Airline Customer Satisfaction Survey

This assignment presents a questionnaire designed to evaluate customer satisfaction with EasyJet Airlines. Respondents are asked about their travel experiences, perceptions of service quality (e.g., punctuality, ticket flexibility), price reasonableness, and overall satisfaction. The goal is to gather insights into customer perspectives on EasyJet's services and identify potential areas for enhancement.

RESEARCH PROPOSAL

Table of Contents
TASK 1 ...........................................................................................................................................4
1.1- Research specification.........................................................................................................4
1.2- Factors contributing in research project...............................................................................5
1.3- Critical review......................................................................................................................5
1.4- Specification of research .....................................................................................................7
1.5- Plan and procedure on current study....................................................................................7
TASK 2..........................................................................................................................................10
2.1- Research question in accordance with the availability and specification of the resources.
...................................................................................................................................................10
2.2- Questionnaire ....................................................................................................................11
TASK 3..........................................................................................................................................13
3.1- Research evaluation techniques.........................................................................................13
3.2- Interpretation and analysis.................................................................................................13
3.3- Recommendations..............................................................................................................19
TASK 4..........................................................................................................................................20
Covered in poster......................................................................................................................20
REFERENCES..............................................................................................................................21
APPENDIX....................................................................................................................................22

TASK 1
1.1- Research specification
Airlines are the most important part of the tourism sector. It helps the world to increase
the international tourism. Airline industry works in the direction of providing customer
satisfaction. They want to make all the customers fully satisfied with their services. It is the
activity which makes the organisations of this sector to increase their profits and income.
Furthermore, it makes them to increase their market share. As the airline industry, is so much
important in the travel and tourism sector, they have to take care of some elements which are in
relation with the customers (Misopoulos and et.al., 2014). Through this process the companies
will be able to gain various advantages and benefits.
There are many methods which are developed by the airline industry to satisfy their
customers. It made them to grow and get developed in the world. The development which has
come in this industry is very rapid. One of the measure which is being used for the development
is providing low cost services. This made the people have the rates from which can travel
without hampering their financial condition. The current research project is based upon the Easy
Jet Airlines. The cited organisation provides the low cost services to individuals. For this
effective and efficient low cost carrier model is used by them. It made them to gain many
advantages among their competitors (Ford, Paparoidamis and Chumpitaz, 2015). Furthermore, it
made the people to travel in foreign countries. Otherwise, they can't afford to spend on travelling.
The current study will be based on the elements and factors which are in accordance with the
customer satisfaction. Although the company, is adopting various attractive changes it can also
lead to the dissatisfaction of travellers.
Aim
“ To find the elements which are responsible for the satisfaction of travellers: A study on Easy
Jet Airlines.”
Objectives
 To analyse the thinking of travellers on low cost model of Easy Jet Airlines.
 To identify the factors and elements which are responsible for customers satisfaction at
Easy Jet Airlines.
 To evaluate the effect of budget on income of Easy Jet Airlines.

 To recommend the ways to increase the customer satisfaction in Easy Jet Airlines.
Research questions
 What is the thinking of travellers on the low cost model used by Easy Jet Airlines?
 What are the elements which are responsible for the customer satisfaction in Easy Jet
Airlines?
 What is the effect of budget on income generation of Easy Jet Airlines?
1.2- Factors contributing in research project.
The factors which have contributed in finding the topic of the study are as follows: Area of interest- The topic which is being selected is the burning issue in airline industry.
This topic looked very interesting to the researcher. This will make the study in proper
and effective manner. The profitability of the organisation is very deeply impacted by the
customer or traveller satisfaction (Carnein and et.al., 2017). That's why the researcher
had chosen this topic to conduct the study. This will be very beneficial for the researcher
because it will make them to learn various interesting things. Subject matter- It is very easy to find the subject matter for the topic which is being
selected. This will make the researcher to focus on the thinking process of customers to
find out the satisfaction level. It will make them know the views of travellers on the low
cost model which is being used by the company.
 Data availability- The topic which is selected by the investigator is very interesting and
common. Finding the data in relation with the topic will be very easy. There will be many
researchers who might have conducted the study on same topic. It is the main reason for
selecting this topic (Hussain, Nasser and Hussain, 2015). The proper and effective
availability of the data will make the investigator to understand all the information in
efficient manner.
1.3- Critical review
Thinking of the customers on low costs model
In accordance with the view Keiningham and et.al., (2014) of activity of adopting low
cost model is the major part which has made the airline industry grow. Many travellers got
attracted to this industry because of this feature. This made the people to travel foreign countries.
It also made those individuals to travel who can't afford the costly services. This is the activity
which can make the organisation of this industry to gain many types of competitive advantages.

Customer satisfaction
As per the view, of Paparoidamis, Chumpitaz and Ford, (2015) customer satisfaction is
the most important thing which is required by the companies of airline industry. If the customers,
are not satisfied then it will affect the reputation of organisation in the market. That's why the
businesses of airline industry works very hard to provide the best services which will make their
travellers fully satisfied. The firms use the low cost model to provide the affordable services to
the consumers. Individuals get highly satisfied with the fact that now they will be able to travel
the world. On the other hand, Bolton and Chapman, (2015) said that this model creates
dissatisfaction in the customers. It is because that many people think that the organisations who
are charging the higher prices provide better and effective services. This is their perception that if
the business is offering the lower prices, then there services will also be at lower level.
Elements responsible for traveller's satisfaction.
According to the Palmer and Bejou, (2016) there are many elements which have the
influence on the customer satisfaction. There are many measures which are used by the
organisations of airline industry to make the customers happy and keep them fully satisfied.
Level of travellers satisfactions get influenced by the various demand and needs. The individuals
want to have many facilities which will keep them safe and secure. If the company, will meet all
the needs and demands in the better way then it will highly satisfy the customers. If the business,
fails to meet the demands then it will dissatisfy all the travellers. On the other hand, Belobaba,
Odoni and Barnhart, eds., (2015) said that there is the Kano model which shows about the
various factors which can help the organisation to understand the perceptions and demands of the
consumers. It shows the various needs which are normal, expected and exciting. If the company,
fulfils these needs then it will satisfy all the travellers.
Effect of budget on the income
In the accordance with Steven, Yazdi and Dresner, (2016) the major factor which affects
the income generation of organisations in airline industry is budget. There are many people who
do not have the effective budget to travel the world. Low cost model provides them the chance to
travel in the affordable prices. On the other hand Hussain, (2016) said that the budget is not the
factor which mostly affects the income generation of the companies. Many travellers think that if
they will choose the high price services, then they will get the better and efficient services.

1.4- Specification of research
The current study is to be conducted on the basis on proper research methodology. It is
the term which makes the study more effective and efficient. This makes the investigator to solve
all the problems which are related with the research and prepare it in the proper manner. There
are various tools and techniques which are included in the research methodology. These tools are
very much helpful in analysing and evaluating all the data and information which is gathered by
the researcher. It will make the investigator to select the best tool or technique which will help in
conducting the study in effective and efficient manner. Data analysis- There are various tools which can be used to analyse the data in better and
proper way. In the present study thematic style of analysis is being used. It will make the
investigator to analysed the data by using the technique of graphs. Sampling- It is the activity of selecting the small part of information and understanding
the nature of whole. In the current study random technique of sampling will be used. Types of research- There are two types of research which are qualitative and quantitative.
In the current study qualitative style will be used (Taylor, Bogdan and DeVault, 2015). It
will make the investigator to understand all the information which is being gathered in
the effective and efficient manner. Confidentiality- Confidentiality will be maintained by the researcher. The information
which is gathered by the respondents will be kept safe and secured. Respondents- The respondents which are selected by the investigator will be given full
respondents. They will not be forced to give any type of information.
 Ethical considerations- All the ethical values will be followed by the investigator. All
the information which is gathered will be written in own words of the researcher.
Permission will be taken from the respondents whose information in taken by the scholar
(Mackey and Gass, 2015). Nobody will be forced to give the information or their views
on the topic.
1.5- Plan and procedure on current study
Activiti
es
Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8 Week 9 Week
10

Findin
g topic
of
study
and
making
aims
and
objecti
ves.
Going
throug
h
literatu
re
review
s.
Findin
g and
selectin
g the
best
tool or
techniq
ue of
researc
h
method
ology.
Makin

g and
comple
ting
researc
h
propos
al.
Collect
ing
data
and
formin
g
questio
nnaire.
Taking
the
record
of
study
Analys
ing
data
and
inform
ation.
Conclu
ding
the
researc

h.
Change
s as per
the
feedba
ck
TASK 2
2.1- Research question in accordance with the availability and specification of the resources.
All the resources which are needed to conduct the study in the effective and efficient
manner are included in the research methodology. This will make the investigator to achieve all
the goals and objectives which are associated with the study.
Resources required for study Research design- It is the technique which makes the investigator to gather the
information and analysing them in the effective and efficient manner. There are two types
of research design which are exploratory, descriptive etc. The investigator have to choose
the best one which will be the most suitable for conducting the study. In the current study
for finding the various influential factors on the customer satisfaction, researcher had
taken the descriptive design. This is the design which is the most suitable for conducting
this type of study. Overall, research design play a most important role to identify the best
form of results by using descriptive research design. It is overall process or plan for
collecting and anglicizing the variables specified in the research problem. The main
purpose of research design is to finds the research problem, hypotheses, independent and
dependent variables. Research philosophy- This is the technique which make the investigator to have the
proper knowledge which is based on the topic. There are many techniques which are used
by the scholar to handle the study in effective and proper manner. The researcher had to
select the best philosophy which will be in accordance with the nature of study. Research
philosophies are of many types like interpretivism, positivism etc. Interpretivism is the
technique which makes the investigator to give focus on the values. It will make the

researcher to solve all the problems in effective and efficient manner. On the other hand
positivism is the technique which is made in relation with the achievement of all the
goals and objectives (Lewis, 2015). For the current study investigator has chosen the
technique of interpretivism to effectively find the elements which have an impact on the
satisfaction of travellers. This has helped the researcher to find and solve all the problems
which are associated with the study. It made this project more proper and efficient. Data collection- It is the technique which help the investigator to collect the data in
proper manner. In the present study the researcher had selected the primary data
collection. Questionnaire is being made to gather the various information in relation with
the topic. There are mainly two types of data collection techniques primary and
secondary data collection techniques which covers the new managing tankful growth.
Secondary data collection where all data has been collected from internet, books and
journals. Research approach- It is the technique which has made the study to be conducted in the
effective and efficient manner. There are two types of techniques which are inductive and
deductive. Inductive research approach based on reasoning which starts from the
observation process of theories. On the other hand, deductive approach has been based on
developing hypothesis on existing theory. Inductive approach is used in the resent study. Data analysis- Thematic style is used to conduct the analysis in better manner (Flick,
2015). It makes the investigator to use graph and analyse the data in presentable manner.
It is the technique which makes the investigator to present the data in effective and
efficient way. There are two types of data analysis technique qualitative and quantitative
data analysis tool. Qualitative has always been based on thematic method to analyse all
data and quantitative method always been based on numerically form of data technique.
Relationship between research questions and research resources
Research resources will make the investigator to give answer to all the questions in
relation with the study in proper manner.
2.2- Questionnaire
Covered in appendix
2.3- Recording and collecting data
Theme 1- Travelling by air.

1- Did you travel by air? Respondents
Yes 23
No 2
Theme 2- Times you travelled by air.
2- How many times you travelled by air? Respondents
At once 5
Two times 16
More than that 4
Theme 3- Using the services of Easy Jet Airlines.
3- Did you used the services of Easy Jet
Airlines while travelling? Respondents
Yes 22
No 3
Theme 4- Prices of the cited organisation.
4- Did you find the price reasonable? Respondents
Yes 20
No 5
Theme 5- Quality services provided by the Easy Jet Airlines.
5- Does the cited organisation provide services
with quality? Respondents
Yes 23
No 2

Theme 6- Flexibility of ticket is the service which is mostly appreciated by the travellers.
6- What are the services which you find at the
satisfaction level? Respondents
Punctuality 2
Ticket flexibility 19
Consistent services 2
All the above services 2
Theme 7- Satisfaction level with the services which are provided by the cited company.
7- How are the services of Easy Jet Airlines? Respondents
Satisfactory 20
Not satisfactory 2
Neutral 3
Theme 8- Cited organisation needs to adopt some changes to improve the customer satisfaction.
8- In your view does the cited organisation
needs improve the level of travellers
satisfaction? Respondents
Yes 23
No 2
TASK 3
3.1- Research evaluation techniques
There are two techniques which can be used by the investigator to evaluate the
information which is being gathered in the proper and effective manner. Those two techniques
are formative and summative. Formative techniques is used to monitor the performance at every
level from start to end. It means regularly monitories the activities which are performed while

conducting the study (The differences between formative and summative assessment –
Infographic, 2017). On the other hand, there is summative technique of evaluation which states
the checking process at the end of research. It means all the activities which are performed while
conducting the study will be checked at the end of report.
In the present study summative techniques is used for the evaluation. The investigator
thinks that its better to check or evaluate the research at the end.
3.2- Interpretation and analysis
Theme 1- Travelling by air.
Yes No
0
5
10
15
20
25
Column B
Interpretation
The above graph shows that maximum number of students had travelled by air. On the
other hand there are only two respondents who had not travelled by the air. It states that there are
many individuals who prefers to travel by plane. It is their perception that this kind of
transportation will make them reach their destination at the fast speed. This states that company
have to understand and arrangements for the customers at the satisfactory level.
Theme 2- Times you travelled by air.

At once
Two times
More than that
0 2 4 6 8 10 12 14 16
Column C
Column B
Interpretation
From the graph it is shown that there are maximum number of individuals who had
travelled by air for about two times. On the other hand there are only 4 students who travelled by
sir for more than two times. It is seen from the graph that there are 5 members who only travelled
for one through air. This states that there are many students who prefers to travel by air. It is the
duty of companies working in this sector to ensure that they provide the services which will
bring satisfaction for the travellers. Airlines provides the services which are responsible for the
enhancement of travel and tourism sector. That's the organisations should provide the services
which are based on the quality. This is essential to make all the customers satisfied at the full
level.
Theme 3- Using the services of Easy Jet Airlines.

22
3
Yes
No
Interpretation
The above graph shows that there are many students who prefers to travel by Easy Jet
Airlines. On the other hand, there are only 2 individuals who chooses to travel by another
airlines. This states that services which are provided by the cited organisation are at the
satisfactory level. That's why maximum numbers of travellers chooses to travel by this company.
This shows that customer range of cited firm is very high. The organisation needs to ensure that
all the services which are provided by them are up to the mark and satisfy all their customers. It
will make the company to give the sustainable performance.
Theme 4- Prices of the cited organisation.

Yes No
0
2
4
6
8
10
12
14
16
18
20
Column B
20
5
Column B
Column C
Interpretation
The above graph shows that there are many students who finds the prices of cited
organisation very reasonable. On the only 5 individuals who disagrees with the statement. This
states that the prices which are set by the Easy Jet Airlines are at the reasonable level. There are
many people who can not afford the higher prices which are set by the airline companies. It is
important to set the price at that level which will be affordable for all class of people. Easy Jet
Airlines uses the low cost model to select the prices which will accepted by all types of
customers. This will highly satisfy all the customers who are dealing with cited company. It will
also attract many types of customers towards them.
Theme 5- Quality services provided by the Easy Jet Airlines.

Yes No
0
5
10
15
20
25
23
2
Column C
Column B
Interpretation
The above graph shows that there are 23 number of students who think that the services
which are provided by the Easy Jet Airlines are with quality. On the other hand there are only 2
individuals who are against the statement. This states that there are many people who thinks that
the services which are provided to them by the cited organisation is very good. It is important to
provide the quality services because it is highly satisfactory for the customers. Quality services
provided to the traveller's makes them loyal towards the organisation. It makes the business to
gain various types of benefits.
Theme 6- Flexibility of ticket is the service which is mostly appreciated by the travellers.

2
19
2
Punctuality
Ticket flexibility
Consistent services
Interpretation
The graph which is made above shows that there are maximum number of people who
thinks that ticket flexibility is the service which is highly appreciated by the travellers. On the
other hand, 2 individuals are in favour of punctuality. There perception is that the flights should
take off and reach within the expected time. 2 students thinks that consistent services are
required while two members wants all the above services. It is important to have the ticket
flexibility for increasing the satisfaction level of the customers.
Theme 7- Satisfaction level with the services which are provided by the cited company.
Satisfactory Not satisfactory Neutral
0
2
4
6
8
10
12
14
16
18
20 20
2 3
Column E

Interpretation
The above graph shows that there are maximum number of students who finds the
services of Easy Jet Airlines satisfactory. On the other hand, 2 individuals are against the whole
situation. There are 3 persons who are neither satisfied nor dissatisfied. This states that the
services which are provided by the cited organisation are at the satisfactory level. It makes the
company to gain various types of benefits and advantages. This further leads them to increase
their market share.
Theme 8- Cited organisation needs to adopt some changes to improve the customer satisfaction.
Yes No
0
5
10
15
20
25 23
2
Column F
Interpretation
It is shown from the above graph that there are maximum number of people who thinks
that it is necessary to adopt some measures which will help in improving the level of customer
satisfaction. On the other hand there are only two individuals who thinks that it is not necessary
to improve the services. This states that if the cited organisation will adopt some change to
improve the services, then it will gain many types of advantages for them. All the customers will
be satisfied with change. But the company needs to make sure that all the changes which are
being brought should be in accordance with the demand and needs of the travellers.
3.3- Recommendations
There are many areas which can be developed in the Easy Jet Airlines. Those areas are
described below:

 There is very high competition in the airline industry. For gaining the competitive
advantages cited organisation needs to make better relationship with the all the
customers. It will make the company to understand the needs and demands of travellers
in better way. All the consumers will get highly satisfied with this activity. There are
many individuals who travels by air for the first time. Better relationship with the
travellers will make the company to solve all the issues which are faced by them.
 Easy Jet Airlines can provides the tours which are in accordance with the full package. It
will help the cited organisation to gain the attention of many customers towards them.
The individuals who are looking for this type of facility will get highly satisfied by this.
There are many benefits which the company will get by adopting this measure.
 The cited company can increase their brand image by doing the promotional activities. It
will make them grab the attention of many individuals which can become their loyal
customers. Easy Jet Airlines can also provide the services which in relation with the
quality of food. The serving facilities which are included in the airlines can be more
enhanced. The interior of the plane can be improved to increase the range of customers.
These are some areas which can be developed by the cited organisation. This will make
them to gain many types of advantages. It will increase their sales and profitability. Easy Jet
Airlines will be able to increase their market share at the fullest. Many competitive advantages
will be brought by them with the adoption of these changes.
TASK 4
Covered in poster.

REFERENCES
Books and journals
Belobaba, P., Odoni, A. and Barnhart, C. eds., 2015. The global airline industry. John Wiley &
Sons.
Bolton, R. N. and Chapman, R. G., 2015. The Structure of Customer Complaint Behavior in the
Airline Industry. In Proceedings of the 1989 Academy of Marketing Science (AMS) Annual
Conference (pp. 546-551). Springer, Cham.
Carnein and et.al., 2017. Customer service in social media: an empirical study of the airline
industry. Datenbanksysteme für Business, Technologie und Web (BTW 2017)-
Workshopband.
Flick, U., 2015. Introducing research methodology: A beginner's guide to doing a research
project. Sage.
Ford, J. B., Paparoidamis, N. and Chumpitaz, R., 2015. Service quality, customer satisfaction,
value and loyalty: An empirical investigation of the airline services industry. In The
Sustainable Global Marketplace (pp. 187-187). Springer, Cham.
Hussain, R., 2016. The mediating role of customer satisfaction: evidence from the airline
industry. Asia Pacific Journal of Marketing and Logistics, 28(2), pp.234-255.
Hussain, R., Al Nasser, A. and Hussain, Y. K., 2015. Service quality and customer satisfaction of
a UAE-based airline: An empirical investigation. Journal of Air Transport
Management, 42, pp.167-175.
Keiningham and et.al., 2014. Service failure severity, customer satisfaction, and market share:
An examination of the airline industry. Journal of Service Research, 17(4), pp.415-431.
Lewis, S., 2015. Qualitative inquiry and research design: Choosing among five
approaches. Health promotion practice, 16(4), pp.473-475.
Mackey, A. and Gass, S. M., 2015. Second language research: Methodology and design.
Routledge.
Misopoulos and et.al., 2014. Uncovering customer service experiences with Twitter: the case of
airline industry. Management Decision, 52(4), pp.705-723.
Palmer, A. and Bejou, D., 2016. Retrospective: service failure and loyalty: an exploratory
empirical study of airline customers. Journal of Services Marketing, 30(5), pp.480-484.

Paparoidamis, N. G., Chumpitaz, R. and Ford, J., 2015. Service quality, customer satisfaction,
value and loyalty an empirical investigation in a service failure context. In Marketing
Dynamism & Sustainability: Things Change, Things Stay the Same… (pp. 173-173).
Springer, Cham.
Steven, A. B., Yazdi, A. A. and Dresner, M., 2016. Mergers and service quality in the airline
industry: A silver lining for air travelers?. Transportation Research Part E: Logistics and
Transportation Review, 89, pp.1-13.
Taylor, S. J., Bogdan, R. and DeVault, M., 2015. Introduction to qualitative research methods: A
guidebook and resource. John Wiley & Sons.
Online
The differences between formative and summative assessment – Infographic. 2017. [Online].
Available through: <https://www.bookwidgets.com/blog/2017/04/the-differences-between-
formative-and-summative-assessment-infographic>.
APPENDIX
Questionnaire
Name:
Age:
Gender:
1- Did you travelled by air?
 Yes
 No
2- How many times you travelled by air?
 At once
 Two times
 More than that
3- Did you used the services of Easy Jet Airlines while travelling?
 Yes
 No
4- Did you find the price reasonable?
 Yes

 No
5- Does the cited organisation provide services with quality?
 Yes
 No
6- What are the services which you find at the satisfaction level?
 Punctuality
 Ticket flexibility
 Consistent services
 All the above services
7- How are the services of Easy Jet Airlines?
 Satisfactory
 Not satisfactory
 Neutral
8- In your view does the cited organisation needs improve the level of travellers satisfaction?
 Yes
 No