The Impact of Training Activities on Customer Satisfaction in Airline Firms

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
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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.
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 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.
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