Employee Training and Customer Satisfaction

This assignment focuses on analyzing the relationship between employee training programs and customer satisfaction at Easy Jets, a fictional airline company. It presents a questionnaire with questions targeting both employees and customers regarding training effectiveness, service quality, and customer satisfaction. The analysis involves interpreting the responses to understand how training influences customer perceptions and overall satisfaction with Easy Jets' services.

Research Project

Table of Contents
TITLE: ............................................................................................................................................1
CHAPTER 1: ..................................................................................................................................1
INTRODUCTION...........................................................................................................................1
1.1 Over view of research...........................................................................................................1
1.2 Significance of research .......................................................................................................2
1.3 Research Aim........................................................................................................................2
1.4 Research Objectives..............................................................................................................2
1.5 Research Question.................................................................................................................3
CHAPTER 2: LITERATURE REVIEW ........................................................................................3
2.1 Introduction...........................................................................................................................3
2.1 The efficiency of training and development programmes on airline firms...........................4
2.2 The tools which are needed in order to gain customer satisfaction in Airline Firms...........5
2.3 The impact of training activities on Customer Satisfaction in Airline business...................5
2.4 The different methods by which Easy Jet can maximise their performances and earn
competitive gains........................................................................................................................6
CHAPTER 3:...................................................................................................................................6
RESEARCH METHODOLOGY....................................................................................................6
3.1 Type of investigation ............................................................................................................6
3.2 Research Design....................................................................................................................7
3.3 Research Philosophy.............................................................................................................7
3.4 Research Approach..............................................................................................................7
3.5 Data Sampling.......................................................................................................................7
3.6 Data collection method.........................................................................................................7
3.7 Ethical consideration.............................................................................................................8
CHAPTER 4: DATA ANALYSIS..................................................................................................8
CHAPTER 5: CONCLUSION AND RECOMMENDATION.....................................................18
5.1 Recommendations....................................................................................................................18
5.2 Conclusion...........................................................................................................................18
.......................................................................................................................................................19

REFERENCES................................................................................................................................1
APPENDIX .....................................................................................................................................3

TITLE:
To evaluate the need of training and development in order to attain consumer satisfaction
and loyalty in Airline Firm. A case study on Easy Jets.
CHAPTER 1:
INTRODUCTION
1.1 Over view of research
Customer Satisfaction are vital components for each business as they are valuable in
order to retain customers who will enhance their profitability ratios. There are plans developed
by firms which are helpful for them in order to provide value added and quality products to their
potential customers. Training and development activities are organised by business in order to
make workers familiar with the work environment so they will easily achieve all their targets in
desired time frames. These activities are beneficial for employees as they can easily execute their
working in right directions. Easy Jet are firms who are dealing in airline industry and they are
focusing on providing quality services in order to establish good images at market place. They
have expanded their overall business operations at national and international areas and covering
30 countries all around the globe. Easy Jet were developed by Sir Stelious Haji-loannou in 1995
and these are operating under private firm who belongs to the East group. This is one of the
company which is listed on London Exchange. There main aims are linked with offering
valuable services to all their clients in order to retain them thus enhancing their profitability
factors (Best, 2012). The HR department of firms are focused on recruiting talented employees
for their business operations who will serve their customers according to their needs and
demands. The main objectives of this report is to analyse and measure short haul airlines and
lower budgets of firms. The firms are mainly focused on using best tools and techniques so that
effective training can be provided to all their customers and they can easily serve all their clients.
If the customers are happy with the offered services of firms then is is beneficial for Easy Jest as
they can easily maximise their revenues and profitability factors and this in turn is valuable for
them in order to earn higher competitive gains. The factors that are linked with customer
satisfaction are also greatly affecting business operations as higher level of satisfaction results in
profit and low satisfaction results in losses for Easy Jets.
Significance of research
1

The research is carried out in order to analyse customer satisfaction by organising
training and development activities for employees by Easy Jets. The firms are having their
operations globally so they are mainly focused on offering high quality services to their
customers at economical prices while making comparison from their competitors. In order to
achieve attention of consumer various plans and policies have been adopted by firms in order to
provide them services according to their demands. Easy Jets have made their strong images at
market as they are ensuring safety and security of all their clients by offering them quality
products and services at less prices. They had made plans and strategies in order to recruit
talented employees who can easily fulfil demands of all their potential clients and retaining them
to use their services in future times (Conceição and Altman, 2011). The report is based on
analysing needs of training and development programmes in order to satisfy customers in Airline
industry.
1.2 Factors contributing to research project selection
This is the most important factor of the research work as it helps in executing all the
activities of research in right directions. The main aims of the research report is linked with
organising training and development activities for employees as it helps in achieving satisfied
customers who will be using their services thus enhancing their overall profitability ratios. Easy
have expanded their services all around the globe as they are earning high profits from their
business activities. The research questions are formulated in order to carry all the investigations
in effectual and planned ways thus attaining goals and objectives. Different types of
methodologies are used in order to collect data from both primary and secondary sources which
are beneficial for the research study.
The structures topic implies that the research questions are related with the models and
theories which can be applied in order to organise training and development activities thus
achieving satisfied customers.
The semi structured topics are linked with the objectives which are formulated for
research gaols and these are evaluated as:
 To analyse the efficiency of training and development programmes on airline firms.
 To identify the tools which are needed in order to gain customer satisfaction in Airline
Firms.
 To measure impact of training activities on Customer Satisfaction in Airline business.
2

 To evaluate different methods by which Easy Jet can maximise their performances and
earn competitive gains.
Scope and Importance
Training is vital for every business as they are making employees know how to carry out
their working and satisfy consumers by offering them goods according to their demands. Thus
firms should ensure to provide training to all their new employees so they can easily achieve all
their targets without facing any difficulties. Thus firms can easily attain high growth and success
in their overall business operations.
Access to primary data
The primary data is described as the first hand data which are collected for the first time
and for this purpose questionnaire are formulated in order to achieve business goals and
objectives.
1.3 Research Aim
The main of conducting research is related with “To evaluate the need of training and
development in order to attain consumer satisfaction and loyalty in Airline Firm”. A case study
on Easy Jets. This report will examine about impact of training activities in order to maximise
business performances thus gaining satisfied customers. It is the most vital part of research as the
overall working of activities of research are based on their aims and objectives in order to
successfully carry out their task.
1.4 Research Objectives
These are also important factors in research work as they are valuable in order to analyse
and measure the best outcome of the research work. Tools and techniques have been applied by
researcher in order to identify the right directions in which activities have to be carried out which
is valuable in order to gain attention of large unit of people. The main objectives are evaluated
below as:
 To analyse the efficiency of training and development programmes on airline firms.
 To identify the tools which are needed in order to gain customer satisfaction in Airline
Firms.
 To measure impact of training activities on Customer Satisfaction in Airline business.
3

 To evaluate different methods by which Easy Jet can maximise their performances and
earn competitive gains.
Research Resources Required
 What are the tools adopted by firms
in order to measure effectiveness of
training activities in Airline firms?
 How to measure and analyse
customers satisfaction at Easy Jest?
 What is the major impact of training
activities on gaining satisfied
customers?
 Different measures by which firms
can enhance their performances and
gain competitive advantages?
Computer
Internet
Books on Customer Satisfaction
Respondents
Google form
Microsoft Office (Word, Excel and
Powerpoint)
4

1.5 Appropriate action plan and procedures
In order to complete all investigation in an effective manner, researcher has develop plan
and strategies for achieving all aim and objectives in given time frame. For doing same, research
team person has follows some step those are explain below:
 Formulating aims and objectives : This is the first step of researcher project. In this,
researcher has set aim and objectives according to their investigation in order to run all
activities in an effective manner. This work are consuming around two days for
completion.
 Research methodologies : In this step, researcher select appropriate methodologies to
carry out whole research activities in right path. It will take approximately 2 days.
 Literature review : Gather necessary information form secondary sources like books,
journals, newspaper, internet etc. this will take around 2 days.
 Data collection : Collecting data by interviewing customers of Easy Jet. Thus assume
three days of completion.
 Data analysation : Researcher interpret available information to draw valid conclusion.
Which consume 3 days.
 Conclusion and Recommendation : Investigator provide some recommendation to
company and draw conclusion of whole research. It will take 2 days.
 Submission of final report : This is the final step, researcher submitted final report to
Easy Jet. It should take one day.
2.1 Research Question
This is one of the most essential components which are linked with research activities and
the main base for preparing these questions are the predetermined objectives. It is the
responsibilities of investigators to develop good questions which are related with study and
which can be easily measured. The research questions are evaluated below as:
 What are the tools adopted by firms in order to measure effectiveness of training
activities in Airline firms?
 How to measure and analyse customers satisfaction at Easy Jest?
 What is the major impact of training activities on gaining satisfied customers?
 Different measures by which firms can enhance their performances and gain competitive
advantages?
5

CHAPTER 2: LITERATURE REVIEW
Introduction
This is the main part of research work and they are playing vital role in order to execute
all the activities in right directions in order to achieve outputs in desired time frames. This is
mostly done by investigator in order to carry out in-depth working of research and enhancing the
abilities of learner to perform well in their operations. All the relevant informations have been
executed with the helps of using secondary source of data. This is the most beneficial part as it
helps in giving accurate information about all those factors which are involved in research. If the
reviews and views about research are effective then working will be executed in more effective
and planned ways. There had to be critical analysis done considering views of different authors
in relation to research work. The assistance can be taken from the past research work as they are
valuable in order to provide accurate informations by which research can be easily carried out in
right directions thus achieving success in their operations.
The efficiency of training and development programmes on airline firms.
Training and development are essential need of every business in order to make their
employees familiar with working envelopment and provide directions so they can easily carry
out their working operations thus generating more profitability and revenues for Easy Jets. It is
vital factor for firms in order to organise training programme for all their new and old workers in
order to maximise their performances and make employees execute their activities according to
the plans and policies. The nature of training is more effective and they are greatly affecting
performances of business. The British Firms easy jets are offering valuable services to all their
potential customers in order to enhance their profit ratios and retain loyal customers. There are
plans and strategies developed by firms in order to adopted changes in their operations according
to trends at market places so they can easily fulfil demands of customers. According to view
point of Costen and Salazar (2011) Training are most important part of business as they are
helpful in order to enhance present knowledge and skill of employees so they can easily carry out
their business operations thus enhancing their profitability ratios. There are various tools and
techniques used in order to measure the importance of training activities in enhancing work
performance and gaining satisfied customers are described as
Reaction: This tool is utilised in order to measure the skills and ability of persons so they
can adopt new learning programmes. This is the most vital and first step which are related with
6

identifying the ability of learners how he understand the training activities, the reaction of
employees while attending those sessions and the gaps which are analysed measures should be
adopted in order to fulfil them.
Learning: This factor is used in order to analyse the knowledge employees gained while
attending the training sessions. There should be effectual plans formulated which are beneficial
in order to measure the output of training programmes in effective ways. These training sessions
are valuable in order to give accurate informations about the working and all the tasks which are
executed at work places.
Behaviour: This factor is linked with how employees are using their knowledge which is
achieved by them when they attended training programmes. It is the sole responsibilities of
mangers in order to analyse behaviour of all their employees who are execute their working in
same business and they are cooperating with one another in order to perform their operations. It
is very truly said that attitudes of employees are always different from other employees and these
are related with their skills and abilities. Thus it is vital factor for firms in order to identify those
areas when training should be given to employees in order to make them achieve success in their
work.
The tools which are needed in order to gain customer satisfaction in Airline Firms
Customer satisfaction: This element is evaluated differently according to requirements at
business organisations. In relation to Airline firms it is linked with providing value added
services to all their clients, lower cost, comfort, and providing them goods according to their
demands.
Prioritise Customers: The consumers are the main part of firms and the requirement of
them are also different from the other persons thus their expectations are also different thus they
want products according to their demands. So firms should make plans in order to make their
systems centralised so that products can be easily supplied to their customers. According to the
suggestion of Daley, (2012). Each customers views are valuable for firms in order to know the
satisfaction which had received by the products which are offered by firms. Thus if customers
are satisfied then they will achieve valuable customers.
Giving a brand image: This factor can be achieved by firms if they are making attempt in
order to provide effective and value added services to all their potential customers. It is much
easily to spoil image of firms in second then making plans in order to enhance them but firms
7

should focus on delivering their best services to the clients so they will not believe in fake
information. As the customers are satisfied they will not switch to other business thus enhancing
profitability of firms.
Approachable Cost effective: In relation to service industry it is the responsibilities of
Managers in order to give importance to every customers and listen to their views. There can be
plans made to organise a panel where customers can solve all their difficulties.
Concentrate on Deliverables and quality experience: In the present age of competition the
main focus of firms should be on providing quality products to all their clients at low prices and
this helps firms to achieve all their long and short term business goals and objectives.
The impact of training activities on Customer Satisfaction in Airline business
From the view point of Fawad Latif, (2012). Training and development activities in order
to gain satisfied customers are the main elements in order to enhance efficiency and quality of
products which are offered to customers. There are various tools and techniques adopted by
firms in order to monitor and evaluate satisfaction level of all their potential customers by
organising training and development activities. In this modern world all the firms are focused on
taking help from customers care centres in order to enhance their quality aspects. All the persons
who are working are care centres are given training so they can easily understand demand of
customers.
The different methods by which Easy Jet can maximise their performances and earn competitive
gains
The various methods which are adopted by firms in order to enhance their current
performance and achievement of competitive gains are described as:
Planning: Firms should focus on developing plans and strategies which are useful in
order to offer products to consumers according to their thus gaining higher competitive
advantages. They are making plans in order to easily resolve the issues which are faced by
customers.
Research and development : These activities are valuable for firms in order to analyse the
current trends at market places and accordingly develop the products. Firms can easily adopt
advanced technologies in order to satisfy their customers by giving them products according to
demand.
8

Feedbacks :- These factors are useful fir firms in order to make them achieve growth and
success in their operations. Managers should consider views of all their clients and then make
plans in order to fulfil the gaps by making effective plans and strategies.
CHAPTER 3:
RESEARCH METHODOLOGY
3.1 Use of appropriate research evaluation technique for study
It is one of the most vital factors in order to carry out all the activities of business in right
directions by which firms can easily achieve all their goals and objectives. The major
components of this are described below as:
Research Design
It is described as the blue print which are used in order to manage all the activities of
research in effective and planned ways. The main part of this factor includes experimental,
descriptive and exploratory research designing. All these are essential in order to carry forward
research in right directions. In this research work qualitative design are involved as they are best
suitable for qualitative working. Thus true and effective informations can be easily gathered.
According to the views of researcher descriptive designs plays an important role in order to
execute all the research activities in right directions and this is the most vital factor which helps
in achieving objectives effectively. There are plans an policies formulated which are beneficial in
order to develop conclusions of the study which are beneficial for the research.
Type of investigation
This is an vital factor of research in order to make plans to execute activities in right
directions. Research can be quantitative and qualitative by nature. The qualitative research is
based on the amount of quality data gathered for research work and quantitative is based on the
amount of data collected for working. In the present research Qualitative data are used in order to
gather the accurate and vital informations which are useful in research activities.
Research Philosophy
This is the main part which are valuable in order to collect the accurate information by
analysing the views which are given by authors. There are two types of philosophy such as
positivism and interpretivism these are the most vital factors in order to execute working in
9

right direction. In this research Interpretivism have been used in order to gather correct and true
informations about the research.
Research Approach
This is the most vital part of research and includes two different approach which are
inductive and deductive. In this research inductive approach are used in order to easily reach at
the final conclusion as the data are based on qualitative aspects.
Data Sampling
This element is used in order to analyse the number of respondents from the overall
population. The effective tools should be used from probabilistic and non-probabilistic sampling.
Purposive which is component of probabilistic sampling is chosen for the research as they are
effective in giving right number of people among the population. In this report 30 respondents
are chosen who are currently working for Easy Jets and also similar 30 customer's who are often
using their offered services.
Data collection method
There are basically two types of techniques used for data collection in order to effectively
carry out research operations. These are primary and secondary sources so that accurate data can
be gathered which are useful for research activities. In this report information is collected from
both the secondary and primary sources as they are needs to collect proper informations in large
amount for executing business activities.
Ethical consideration
This factor is linked with making plans by which problems can be solved which are
arising in research activities. The investigator should not disclose the personal informations of
people and they should mainly work in order to achieve business goals and objectives. The main
obstacles at research is time and money as the research person is not given sufficient time in
order to gather most vital informations and they are not having sufficient amount of money in
order to execute their operations in right direction.
CHAPTER 4: DATA ANALYSIS
Data analysis are the most vital factors as they are helpful in order to measure the
importance of data which is collected by research person so they can easily achieve the desired
results which are useful for research. In this research questionnaire are prepared which are linked
with the research topic.
10

Data Analysis
QUESTIONNAIRE
For Employees
Q1) Were the training and development
programmes beneficial in order to enhance
business performances?
Frequency
 Strongly Agreements 28
 Strongly Disagree 2
Q2) Were training activities beneficial in
order to retain loyal customers in service
industry?
 Agree 25
 Disagree 5
Q3) What tools are used by firms in order to
attract customers who will increase their
sales?
 Economical Cost 10
 Quality Services 12
 Heavy discounts and offers 3
Customer oriented Services 5
Q4) What are the training methods adopted
by airline firms for their Workers?
Off the job training 10
On the job training 20
For Customers
Q5) Where the services offered by Easy Jets
11

Satisfactory?
Yes 25
NO 5
Q6) What features attempts you to avail the
services of Easy Jets?
Value Services 20
Quality Products 10
Q7) What Ranking will you give to products
and services which are offered by Service
Industry?
Excellent 10
Good 5
Average 10
Satisfactory 5
Q8) Does the firm need to give more training
to workers so they can achieve satisfied
customers?
Yes 25
No 5
Q9) What recommendations will you give for
making improvements in the services of Easy
Jets in order to satisfy customers.
Theme 1: Training and development programmes beneficial in order to enhance business
performances?
12

Interpretation: From the above graph it can be concluded that among the total 30 respondents
28 were agree that training activities are valuable in order to enhance business performances so
they can easily achieve all their targets and 3 were not in this favour.
13
Strongly Agreements Strongly Disagree
0
5
10
15
20
25
30 28
2
Column C

Theme 2: Training activities beneficial in order to retain loyal customers in service industry?
Interpretation: As per the above graphical representation it can be stated that 25 respondents
were agree with the fact that training were beneficial in order to retain loyal customers who will
maximise their profitability ratios thus growth and development of firms and 5 respondents were
not in favour of this factor.
14
Agree Disagree
0
5
10
15
20
25
25
5
Column C

Theme 3: Tools are used by firms in order to attract customers who will increase their sales?
Interpretation: From the above graph it can be stated that 12 respondents said that firms were
providing value and quality added services to all their potential clients, 10 said that the services
are provided at low prices. On the other hand 5 were in favour that services were according to
demands of customers and 3 said that Easy Jets were giving heavy discounts.
15
Economical Cost
Quality Services
Heavy discounts and offers
Customer oriented Services
0
2
4
6
8
10
12
10
12
3
5 Column C

Theme 4: Training methods adopted by airline firms for their Workers?
Interpretation: From the above graph it is represented that Easy Jets were mostly focusing on
providing On the job training to all their employees and 20 persons were in favour as the growth
and profitability of business are greatly enhanced and 10 were in favour of Off the job training
methods.
16
Off the job training On the job training
0
2
4
6
8
10
12
14
16
18
20
10
20
Column C

Interpretation:
Theme 5: Services offered by Easy Jets Satisfactory?
Interpretation: From the above graph it can be concluded that 25 respondents were in favour
that Easy were providing satisfactory services to all their potential customers in order to retain
them for long time at business organisations And 5 were not in favour of this factor.
17
Yes NO
0
5
10
15
20
25
25
5
Column D

Interpretation:
Theme 6: Features attempts you to avail the services of Easy Jets?
Interpretation: The above stated graph reflects that persons are mostly using the services which
are offered by Easy Jets as They are valuable according to need and demands of customers and
they are providing comfort to them according to their demands and 10 persons said that are
offering quality services with security of all travellers.
18
Value Services Quality Products
0
2
4
6
8
10
12
14
16
18
20
20
10
Column D

Interpretation:
Theme 7: Ranking will you give to products and services which are offered by Service
Industry?
Interpretation: From the above graph it is concluded that there were equal respondents as 10
who give excellent and average rating to the services offered by firms and 5 said firms were
offering good and satisfactory services to all their potential clients in order to achieve higher
growth.
19
Excellent Good Average Satisfactory
0
1
2
3
4
5
6
7
8
9
10
10
5
10
5
Column D

Interpretation:
Theme 8: Firm need to give more training to workers so they can achieve satisfied customers?
Interpretation: From the above graph it can be stated that 25 out of 30 respondents were in
favour that more training and development activities should be organised in order to gain
satisfied customers and 5 said that no more activities of training should be organised as workers
are familiar with the environment.
20
Yes No
0
5
10
15
20
25
25
5
Column C

CHAPTER 5: CONCLUSION AND RECOMMENDATION
5.1 Recommendations
If firms want to retain loyal and satisfied customers then Managers had to develop plans
in order to provide Quality products and services to all their potential customers. This is valuable
factors for business as they will gain competitive advantages at market places from other rivalry
business. There should be focus on developing research and development activities in order to
analyse needs of all customers and according they should make plans to manufacture products
which helps in retaining loyal customers. In order to achieve loyalty factors there can be focus on
establishing good and healthy relations with all the customers and provide them valuable
informations. Easy Jets have to conduct seminars and workers in order to make effective
interaction with all their potential buyers who will enhance their sales and profitability ratios.
There should be training activities organised for employees in order to make them familiar with
working environment thus they can easily achieve growth and profitability factors. There should
be proper analysing of trends which are evolving at market places and Easy Jets should provide
their services accordingly in order to gain satisfied customers thus their profitability index will
be maximised.
5.2 Conclusion
From the above report it can be concluded that firms are playing an essential role in order
to achieve loyal customers who can easily enhance their current sales and profitability index.
This is an important factor by which firms can easily achieve success in their operations thus
achievement of all business goals and objectives. Various tools are identified in order to improve
the performance of workers so they can easily achieve productivity at work places. Training and
development acts are valuable in order to make employees familiar with the working
environment and they can execute them on the right path in order to achieve success in their
business operations. With the help of training programmes employees can work according to the
plans and achieve all their assigned targets in desired time frames. There are tools and techniques
used by firms in order to develop healthy relations with all their potential customers and
retaining them for long time at market places. Mangers are organising research and online
surveys in order to take feedback from customers and fulfil the gap that are arising so that
business can easily achieve growth and success in their operations. The activities related with
21

training helps in enhancing current skill and knowledge of employees so that can work with their
advanced skills and capabilities in order to achieve all their set goals and targets.
22

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88682

APPENDIX
QUESTIONNAIRE
Name:
Age:
Gender:
E-Mail:
QUESTIONNAIRE
For Employees
Q1) Were the training and development
programmes beneficial in order to enhance
business performances?
Frequency
 Strongly Agreements 28
 Strongly Disagree 2
Q2) Were training activities beneficial in
order to retain loyal customers in service
industry?
 Agree 25
 Disagree 5
Q3) What tools are used by firms in order to
attract customers who will increase their
sales?
 Economical Cost 10
 Quality Services 12
 Heavy discounts and offers 3
Customer oriented Services 5
Q4) What are the training methods adopted
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by airline firms for their Workers?
Off the job training 10
On the job training 20
For Customers
Q5) Where the services offered by Easy Jets
Satisfactory?
Yes 25
NO 5
Q6) What features attempts you to avail the
services of Easy Jets?
Value Services 20
Quality Products 10
Q7) What Ranking will you give to products
and services which are offered by Service
Industry?
Excellent 10
Good 5
Average 10
Satisfactory 5
Q8) Does the firm need to give more training
to workers so they can achieve satisfied
customers?
Yes 25
No 5
Q9) What recommendations will you give for
making improvements in the services of Easy
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