Impact of Customer Satisfaction on Performance of Corporation: A Case Study on Easy Jet

RESEARCH PROJECT

Table of Contents
TASK 1 - INTRODUCTION...........................................................................................................1
1.1 Background of research.........................................................................................................1
1.2 Aims and objectives of research ..........................................................................................1
1.3 Research questions................................................................................................................2
1.4 Significance of research........................................................................................................2
1.5 Scope of research..................................................................................................................2
1.6 Appropriate schedule for agreed research.............................................................................2
TASK 2 – LITERATURE REVIEW...............................................................................................4
2.1 Introduction...........................................................................................................................4
2.2 Impact of travellers' satisfaction on performance of corporation.........................................4
2.3 Benefits of customer contentment.........................................................................................4
2.4 Factors that leads to consumer dissatisfaction......................................................................6
TASK 3 – RESEARCH METHODOLOGY ..................................................................................7
3.1 Type of investigation.............................................................................................................7
3.2 Research design.....................................................................................................................8
3.3 Research approaches.............................................................................................................8
3.4 Data sampling........................................................................................................................8
3.5 Ethical consideration.............................................................................................................8
3.6 Limitations............................................................................................................................9
TASK 4 – DATA ANALYSIS........................................................................................................9
4.1 Introduction...........................................................................................................................9
4.2 Data interpretation with graphs and charts..........................................................................10
TASK 5 – CONCLUSION & RECOMMENDATION.................................................................16
5.1 Conclusion...........................................................................................................................16

5.2 Recommendation.................................................................................................................16
TASK 6- REFERENCES...............................................................................................................17

TITLE :-
“ To identify the impact of customer satisfaction on performance of corporation : A
case study on Easy Jet”
TASK 1 - INTRODUCTION
1.1 Background of research
Through this section of investigation programme, learners get aware about the actual
reason of conducting this research by interpreting the overview of selected organisation. The
main motive is to show the effects of customer gratification on the performance of EasyJet and
how it helps in increasing their turnover per year. In addition to this, this also highlights some of
the relevant questions which may arises during conducting this research. EasyJet is a British
airline enterprise that is operating under low – cost carrier model. It was founded in the year of
1995 and are now operating domestic as well as global scheduled services on over 820 routes in
around more than 30 nations. Its headquarter is situated at London Luton Airport and consisting
of approx 11,655 workers in the year of 2017 (Mosahab, Mahamad and Ramayah, 2010). Its net
income was approx £325 million in 2017. in this project, aims and objectives are designed which
shows the actual need of carrying this research. In addition to this, scope of this investigation is
also described which gives an idea to the learner that how this project is proved to be useful in
their professional life and also in future.
Besides this Project management plan is designed before starting the investigation such as time
taken by each event, costing occurred, risk management, etc.
1.2 Aims and objectives of research
Main target of this assignment is to “determine or evaluate the impact of customer
satisfaction on the performance of
venture : A case study on Easy Jet”. Besides this some of objectives of this research project is
stated below :
 To study about the customer satisfaction
 To study about Easy Jet airlines and its services
 To examine the effect of customer contentment on the successfulness of EasyJet.
 To identify the level of customer satisfaction of travellers of firm.
 To evaluate benefits of customer satisfaction in context to Easy Jet airways.
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 Determine those factors which are responsible for customer dissatisfaction.
 To provide solutions to the venture for improving their services.
1.3 Research questions
Some of the questions of this research project is mentioned below :
 What is the impact of customer gratification on the performance of corporation ?
 Does increased level of satisfaction helps in increasing turn over of Easy Jet ?
 What are the factors that leads to consumer dissatisfaction ?
1.4 Significance of research
Research project is very important as this provides deep and intense knowledge to the
learners about the topic or theme of the project. The present investigation is made on the basis of
impact of customer satisfaction on the overall performance of Easy Jet. This shows how
company can increase their brand image as well as earn more income by full – filling the
demands of their users. On the other hand, this also highlights the reason client dissatisfaction
and the solution to this problem.
1.5 Scope of research
This research project is having broad range of scope as numerous of measures get
evaluated from this. Satisfaction level of customer effects on the performance of Easy Jet in
different manner. But this impact on the fact that whether it is influencing positively or
negatively. By the increment in satisfaction level of users there are favourable changes examined
within their complete performance (Santouridis and Trivellas, 2010). On the contrary, decrement
in this level affects adversely on company as negative effects are noted down in context with
given organisation.
1.6 Appropriate schedule for agreed research
The appropriate schedules is followed for the purpose of carrying out this research for
Easy Jet airlines : Designing aims and objectives : The first step is to formulate realistic aims and
objectives based on the topic of this report. Researcher would take around 5 days for
designing this. It is important to keep focus on making relevant aims and objectives as
whole research depends on this and carried on in accordance to this.
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 Preparation of primary data source : In this portion, interviews of students is taken and
after that questionnaire is prepared from this. This helps in collecting ideas of common
students of UKCBC and decide how much they are satisfied from services of Easy Jet. Data collection : After that data is accumulated from primary and secondary sources.
Secondary sources includes books, journals, internet, etc. Data analysis : Analysation of information is performed in this time interval so that
every one can understand about the topic and take proper decision.
 Conclusion and recommendations : After going through all the report, conclusion and
suggestion is provided by researcher.
Activities Actions Starting
date
Duration End date Explanation
1 Aims and
objectives
02/01/18 5 days 07/01/18 Aims and objectives are
formulated during this time
period on the basis of theme
of the project.
2 Preparation of
primary data
source
07/01/18 10 days 17/01/18 In this duration,
questionnaire is prepared by
taking interviews of people.
3 Collection of data 17/01/18 15 days 22/01/18 Information is collected by
taking use of original as well
as alternative sources as per
the topic of research.
4 Data analysis 22/01/18 10 days 01/02/18 Data analysation is made
here based on the findings.
5 Conclusion and
recommendations
01/02/18 5 days 06/02/18 Summary of project and
suggestion is given in this
time period.
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