Impact of Training and Development on Customer Satisfaction and Loyalty in Airline Industry

This presentation aims to identify the impact of training and development on customer satisfaction and loyalty in the airline industry, specifically focusing on EasyJet. It discusses the research objectives, data analysis, and findings, highlighting the essential components for customer satisfaction and the effectiveness of training programs. The conclusion emphasizes the importance of customer satisfaction for business growth and success.

Research Project
EasyJet Ltd.

CONTENT
• Title
• Introduction
• Data Analysis
• Data Interpretation
• Conclusion
• References

AIM OF PROJECT
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. 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.

Research Objectives
Research Objectives:
• 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.

DATA ANALYSIS
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. For this present research project data has to be measured
through preparing questionnaire that are related with research topic.

Theme 1: Training and development program has a huge impact on
organisational performance.
Q1) Does training and development program has a
huge impact on organisational performance?
Frequency
Strongly Agreements 25
Strongly Disagree 5
Strongly Agreements Strongly Disagree
0
5
10
15
20
25
25
5
Column B

Theme 2: Training is effective in generating
customers satisfaction in airline industry.
Q2) Does training is effective in generating
customers satisfaction in airline industry?
Frequency
 Yes 28
 No 2
Yes No
0
5
10
15
20
25
30 28
2
Column B

Theme 3: There are some essential components which are followed
by EasyJet for gaining attention of customers.
Q3) What are the essential components which are
followed by EasyJet for gaining attention of
customers?
Frequency
Low cost 12
Best Offers 10
High quality products 5
Suitable services 3
Low cost
Best Offers
High quality products
Suitable services
0
2
4
6
8
10
12
12
10
5
3
Column B

Theme 4: Different kind of training is provided by EasyJet to their
employee.
Q4) Which kind of training is provided by EasyJet to their
staff members? Frequency
On the job training 22
Off the job training 8
On the job training Off the job training
0
5
10
15
20
25 22
8
Column B

Theme 5: Large number of customers are very much satisfied with
the offered services of firm.
Q5) Are you satisfied with the offered services of
EasyJet ?
Frequency
Yes 27
No 3
Yes No
0
5
10
15
20
25
30 27
3
Column B

Them 6: So many essential components are there which are most
attractive thing of EasyJet.
Q6) Which is the most attractive thing in EasyJet? Frequency
Quality 13
Price 17
Quality Price
0
2
4
6
8
10
12
14
16
18
13
17
Column B

Theme 7: Customers give different rank to the offered services of
EasyJet.
Q7) Give rank to the services which are offered by
company in terms of money?
Frequency
Excellent 15
Good 10
Average 3
Poor 2
Excellent Good Average Poor
0
2
4
6
8
10
12
14
16 15
10
3
2
Column B

Theme 7: Customers give different rank to the offered services of
EasyJet.
Q7) Give rank to the services which are offered by
company in terms of money?
Frequency
Excellent 15
Good 10
Average 3
Poor 2
Excellent Good Average Poor
0
2
4
6
8
10
12
14
16 15
10
3
2
Column B

Theme 8: In some areas company need to provide training and
development program to their employees.
Q8) Do company need to provide more training and
development to their employees in order to generate
customers satisfaction?
Frequency
Needed 10
Not needed 20
Needed Not needed
0
2
4
6
8
10
12
14
16
18
20
10
20
Column B

CONCLUSION
From the above mentioned report, it has been concluded that customer
satisfaction level plays a vital role in growth and success of a business
organisation. The report is based upon to identify the ways of
improving employees' performance, in this perspective, managers of
Easy Jet have to organisation training and development programmes
and they also focus on measuring workers' performances so as to gain
better outcomes.

REFERENCES
Best, R., 2012. Market-based management. Pearson Higher Ed.
Conceição, S. C. and Altman, B. A., 2011. Training and development process
and organizational culture change. Organization Development Journal.
29(1). p.33.
Costen, W.M. and Salazar, J., 2011. The impact of training and development
on employee job satisfaction, loyalty, and intent to stay in the lodging
industry. Journal of Human Resources in Hospitality & Tourism. 10(3).
pp.273-284.

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