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.
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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
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 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.
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