.
Figure 1: Questions of Customer satisfaction survey
(Source: Customer satisfaction survey, 2017)
10

Data collected from primary data is recorded below with agreed participation of the respondents.
Below is the record of data. This data is collected with the help of students about gaining
experienced from the experience of travelling with easyjet regarding customer satisfaction.
Table 2: Rate as per collecting primary data
a Highly agree
b Agree
c Neutral
d Disagree
e Highly disagree
Table 3: record of primary data
1 2 3 4 5 6 7 8 9 1
0
1
1
1
2
1
3
1
4
1
4
1
6
1
7
1
8
1
9
2
0
2
1
2
2
2
3
2
4
2
5
Questi
on 1
a b a a a d a e c a a a a a c a a c e a a b b a a
Questi
on 2
a a a a a a a b b b a a b c a a a a a a a a c a a
Questi
on 3
a b a a b a a a a c d a a a a a b a b a c a a a a
Questi
on 4
a a b a c d a e a a a b a a c a a b a c d e a a a
Questi
on 5
b a b a c d e a a a a c a a b c d e a a a a c b a
Questi
on 6
d c d d d d e a b c e a a c b a a c d e b c e a b
Questi
on 7
a a a a a a c d e a c a a e a a c d e a c a d a b
Questi
on 9
b a a a a c d e f e a a a a a b c d e a d c a c c
11

TASK 3
3.1. Use appropriate ‘research evaluation techniques’
For evaluating proper analysis of the research, it is necessary to have the choice of proper
evaluation of techniques. This will help researcher to evaluate actual success and failure of the
research project. Evaluation of the research is mainly based on meeting with aims and objectives
of the research (Veal, 2017). There are mainly two of the evaluation techniques that include
analysing the reliability and validity of the research outcomes. Formative techniques include
regular monitoring and execution of the process followed in research. Summative techniques
include analysing the actual results of the project by comparing it with the expected
performance. However, evaluation of research project evaluation technique is used to analyse
and present outcome of the project.
Table 4: Formative evaluation
Practical Clarificative Interactive Monitoring
When Prior to project
completion
Enhancing
outcome of project
Project
implementation
Implementation of
project
Why In order to analyse
the actual review
of customer
satisfaction in
airline industry
Recommending
suitable changes in
business
Project designing Meeting with aims
and objectives of
the research
Example Literature review,
Stakeholder
analysis, problem
solution, making
recommendation
Logics associated
with the project
Semi structured
interview, project
diary
Budget planning,
Gantt chart,
Questionnaire and
observation.
3.2 Interpret and analyse the results in terms of the original research specification
1. Gender
 Female
 Male
12

Table 5: Gender wise participation
Female 10
Male 15
Total 25
40%
60%
Participation of students
Female
Male
Figure 2: Gender wise participation of respondents
Based on analysis of above graph, students are chosen based on sampling method and 60% male
has been participated and 40% of female has taken active participation. Some of the students are
from tourism course and some are from business course. It is necessary to take participation of
both male and female respondents as both opinion matters in different perspective.
2. Age of participants
 Under 20
 20-30
 31-40
Table 6: Age wise respondents
13

Under 20 15
20-30 7
31-40 3
Total 25
60%
28%
12%
Age wise participation
Under 20
20-30
31-40
Figure 3: Participation according to age
The above graph conveys that students are of different age and mainly three categories are set to
collect the data. It can be said that 60% people are below 20, 28% fall in category of 20-30 and
12% fall in category of 31-40. With human nature and with age, different people have different
experience regarding facilities of easyjet that will help to analyse their needs with airline based
on their ages.
3. What is you nature regarding travelling within a year?
 Frequently
 Within 6 months
 More than year
 Do not travel
14

Table 7: Nature of travelling
Frequently 10
Within 6 months 8
More than year 6
Do not travel 1
Total 25
40%
32%
24%
4%
Nature of travelling
Frequently
Within 6 months
More than year
Do not travel
Figure 4: When respondents travel
However, it can be analyse that majority of people travel frequently and within 6 years that can
interpret that they are much familiar with the airline services. 40% travel frequently and 32% in
six months and 24% in year and least with 4% do not like travelling. However, with rise in
population and income people are much more connected to travel and trying to spend mostly on
travel for different purposes.
4. Are you acknowledge with the services of Easyjet?
 Yes
 No
15

Table 8: Customers of easy jet
Yes 18
No 7
Total 25
72%
28%
Easyjet customers
Yes
No
Figure 5: Respondents familiar with services
The above graph concludes that 28% of people are not familiar and 72% of respondents are
familiar with the services of easyjet. Easyjet is one of the leading organisations that is specialised
with its brand image that gives an idea that people are very familiar with opinion regarding
services matter with every individual.
5. What is the preference of travelling to other places through Easyjet?
 Business
 Leisure
 Enjoyment
 Education
16

Table 9: Travelling purpose
Business 10
luxury 10
Enjoyment 5
Education 5
Total 25
36%
36%
18%
11%
Why respondents travel
Business
luxury
Enjoyment
Education
Figure 6: Reasons for travel
It can be analysed that respondents travel with the keen interest mainly to business and gaining
luxury experience. There are different people that have different opinion of travelling. But 72%
of people are with support to think that travel is mainly either for expansion of business or to
have luxury experience at another place. On other hand, other 18% and 10% respondents travel
just for enjoyment or for education purposes.
6. Rate the services of easyjet within category of 1 to 5 as per your experience.
 Customer services
 Booking system
17

 Quality in services
 Behaviour of staff
 All the above
Table 10: Rates with experience of easyjet
Services Frequency rating
Customer services 3
Booking system 4.5
Quality in services with prices 5
Behaviour of staff 3.5
All the above 4
Based on the answers of the respondents, prices are considered as one of the important factor that
matches with the mission statement of the Easyjet. Based on overall rating mostly customers are
satisfied with the travel experience with the easy jet and people are happy with the pricing
strategy of Easyjet that clarifies that easy jet need to frame more and more strategies for
enhancing customer services as they interact with millions of customers.
7. Are you satisfied with the overall services of Easyjet?
 Yes
 No
Table 11: Customers of easy jet
Yes 20
No 5
Total 25
18

80%
20%
Satisfaction of customers
Yes
No
Figure 7: Satisfaction of respondents with travel
As per the analysis of the research, 80% customers are satisfied and 20% are dissatisfied.
However satisfaction is mainly due to increase in quality of services and other pricing strategy of
easyjet and on the other hand dissatisfaction might be due to inaccuracy in the services of airline.
8. What attracted you towards taking travel experience from Easyjet?
 Pricing
 Services
 Safety
 Accuracy in flight timings
 Convenience in travel
Table 12: Travel experience of respondents
Pricing 10
Services 3
Safety 4
Accuracy in flight timings 5
Convenience in travel 3
19

Total 25
40%
12%
16%
20%
12%
Services of easyjet
Pricing
Services
Safety
Accuracy in flight timings
Convenience in travel
Figure 8: Effective services of easyjet
The above graph analyse that majority of people are attracted towards pricing strategy of the
easyjet. In addition, 20% of the people are attracted towards accuracy of the flight timing that
adds to experience of customer satisfaction.
9. What is your experience regarding services provided by staff?
 Excellent
 Satisfactory
 Fair
 Poor
Table 13: Experience with easy jet
Excellent 10
Satisfactory 8
Fair 5
20

Poor 2
Total 25
40%
32%
20%
8%
Satisfaction of customers
Excellent
Satisfactory
Fair
Poor
Figure 9: Customer satisfaction
However, from the above graph it can be analysed that 40% people are on the scale of gaining
Excellency services in easyjet that provide a positive sign for business to gain competitive
advantage in the market. It can also be considered that 20% people expect more improvement in
services that is needed to be protected with time. However, it will be helpful for business to plan
more strategies and promote business to different countries.
10. Will you recommend your friends and relatives for travelling to easyjet?
 Yes
 Maybe
 Never
Table 14: Reference to other customers
Yes 15
21

Maybe 7
Never 3
Total 25
60%
28%
12%
Respondents recommendation
Yes
Maybe
Never
Figure 10: Views of respondents
With reference to above analysis, it can be analysed that 60% people with huge satisfaction agree
to recommend their friends and relatives regarding gaining service experience of Easyjet.
Moreover, 28% are not sure to recommend that might think that people should also refer to other
services and 12% are dissatisfied that will not recommend at all. However, it is necessary for
Easyjet to find improvement in products and services and need to focus on customer satisfaction
for gaining advantage in competitive market.
3.3 Make recommendations and justify areas for further consideration customer satisfaction in
easyJet or Ryanair
However, in order to avoid the increasing number of customer satisfaction easyjet need to
improve proper planning of strategies. However, some of the recommendation regarding
increasing level of satisfaction includes:
22

 Setting suitable price policy that will offer wide range of services to customers by
expansion of customer base. However, Easyjet can also attract each section of the society
for attracting people of medium class.
 In addition, easyjet could merge with support of domestic airlines that will help to
improve the density of customers and also for maintaining sustainability in the business.
 Easyjet can also use social media for promotion of products and services and also
providing comfort and convenience regarding discounts and products offers on tickets of
flights (Dey, 2015)
 Proper guideline can be provided to customers regarding giving instruction about
completion the checking procedures and reaching to flight. Moreover, customer
feedbacks can be taken regularly to analyse about taking actions regarding improving
customer satisfaction within the business (Hussain et.al. 2015).
 Moreover, easyjet can try to improve the relationships with the customers to provide
compensation regarding delayed flight, providing information about appropriate packages
and also training could be provided to increase performance of employees and increasing
productivity of organisation.
23

TASK 4
4.1. Use an agreed format and appropriate media to present the outcomes of the research to an
audience at easyJet
24
Customer satisfaction in Easyjet
Level of customer satisfaction in
easyjet
Easyjet is one of the leading airline
businesses that is specialised with
offering lower cost products and
services to customers. Customer
satisfaction is the overall experience of
customers with services offered by
business (Ford et.al. 2015). The
investigation suggests that it is planning
effective strategies with improving the
services of travelling and enhancing
Growth in Customer with years
80%
20%
Customer Satisfied
with services of easyjet
Yes No
Conclusion: The graph suggests that 80% people are
highly satisfied with the travel services of easyjet and it is
moderate with meeting effective level of satisfaction of
customer. In addition, other 20% are needed to be
identified and strategies need to be planned to improve
growth and level of customer satisfaction.

CONCLUSION
Based on the analysis of the report, it can be concluded that along with the development in the
airline industry, it is important to focus on customer satisfaction or the business growth. The data
collected would reflect the quality of services delivered to its customers for the overall
satisfaction. The report states the use of strategies for improving the services of the easyJet. An
increase in customer satisfaction will lead to increase in the revenue generation of the easyJet.
The report also concludes that different techniques drive the effective outcomes of the research.
Social media and technologies are also enhanced in the above report for effectiveness of the
business.
Various techniques such as data analysis, sampling along with the ethical considerations are
explained in the report for evaluating the effective results of the research. Key qualities of
products and services regarding the customer satisfaction are analysed in the above research. The
report also focussed on research evaluation techniques. On the basis of all the above discussions,
it is being concluded that customer satisfaction has a great impact on the growth of easyJet. The
findings also help to conclude that improved customer services will help an easyJet to sustain
loyalty to its existing customers.
25

REFERENCES
Books and Journals
ABUBAKAR, S.G. and DOGOJI, B.A., 2015. An Investigation Into The Management Of
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Appendix
Table 15: Questionnaire
Name:
Date:
Course:
1. Gender
 Female
 Male
2. Age of participants
 Under 20
 20-30
 31-40
3. What is you nature regarding travelling within a year?
 Frequently
 Within 6 months
 More than year
 Do not travel
4. Have you experienced the services of Easyjet?
 Yes
 No
5. What is the preference of travelling to other places through Easyjet?
 Business
 Leisure
 Enjoyment
 Education
6. Rate the services of easyjet within category of 1 to 5 as per your experience.
 Customer services
 Booking system
 Quality in services
29

 Behaviour of staff
 All the above
7. Are you satisfied with the overall services of Easyjet?
 Yes
 NO
8. What attracted you towards taking travel experience from Easyjet?
 Pricing
 Services
 Safety
 Accuracy in flight timings
 Convenience in travel
9. What is your experience regarding services provided by staff?
 Excellent
 Satisfactory
 Fair
 Poor
10. Will you recommend your friends and relatives for travelling to easyjet?
 Sometimes
 Not really
 Not sure
 Never
11. Suggest best about Easyjet customer services?
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12. Suggest some improvement for improving customer satisfaction in easyjet?
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30