Training and Development of Employees for Customer Satisfaction in Airline Industry

Added on - 21 Jul 2020

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RESEARCHPROJECT
Table of ContentsTITLE:.............................................................................................................................................1CHAPTER 1....................................................................................................................................1INTRODUCTION...........................................................................................................................11.1 Overview of research............................................................................................................11.2 Significance of research........................................................................................................11.3 Research aim.........................................................................................................................21.4 Research Objectives..............................................................................................................21.5 Research Question.................................................................................................................2CHAPTER 2....................................................................................................................................3LITERATURE REVIEW................................................................................................................32.1 Introduction...........................................................................................................................32.1 Effectiveness of organising training and development activities by easy Jet.......................32.2 Tools and techniques which are beneficial in achieving customers satisfaction..................32.3 Importance of training activities for achieving satisfied customers......................................52.4 Different ways by which firms can enhance their overall productivity thus achievingcompetitive gains at market place...............................................................................................5CHAPTER 3....................................................................................................................................7RESEARCH METHODOLOGY.....................................................................................................73.1 Introduction...........................................................................................................................73.2 Types of investigation...........................................................................................................73.3 Research Design....................................................................................................................73.4 Research Philosophy.............................................................................................................83.5 Research Approach...............................................................................................................83.6 Data Sampling.......................................................................................................................83.7 Data Analysis........................................................................................................................83.8 Ethical Consideration............................................................................................................9CHAPTER 4..................................................................................................................................10DATA ANALYSIS........................................................................................................................10CHAPTER 4..................................................................................................................................21
Recommendation & Conclusion....................................................................................................21REFERENCES................................................................................................................................1
TITLE:To evaluate various training and development necessity for employees in order to gaincustomer loyalty and satisfaction in airline industry. A case study on easy Jet.TASK 1INTRODUCTION1.1 Overview of researchCustomers are the most important players for growth and success of overall industry. In thismodern world all the firms are focused on achieving competitive gains by satisfying theirpotential customers as the products are manufactured according to their choices. Managers atwork place should develop plans in order to provide quality products to all their customers thusretaining their loyalty for long time durations. Employees ta work place should have adequateskill and knowledge by which they can serve all their customers thus gaining satisfied customerswho will not be buying products from other rivalries (Dolatabadi and et. al., 2014). There can bevarious training sessions organised in order to make the workers familiar with the working sothey can serve the customers according to their requirements thus gaining competitiveadvantages.1.2 Significance of researchThe present research is based on analysing satisfaction level of customers if firms are offeringthem quality products. As there is increased in competition in every sector so firms are mainlyfocusing 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 organisingvarious development activities in order to make their workers perfect in overall businessactivities. These firms are offering services to all customers at very economical prices and arealso focused on safety aspects of all their customers in order to develop strong images at marketplaces. In order to achieve competitive gains firms are maintaining good relations with all theircustomers and this help them to maintain good positions at market places. Training is the mostimportant factor which helps employees to achieve effectiveness in their overall working. Themajor responsibility of higher authorities are linked with providing effective training to all theirworkers in order to achieve all their business goals and objectives and this is the most vital factorwhich helps firms to establish strong images at market places (Al Dhaheri and Bilal, 2013).1
Thus it is analysed that the most important factor in order to achieve customer satisfaction isrelated with offering them quality products thus retaining their loyalty aspects for long time.1.3 Research aim and objectivesThe main of the present research is related with evaluating various training anddevelopment necessity for employees in order to gain customer loyalty and satisfaction in airlineindustry. A case study on easy Jet. This is the most important part of research which is based onanalysing different tools by which customers can be easily satisfied thus firms can easily achievecompetitive gains at market places.The main research objectives by which all the operations can be carried out in effectiveand 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 customerssatisfaction.To evaluate importance of training activities in order to gain satisfied customers?To asset different ways by which firms can enhance their overall productivity thusachieving competitive gains at market place?Problem StatementWhen conducting a research , investigator have to face many disputes and problemswhich are unknown in nature. Rising of issues at anywhere and anytime, that's why it isnecessary for researcher for a back up plan for overcoming from the disputes and conflicts affecta companies work. Researcher having a less duration of time and it became very difficult togather a proper information in a appropriate way. Activities of researcher consume lots of timeand it is most effective role for completing of work. It face a issue at a time when informationand data is collected through candidates.1.4 Rational of the studyConsidering of researcher find out the aim of research work or way they have to givevalue to a parties who are relevant. Consider of research regarded as a nature value for a somepurpose. It is important for researcher for determining behind a rationale for organising aspecific work of research. The major focus of Easy jet are related with providing effective andquality service products to all their customers in order to build strong images in customers mindas this factor helps them to achieve competitive gains. The firms are having their services all2
around the globe and this is the most important factor which helps them to achieve higherprofitability from their overall operations. The major business objectives of firms are linked withproviding effective services to all their customers in order to achieve their trust and loyalty.1.5 Research QuestionThe major research questions are described below as:11What are the ways to analyse effectiveness of organising training and developmentactivities by easy Jet?11How to analyse various tools and techniques which are beneficial in achieving customerssatisfaction.11What is the importance of training activities in order to gain satisfied customers?11How to analyse different ways by which firms can enhance their overall productivity thusachieving competitive gains at market place?3
CHAPTER 2LITERATURE REVIEW2.1 IntroductionThis is the most important part of research as it helps in carrying out all the businessoperations in right directions thus firms will gain competitive advantages. The researcher isbenefited by this operation as this process helps in carrying out detailed studies about thedifferent ways by which firms can easily retain loyal customers. The informations about researchis helpful for the research in order to gain effective outcomes for their operations which is relatedwith training and development activities in order to achieve satisfied customers.2.1 Effectiveness of organising training and development activities by easy JetTraining and development activities are important for every business in order to make alltheir employees familiar with the working environment so they can achieve growth and successin their overall business operations. In this modern age of competition firms are mostly focusedtowards gaining competitive advantage by offering products to employees according to theirdesired needs and wants. This is an important factor for easy jet by which they can enhance theiroverall sales and profitability ratios thus gaining competitive advantages and also establishingstrong images at market places According to views ofChikazhe and et. al., (2017) it is analysedthat training are important activities which help workers to increase their present knowledgelevel 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 asemployees are working by using their skill and capabilities. Easy Jet are mainly focused towardsoffering quality services to all their potential customers in order to retain their loyalty thusenhancing their overall sales and profitability ratios.2.2 Tools and techniques which are beneficial in achieving customers satisfactionAccording to views ofAltinay, Paraskevas and Jang, (2015)it is analysed that measuringcustomer satisfaction is the most effective way to do that is to communicate with your customersdirectly and effectively using the feedback surveys of the customers. It is the biggest challenge ofan organisation to manage the customer satisfaction efficiently. When it comes to customersbusiness have no friend and no enemy. We have to win our customer into powerful brandambassadors. The methods to measure customers needs to be defined sophisticatedly to fulfil thedesired norms. These are the following methods to measure the customer satisfaction:4
DIRECT METHODS: Having a direct contact with the customers is getting a valuablefeedback which is very important for an organisation. Some of the points discussed below whichcustomers 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 interactionwith them. Their feedback needs to be in structured format so that conclusive results can beeasily fetched out. After the feedback taken it received with the organisation ad then they treatedas a best way to measure customer satisfaction. The other popular direct method is surprisemarket visit through this information regarding different segments of products and services canbe provided to the customer could be found in efficient manner. It became easy to know theweak and strong aspects of product and services.INDIRECT METHOD: Getting a valuable feedbacks the supplier totally depends on thecustomer due to which they looses options and chances to take corrective measure at a correcttime. Indirect feedback is where we don't know the customer directly we have a feedback in aindirect way. Their are some of the following indirect methods for getting the feedback regardingcustomer satisfaction :Customer complaints: The problems and issues of the customers complaints are reportedby the customer to suppliers with regards to any specific product and services. If the complaintsare higher then the performance of the organisation is degrading in a specific segment. If thecomplaints are diminish then the performance of an organisation is going smooth.Customer loyalty: Interaction and making regular basis communication with thecustomers increases the customer loyalty. Maintaining the customer loyalty index , suppliers canindirectly measure customer satisfaction. They can judge a customer if he is purchasing andrevisit the supplier on a regular basis these loyal customers are the satisfied once and hencebound with the relationship with the suppliers.5
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