Customer Centricity & Training Activities

This assignment focuses on the significance of customer centricity and employee training activities for businesses to enhance overall performance and retain loyal customers. It requires analyzing EasyJet's strategies in attracting customers through quality services, gift vouchers, discounts, economical costs, and corporate social responsibility (CSR). Additionally, it evaluates various training methods used by firms to educate employees and the necessity of organizing more training programs to satisfy customer needs and wants.

RESEARCH
PROJECT

Table of Contents
TITLE:.............................................................................................................................................1
CHAPTER 1....................................................................................................................................1
INTRODUCTION...........................................................................................................................1
1.1 Overview of research............................................................................................................1
1.2 Significance of research........................................................................................................1
1.3 Research aim.........................................................................................................................2
1.4 Research Objectives..............................................................................................................2
1.5 Research Question.................................................................................................................2
CHAPTER 2....................................................................................................................................3
LITERATURE REVIEW................................................................................................................3
2.1 Introduction...........................................................................................................................3
2.1 Effectiveness of organising training and development activities by easy Jet.......................3
2.2 Tools and techniques which are beneficial in achieving customers satisfaction..................3
2.3 Importance of training activities for achieving satisfied customers......................................5
2.4 Different ways by which firms can enhance their overall productivity thus achieving
competitive gains at market place...............................................................................................5
CHAPTER 3....................................................................................................................................7
RESEARCH METHODOLOGY.....................................................................................................7
3.1 Introduction...........................................................................................................................7
3.2 Types of investigation...........................................................................................................7
3.3 Research Design....................................................................................................................7
3.4 Research Philosophy.............................................................................................................8
3.5 Research Approach...............................................................................................................8
3.6 Data Sampling.......................................................................................................................8
3.7 Data Analysis........................................................................................................................8
3.8 Ethical Consideration............................................................................................................9
CHAPTER 4..................................................................................................................................10
DATA ANALYSIS........................................................................................................................10
CHAPTER 4..................................................................................................................................21

Recommendation & Conclusion....................................................................................................21
REFERENCES................................................................................................................................1

TITLE:
To evaluate various training and development necessity for employees in order to gain
customer loyalty and satisfaction in airline industry. A case study on easy Jet.
TASK 1
INTRODUCTION
1.1 Overview of research
Customers are the most important players for growth and success of overall industry. In this
modern world all the firms are focused on achieving competitive gains by satisfying their
potential customers as the products are manufactured according to their choices. Managers at
work place should develop plans in order to provide quality products to all their customers thus
retaining their loyalty for long time durations. Employees ta work place should have adequate
skill and knowledge by which they can serve all their customers thus gaining satisfied customers
who will not be buying products from other rivalries (Dolatabadi and et. al., 2014). There can be
various training sessions organised in order to make the workers familiar with the working so
they can serve the customers according to their requirements thus gaining competitive
advantages.
1.2 Significance of research
The present research is based on analysing satisfaction level of customers if firms are offering
them quality products. As there is increased in competition in every sector so firms are mainly
focusing on manufacturing goods according to need and wants of all their potential customers.
Easy jet are providing services to their customers all around the globe and they are organising
various development activities in order to make their workers perfect in overall business
activities. These firms are offering services to all customers at very economical prices and are
also focused on safety aspects of all their customers in order to develop strong images at market
places. In order to achieve competitive gains firms are maintaining good relations with all their
customers and this help them to maintain good positions at market places. Training is the most
important factor which helps employees to achieve effectiveness in their overall working. The
major responsibility of higher authorities are linked with providing effective training to all their
workers in order to achieve all their business goals and objectives and this is the most vital factor
which helps firms to establish strong images at market places (Al Dhaheri and Bilal, 2013).
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Thus it is analysed that the most important factor in order to achieve customer satisfaction is
related with offering them quality products thus retaining their loyalty aspects for long time.
1.3 Research aim and objectives
The main of the present research is related with evaluating various training and
development necessity for employees in order to gain customer loyalty and satisfaction in airline
industry. A case study on easy Jet. This is the most important part of research which is based on
analysing different tools by which customers can be easily satisfied thus firms can easily achieve
competitive gains at market places.
The main research objectives by which all the operations can be carried out in effective
and planned ways are described below as:
To analyse effectiveness of organising training and development activities by easy Jet?
To determine various tools and techniques which are beneficial in achieving customers
satisfaction.
To evaluate importance of training activities in order to gain satisfied customers?
To asset different ways by which firms can enhance their overall productivity thus
achieving competitive gains at market place?
Problem Statement
When conducting a research , investigator have to face many disputes and problems
which are unknown in nature. Rising of issues at anywhere and anytime, that's why it is
necessary for researcher for a back up plan for overcoming from the disputes and conflicts affect
a companies work. Researcher having a less duration of time and it became very difficult to
gather a proper information in a appropriate way. Activities of researcher consume lots of time
and it is most effective role for completing of work. It face a issue at a time when information
and data is collected through candidates.
1.4 Rational of the study
Considering of researcher find out the aim of research work or way they have to give
value to a parties who are relevant. Consider of research regarded as a nature value for a some
purpose. It is important for researcher for determining behind a rationale for organising a
specific work of research. The major focus of Easy jet are related with providing effective and
quality service products to all their customers in order to build strong images in customers mind
as this factor helps them to achieve competitive gains. The firms are having their services all
2

around the globe and this is the most important factor which helps them to achieve higher
profitability from their overall operations. The major business objectives of firms are linked with
providing effective services to all their customers in order to achieve their trust and loyalty.
1.5 Research Question
The major research questions are described below as:
11 What are the ways to analyse effectiveness of organising training and development
activities by easy Jet?11 How to analyse various tools and techniques which are beneficial in achieving customers
satisfaction.11 What is the importance of training activities in order to gain satisfied customers?11 How to analyse different ways by which firms can enhance their overall productivity thus
achieving competitive gains at market place?
3

CHAPTER 2
LITERATURE REVIEW
2.1 Introduction
This is the most important part of research as it helps in carrying out all the business
operations in right directions thus firms will gain competitive advantages. The researcher is
benefited by this operation as this process helps in carrying out detailed studies about the
different ways by which firms can easily retain loyal customers. The informations about research
is helpful for the research in order to gain effective outcomes for their operations which is related
with training and development activities in order to achieve satisfied customers.
2.1 Effectiveness of organising training and development activities by easy Jet
Training and development activities are important for every business in order to make all
their employees familiar with the working environment so they can achieve growth and success
in their overall business operations. In this modern age of competition firms are mostly focused
towards gaining competitive advantage by offering products to employees according to their
desired needs and wants. This is an important factor for easy jet by which they can enhance their
overall sales and profitability ratios thus gaining competitive advantages and also establishing
strong images at market places According to views of Chikazhe and et. al., (2017) it is analysed
that training are important activities which help workers to increase their present knowledge
level thus they can easily achieve set goals and objectives of firms in effective and planned ways.
Effectiveness of training activities are related with enhancing overall productivity of business as
employees are working by using their skill and capabilities. Easy Jet are mainly focused towards
offering quality services to all their potential customers in order to retain their loyalty thus
enhancing their overall sales and profitability ratios.
2.2 Tools and techniques which are beneficial in achieving customers satisfaction
According to views of Altinay, Paraskevas and Jang, (2015) it is analysed that measuring
customer satisfaction is the most effective way to do that is to communicate with your customers
directly and effectively using the feedback surveys of the customers. It is the biggest challenge of
an organisation to manage the customer satisfaction efficiently. When it comes to customers
business have no friend and no enemy. We have to win our customer into powerful brand
ambassadors. The methods to measure customers needs to be defined sophisticatedly to fulfil the
desired norms. These are the following methods to measure the customer satisfaction:
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DIRECT METHODS: Having a direct contact with the customers is getting a valuable
feedback which is very important for an organisation. Some of the points discussed below which
customers could be directly tabbed:
1) We can have a feedback of customers through the third party.
2) Feedback can be through the complaint and appreciation letter.
3) Having a face to face feedback.
4) Compiling of feedback to analyse the customer perception.
5) Direct customer feedback through surveys and questionnaires.
Feedbacks are taken by the company employers from the customers face to face interaction
with them. Their feedback needs to be in structured format so that conclusive results can be
easily fetched out. After the feedback taken it received with the organisation ad then they treated
as a best way to measure customer satisfaction. The other popular direct method is surprise
market visit through this information regarding different segments of products and services can
be provided to the customer could be found in efficient manner. It became easy to know the
weak and strong aspects of product and services.
INDIRECT METHOD : Getting a valuable feedbacks the supplier totally depends on the
customer due to which they looses options and chances to take corrective measure at a correct
time. Indirect feedback is where we don't know the customer directly we have a feedback in a
indirect way. Their are some of the following indirect methods for getting the feedback regarding
customer satisfaction :
Customer complaints: The problems and issues of the customers complaints are reported
by the customer to suppliers with regards to any specific product and services. If the complaints
are higher then the performance of the organisation is degrading in a specific segment. If the
complaints are diminish then the performance of an organisation is going smooth.
Customer loyalty: Interaction and making regular basis communication with the
customers increases the customer loyalty. Maintaining the customer loyalty index , suppliers can
indirectly measure customer satisfaction. They can judge a customer if he is purchasing and
revisit the supplier on a regular basis these loyal customers are the satisfied once and hence
bound with the relationship with the suppliers.
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Automatic online surveys : The online feedback forms are filled by the customers
indirectly way we collect the feedback of the customers. It is a way we can reach to the largest
audiences than in- person surveys.
2.3 Importance of training activities for achieving satisfied customers
According to the study of Barreda and Bilgihan, (2013) it has been evaluated that
training is an integral part of human resource development programme in all the organisation as
they have to satisfy their customer for that they have to trained their employees that how they
can satisfy the consumers. Training is the cornerstone of effective management because it makes
employees more productive and efficient as they work for their customers. The method of
production are standardised through training and the quality of output would be increased.
Training provides us the opportunities for the employees to learn an acquire skills to work within
the organisation. It also help results in low rate of labour turnover which means high consistency
of the organisations in retaining people for long period of time. Low labour turnover means high
organisational stability. Sometimes training results in increased morale of employees because
there is the reduction in the dissatisfaction at work. It reduces the complaints, absenteeism and
makes interest in work during the post-training period.
Training is particularly for the new hire employees in the organisation. Individual person
has some of their shortcomings and training helps employees iron them out. When in the training
the shortcomings and weaknesses are addressed it will definitely improve the performance of an
employee. Also goes on to increase your strengths and acquire new skills sets. A company that
invests in training generally tends to have satisfied customers. The activities has to be relevant to
the employees and one from which they can learn and take back something. A well trained
employees makes better and economical use of resources like materials, machines, and
equipments. With the help of training programme optimum utilization of resources results in
reduced cost on production and higher profits. Expanding and growing organisation wishes to
train the existing employees of the company so that they can place them at a higher positions in
the future.
2.4 Different ways by which firms can enhance their overall productivity thus achieving
competitive gains at market place
Employee productivity is a need to enhance and ensure it is a reality which no business
can ignore it. Managers and leaders can improve the employee productivity while saving their
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time. Performance increases by learning as learning increases a better quality of life it influence
our life in a positive way. We can have control for improving your reputation and performance at
workplace through that we can reach new skills level and professional development. Different
tools and techniques which are used by firms in order to enhance work performance are
evaluated below as:
Stop multitasking : Multitasking lowers IQ , lowers EQ (emotional intelligence) thinking
capacity of persons. As there are increased chances of mistakes while doing many task at a time.
That's why we have to focus on a particular task at a time.
Keep goals clear and focused : Your goals should be very clear to the employees so that
they can give you fully efficiency in their workplace if the goals are not clear you cant expect
employee to be efficient in their work because they don't have a focused goal to aim for.
Training and development : Training provided to the employees cannot develop
organisation too. Reducing training will saves your cost but this could ultimately backfire.
Employees have to use their extra skills to do their job this way it will helps are tasks complete
on time with full efficiency. It will also help in development of our organisation too.
Communicate effectively and efficiently : Communication play a very crucial role in the
organisation. Without the effectively communication at workplace you will find the difficulty in
achieving the organisational goals.
Avoid distractions : Focus is a fundamental quality of a productive people. Strive at a one
task before distraction towards the others tasks. Employees should practice for staying focused.
Person can be a great starter but we sometimes fall short on finishing. Generally when we start
something new whatever it is like – project , resolution of a year etc. it all end up adding it back
on your to-do-list.
Get a mentor/be a mentor : The skill of employees can be enhanced with the help of a
mentor. Mentor can stretch your thinking and self development ideas related to your unique
skills and talent. Mentorship can be achieved through experience by mentoring someone.
Through that you can facilitate the professional growth which will position you as an assets to
your firm.
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CHAPTER 3
1.4 RESEARCH METHODOLOGY
3.1 Introduction
Research can be define as a scientific and systematic search for getting an information on
an relevant topic. It also refers to a search for knowledge which is done through careful
investigation based on new facts. For conducting research on any topic, a research method is
used as a tool. Hence research methodology is a systematic way to search knowledge on any
topic, or it is a procedure by which a researcher gains a knowledge. The main aim of this method
is to give or make the work plan of research. It is mainly based on historical and current
information and may include interviews, surveys and other research technique, so methods use
by a researcher can vary with situation. The purpose of a researcher behind his research is to find
the solution of unanswered questions.
3.2 Types of investigation
Many types of information are required to find the truth behind a myth. These
information may vary in so different types. It can be qualitative and quantitative or even both.
Qualitative research involves the phenomena of quality which includes descriptive and non-
numerical type data. It is specially important in the behavioural factors of science whose main
aim is to research the underlying motives of human behaviour. Instead of that quantitative data
deals with data that can be described in terms of number or quantity. Other types of information
available are may be descriptive and analytical. Descriptive research includes the information
based on surveys and facts, on the other hand in analytical research, a researcher uses the
information which is already available to analyse.
3.3 Research Design
In research problem, research design is the set of methods used to collect and analyse the
measures of variables, that provides a framework to find answers of unsolved questions. It is
like a blue print of all activities used in investigating the final report, which includes the process
of collection, analysation, measuring and assembling the data. There are many ways to classify
the research design as experimental, non-experimental, confirmatory and exploratory research
design. The researcher can change the situation, condition or experience of participations in an
experimental design whereas the manipulation is not allowed under non-experimental research
design. In case of confirmatory, it tests a priori hypotheses and posteriori hypotheses is included
8

in the part of exploratory research. Hence the result in confirmatory research is more meaningful
and exploratory research is more useful in making new discoveries.
3.4 Research Philosophy
It defines the ways from which a data has collected, analysed and used. The major
research philosophies that have identified are positivism, interpretivism and pragmatism and
realism. The choice of these philosophies are impacted by practical implications. Positivism
describes from an objective point of view that reality is stable, whereas interpretivism is belief as
a non-positivism that contend through subjective interpretation in reality.
3.5 Research Method
Research method is used to carry out research project in an impressive manner so as to
get quality product. Mainly research approach is categorize into three parts that includes
deductive approach which means to create a developing hypothesis that is based on previous
existing theory. Inductive approach which involves observation which is concluded at the end of
the research. Abductive research approach that is concern with logical inference. This process
starts with observation and then search for the simplest way of explanation. But hypothesis is
classified in terms of deductive and inductive approach. They work on hypothesis, it this current
report project the means which will be used is deductive approach as it is qualitative in nature.
3.6 Data Sampling
Sampling is to collect information from a subset of any population. To find data sampling
two tools are required one is probabilistic and other is non-probabilistic sampling. Former is
taken from some random selection of population and there is a equal chance of being chosen
whereas in later one there is no possibility of getting selected. This sampling includes cluster
sampling, multistage sampling. Around 50 customers of a company is taken who are regular
buyer from that organisation in order to know about the drawbacks which can be fulfilled
according to their needs and requirement.
3.7 Data Analysis
Analysing a data is very crucial to make a report and it is also an essential tool for
research methodology. Based on gathered information and data mathematics analysis can be
made. Through data analysis multiple facts and diverse file can be concluded. Several types of
techniques are used in examining the information such as breaking problems into components so
that it is easy to evaluate, it is based on quantitative approach.
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3.8 Ethical Consideration
In every business ethical consideration is important so that company do not face any
problems regarding their work. It is very important for researcher to keep the data confidential so
as to create any complications with respect to company. It works at individual as well as societal
level. Ethical interest needs should be balanced so that autonomy of a person is not harmed.
Society governs and proportionate the laws and control things that can be revealed. Flexible
solutions can be figured out by balancing ethical consideration that is according to individual and
needs of the family and society. Therefore, it reflects a kind of society in which we live.0.
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TASK 2
CHAPTER 4
4.1 Introduction
This is an important part which is related with research study and it is helps the
researcher in order to collect effective data which are valuable for the overall research
operations. Data analysis are important factor which helps the researcher in achieving the best
and effective results so that overall research operations can be achieved in successful and
planned manner. The research questionnaire is evaluated below as:
4.2 Findings
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12

4.3 Data Analysis
Theme 1:
Q1 The training and development activities are valuable for firms in
order to enhance their overall business performances
Frequency
Agree 28
Disagree 2
Interpretation: As shown in the above pie chart 28 respondents agree that training and
development activities are valuable for firms in order to enhance the overall business
performance of the organisation and 2 respondents are disagree that the training and
development activities are not valuable for firms in order to enhance the overall performance of
the organisation. Therefore the frequency of the agree respondents are more than the disagree.
Hence we can say that the training programme is very important with in the organisation itself
according to the response given by the respondents as agree shows they want to develop skills
within their own.
13
Agree Disagree
0
5
10
15
20
25
30 28
2
Column B

Theme 2:
Q2 Training activities are useful in order to retaining loyal customers
who will enhance their overall sales and profitability ratios?
Frequency
Yes 22
No 8
Interpretation: As shown in the above pie chart that 22 respondents say yes to the
training activities are useful in order to retaining loyal customers who will enhance their overall
sales and profitability ratio and 8 respondents say no to the training activities are not useful in
order to retaining loyal customers who will enhance their overall sales and profitability ratios.
Hence it can say that the ratio of yes is more than the ratio of no so they can say that the training
activities are valuable for retaining the loyal customers for enhance the sales and profitability
ratio.
14
Yes No
0
5
10
15
20
25
22
8
Column D

Theme 3:
Q3 What are the major tools and techniques used by easy Jet in order to
attract customers thus enhancing their overall sales?
Frequency
Quality services 10
Gift vouchers & Discounts 5
Economical cost of services 9
CSR 6
Interpretation: As shown on the above graph 10 frequency on the quality services, 5
frequency on the gift vouchers and discounts, 9 frequency on the economical cost of services and
6 on the CSR. Hence it can say that the quality services tools and techniques are used by easy
jet in order to attract customers for enhancing their overall sales of the organisation because of
having a highest frequency in quality services and gift vouchers and discounts tools and
technique are having a lowest frequency they can say that this technique is not much valuable
than others.
15
Quality services
Gift vouchers & Discounts
Economical cost of services
CSR
0
2
4
6
8
10
12
10
5
9
6
Column D

Theme 4:
Q4 What are the training methods used by firms in order to provide
training to their workers?
Frequency
Off the job training 18
On the job training 12
Interpretation: As shown in the above pie chart that 18 respondents are agree for the off
the job training and 12 respondents are agree for the on the job training. Hence it can say that
the frequency of the off the job training is highest than the on the job training to the workers
within the firm. So it can say that the firm should provide or can say focus on off the job training
method for their worker working in the firm.
16
Off the job training On the job training
0
2
4
6
8
10
12
14
16
18
20
18
12
Column E

Theme 5:
Q5 Training activities are helpful for employees in order to achieve their
set goals and objectives
Frequency
Agree 25
Disagree 5
Interpretation: As shown on the above graph 25 of respondents agree that training
activities are helpful for employees in order to achieve their set goals and objectives and 5 of
respondents are disagree from the training activities are not helpful for employees in order to
achieve their set goals and objectives. Hence it can say that the training activities are helpful for
employees because of having the highest agreed respondents and the other 5 percent respondents
also have to convince for firms better performance and achieve the set goals and objectives.
17
Agree Disagree
0
5
10
15
20
25
30
25
5
Column E

Theme 6:
Q6 What are the most attractive factors of easy Jet for customers? Frequency
Value of goods and services 8
Quality products 12
Economical price 10
Interpretation: As shown on the above pie chart that 8 respondents are on the factor of
value of goods and services, 12 respondents are on the factor of quality products and 10
respondents are on the factor of economical price. Hence it can say that the quality products is
the most attractive factor of easy jet for customers because of having maximum numbers of
respondents on the quality products and value of goods and services is not that much attractive
factor of easy jet for customers because of having very low respondents.
18
Value of goods and services Quality products Economical price
0
2
4
6
8
10
12
14
8
12
10
Column D

Theme 7
Q7 What ranking would you give to the offered products and services of
easy Jet
Frequency
 Excellent 9
 Good 11
 Average 8
 Satisfactory 2
Interpretation: From the above graph it is analysed that 11 respondents gave good
ratings to the product and services offered by the easy jet, 9 respondents say excellent to the
product and services offered by the easy jet, 8 respondents say average product and services are
offered by the easy jet and 2 respondents as just satisfied with the product and services offered
by the easy jet. Hence they can say that there is a good product and services offered by the easy
jet because of having a maximum respondents.
19
Excellent Good Average Satisfactory
0
2
4
6
8
10
12
9
11
8
2
Column D

Theme 8:
Q8 Does there is necessity for firms in order to organise more training
for their employees in order to satisfy needs and wants of all customers?
Frequency
Agree 18
Disagree 12
Interpretation: As shown from the above graph there are 18 respondents who says that
there is a necessity for firms in order to organise more training for their employees in order to
satisfy needs and wants of all customers and 12 respondents say there is no necessity for firms in
order to organise more training for their employees in order to satisfy needs and wants of all
customers. Hence they can say that maximum respondents are agree with the necessity for firms
in order to organise more training for their employees in order to satisfy needs and wants of all
customers and make the disagree respondents agree for it.
20
Agree Disagree
0
2
4
6
8
10
12
14
16
18
20 18
12
Column D

Theme 9:
Q9 The services which are offered by easy jet provides satisfaction to
customers
Frequency
Yes 28
No 2
Interpretation: As shown on the above graph there are 28 respondents say yes to the
services which are offered by easy jet provides satisfaction to customers and 2 respondents
response says no to the services which are offered by easy jet provides satisfaction to customers.
Hence there is a maximum respondents say yes so the services which are offered by easy jet
provides satisfaction to customers. The rest 2 respondents say no so easy jet can improve for
satisfy there demands.
21
Yes No
0
5
10
15
20
25
30 28
2
Column D

4.4 Recommendation & Conclusion
From the above report it is analysed that Training provides opportunity to expand the
knowledge of all the employees which provide us to gain a satisfied customers. It helps in
addressing the weaknesses of the employee in the workplace skills through that we can overcome
the weaknesses and gain customer satisfaction. These development programmes helps to bring
all the employees at a higher level so they all have similar skills and knowledge. Through
training programmes it improves the employee performance and helps in gaining customer
satisfaction. With the help of development programme it make proper structure it makes a
consistence experiences and a background knowledge. Training helps to reduce the employee
turnover as they feel comfortable while doing their job as they are getting knowledge
accordingly through the development programmes with this it also gain the customers
satisfaction. Motivation also provides the job satisfaction and makes the employee to give their
full efficiency in their work. Quality of an employee performance leads to improved customer
satisfaction and service given to them. Company get different ideas to implement and they
experience different perspectives of business to execute the same task. It also increases the
employee satisfaction , confidence , and retention are build to develop their team of skilled
professionals with the organisation team and morale. Enhanced the customer experiences with
the training workshops and seminars have the potential to drastically change the behaviour of
CSRs which consequently will help them to deliver customer experiences. Offering better
customer service will lead to better growth of the organisation. Through the programme it also
increases the boost chances of loyalty of our customer services. These programme helps us in
reducing the errors and accidents within the organisation with proper structured of training and
developments programmes also we can provide proper on time services to our customers.
Recommendations:
Customers are the valuable for an organisation that's why it is necessary for an
organisation to take care of need of their consumers by implementing and formulating plans and
provide them good quality of products and services in order to maximise living standards of
consumers. The requirements and needs of consumers should be analysed by organisation in
order to retain existing employees and attracting the new customers within our organisation.
Providing the consumer a optimum satisfaction of the product and services will help the
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organisation to fight competition with their rivalry firms in efficient and effective manner. There
are many customers who are having their own taste thus products should be provided to them
according to their needs. An organisation should focus on the developing research and activities
that find out the actual needs of the customer and afterwards providing the demanded product
and services accordingly. Every organisation should maintain a good relationship with their loyal
consumers and provide them important and true information about the product and services used
by the consumers to maintain customers in our organisation. Organisation should conduct the
seminar and conferences so that workers and customers both can interact with each other for
maintaining good relationship. For achieving the organisation objectives, organisation have to
conduct the training programmes for their employees which help them to work with the company
environment with more efficient and effective manner which helps an organisation to grow and
probability factors. Events or surveys are some of the examples which should be organize by the
company to know the modern tends related to the needs of customers. Providing and making
changes in the product and services which helps our customers retain within our organisation. It
help in increasing the profitable conditions of the company.
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APPENDIX
Name............
Age...........
Date of Birth.................
Questions
Q1 The training and development activities are valuable for firms in
order to enhance their overall business performances
Frequency
Agree 28
Disagree 2
Q2 Training activities are useful in order to retaining loyal customers
who will enhance their overall sales and profitability ratios?
Frequency
Yes 22
No 8
Q3 What are the major tools and techniques used by easy Jet in order to
attract customers thus enhancing their overall sales?
Frequency
Quality services 10
Gift vouchers & Discounts 5
Economical cost of services 9
CSR 6
Q4 What are the training methods used by firms in order to provide
training to their workers?
Frequency
Off the job training 18
On the job training 12
Q5 Training activities are helpful for employees in order to achieve their
set goals and objectives
Frequency
Agree 25
4

Disagree 5
Q6 What are the most attractive factors of easy Jet for customers? Frequency
Value of goods and services 8
Quality products 12
Economical price 10
Q7 What ranking would you give to the offered products and services of
easy Jet
Frequency
 Excellent 9
 Good 11
 Average 8
 Satisfactory 2
Q8 Does there is necessity for firms in order to organise more training
for their employees in order to satisfy needs and wants of all customers?
Frequency
Agree 18
Disagree 12
Q9 The services which are offered by easy jet provides satisfaction to
customers
Frequency
Yes 28
No 2
Q10 Provide recommendation so that firms can make improvements in
their offered services thus retaining loyal customers.
5