Employee Training and Development Practices

The assignment provides a comprehensive overview of different employee training methods and techniques used in the workplace. It includes a questionnaire with 11 questions that assess the effectiveness of these methods in improving employee performance, retention, and customer satisfaction. The questionnaire covers topics such as on-the-job training, role-playing, group discussions, incentives, working environment, time, dress code, pay, and paid leaves. The assignment aims to understand the best practices for employee training and development, and how they can be applied in real-world scenarios.

Research Project

Table of Contents
TITLE..............................................................................................................................................1
CHAPTER 1: INTRODUCTION....................................................................................................1
Overview of research..................................................................................................................1
Significance of research..............................................................................................................1
Research aim...............................................................................................................................1
Research objectives.....................................................................................................................2
Research Question.......................................................................................................................2
CHAPTER 2: LITERATURE REVIEW.........................................................................................2
Introduction.................................................................................................................................2
Effectiveness of training and development in airline industry....................................................3
Essential tools and techniques used by Easy Jet to provide training to employees....................4
Relationship between employees training and customer satisfaction.........................................5
Major factors that assisted company in reaching specific position at marketplace....................5
CHAPTER 3: RESEARCH METHODOLOGY.............................................................................6
Type of investigation...................................................................................................................6
Research design...........................................................................................................................7
Research philosophy...................................................................................................................7
Research approach......................................................................................................................7
Data sampling..............................................................................................................................7
Data collection method...............................................................................................................7
Ethical consideration...................................................................................................................8
CHAPTER 4: DATA ANALYSIS.................................................................................................8
CHAPTER 5: CONCLUSION AND RECOMMENDATION.....................................................15
Conclusion.................................................................................................................................15
Recommendation.......................................................................................................................16
REFERENCES..............................................................................................................................17
APPENDIX....................................................................................................................................19

TITLE
To determine affect of staff's training on client satisfaction in airline industry: Case study
on Easy Jet.
CHAPTER 1: INTRODUCTION
Overview of research
In today's modern market, customers satisfaction is more important for every
organisation to attain competitive advantage in market place. In this, company provide quality
services to its customers which leads in enhancing the performance level of the business at
competitive market place (Mathe and et. al., 2017). In this manager and top level authorities play
important role in allocating right task to capable employees in which they easily understand
customers requirements in order to retain them for long time period. In this Easy Jet is popular
airline company which provide effective services to their clients. This company was established
by Sir Stelious Haji-loannou in 1995. at present it work under a private organization. This firm
expand their business at international level and also cover approx 30 countries. By this company
easily attain their target and maximize their profitability level.
Significance of research
Current research is based on customers satisfaction in which manager of the company
provide quality services to them in order to retain them for long time period. In context of Easy
Jet, which is airline company in which they deal in domestic and international flights by
providing better services to their customers. In this they formulate effective and policies to attain
better satisfaction level by customers in which they provide them extra benefits to retain them
within the company. Easy Jet is a popular and reputed company in which manager conduct
training and development programs to their staff members in order to improve their performance
level. With the help of this selected company easily take competitive and higher position at
market place.
Research aim
It is most important past of research in which researcher easily determine the better
direction and attain it effectively. In this context the main aim of this research is “to determine
the impact on employees training on consumer satisfaction” which is based on case study of
Easy Jet. In this part of research entire activities are based on attaining its aims and objectives in
appropriate manner (Rahimi and Kozak, 2017).
1

Research objectives
It is also important part of research which is related with research aim in order to provide
better direction to the business to attain competitive advantage. For this there some effective
objectives are as follows:
 To effectively evaluate the overall effectiveness of training and development in airline
company.
 Identify appropriate tools and techniques which used by company for giving better
training their their staff members (Schmuck, 2017).
 To assess the better relationship among satisfies customers and training of the employees.
 Analysis all the factors that helps in attaining better positive at market place.
Research Question
It is also an important part of research which include various questions as per whole
research and its objectives. In this essential responsibility of researcher to evaluate effective
questions in order to assess the effectiveness of the research in most effective manner. In this
context there are some appropriate questions are mentioned in below:
 How to measure training and development effectiveness in airline industry?
 What kind of tools and techniques of training considered by Easy Jet company in order to
provide their workforce?
 How assess the relation among customers satisfaction and training of the employees?
 What type of factors are used by company to reach at competitive place in market?
CHAPTER 2: LITERATURE REVIEW
Introduction
It is considered as an eminent segment of research as this provides guidance to examiner
to conduct his work in a proficient manner. With assistance of this segment, investigator will
conduct in depth examination. By getting data and information properly, decision will be taken
by company in a proficient manner. Along with, each activity will be implemented by manager is
a systematic manner, which aid to acquire best outcome (Zhou and et. al., 2017). Instead of this,
if examiner get the review of many authors in relation to research then, this will make each thing
more effective. As a result, coveted targets will be attained within limited period of time.
2

Effectiveness of training and development in airline industry
As indicated by Agnihotri and et. al (2017), in modern era, both training as well as
development is an essential tool which need to be utilized by company. As a result, they will be
able to render qualitative services and in addition products to customers. It enables them to
accomplish needs and wants of customers in an appropriate way. Easy Jet is operating their
business in airlines segment and providing services at both level, i.e. national and international.
Manager caters training sessions to employees which help them to keep up service quality. As a
result, they are able to maintain their position at marketplace, this assists them to take advantages
from contenders. Along with, prices of items are affordable for individual. Henceforth, to
measure appropriateness of training and development programmes, some factors need to be
examined which is mentioned as below: Improving employees performance: Employees are given training to make them learn
skills and knowledge according to their job. This help them to develop appropriate
capabilities required to perform their duties effectively (Modak, Pathak and Ghosh,
2017). Easy Jet conducts sessions to impart necessary skills in their employees so that
they execute tasks properly which help company attain their goals. Measuring past performance: managers find out capabilities possess by their workforce
and know their ability to learn new methods. This provide them insight about their
employees performance on the basis of their previous years work. Through this they
come to know requirement to conduct sessions to provide relevant skills to workers
according to their duties. This help superiors to know difference between actual and
benchmark set by them by acknowledging their outcomes which they have achieved. Productivity of firm: managers are able to improve their employees performance by
providing them training sessions so that they gain relevant skills and knowledge required
to complete their duties effectively. This help them to offer quality services to customers
which satisfy them and construct goodwill in their client's mind (Lussier and Hartmann,
2017). Easy Jet is able to make good profit by providing adequate facilities to their
customers to construct relationship with them and keep them attached with company.
This help it to grow by generating good amount of profits through high sales.
 Customer satisfaction: it is important factor which enterprises take care so that they are
able to retain their customers by providing them goods and services according to their
3

needs. This help executives to enquire about their users opinion about their offerings.
Easy Jet provides quality services to their clients and appropriate facilities at reasonable
value (Oh and Kim, 2017).
Essential tools and techniques used by Easy Jet to provide training to employees
According to Kuo, Chen and Tseng (2017), training as well as development programmes
need to be provided by superiors to subordinates as this will assist them to improve skills and
knowledge. As a result, they will be able to accomplish task with maximum effectiveness and
within limited period of time. It aids them to compete competitors at market which enable to earn
high profits. Therefore, utilisation of many techniques in relation to training and development are
portrays as beneath:
On the job training: People are given experience by placing them at work so that they
learn things by performing duties. Organisation consists of various departments which contribute
towards accomplishment of their goals and objectives. This is an effective tool used by Easy Jet
to train their employees by making them function by dealing with people and providing them
practical experience.
Group Discussion: This is another method used by executives to train their employees
by making them interact in group. This help them get knowledge from experience of other
people. Executives provide case to their members which they all discuss with each other by
placing their opinions through which appropriate solutions come out. Easy Jet superiors uses this
method to provide adequate skills to their employees to make them perform effectively by
enhancing their communication and providing all relevant information related to their work.
Role playing: Superiors uses this method to entail necessary skills and knowledge to their
employees by organising activities in which they are given several situations to act. This help
workers to gain new experience while making fun. Easy Jet uses this to train their staff by
assigning different roles to them and each individual will perform according to their
acquaintances (Liat and et. al., 2017). Through this executives acknowledge their clients
behaviour and ascertain their faults which they need to work on to improve organisation
performance in marketplace.
Relationship between employees training and customer satisfaction
Organisation manufacture goods and services according to their clients requirements
which fulfil their needs and provide them satisfaction. Executives formulate plans and policies to
4

provide direction to managers to design activities for their subordinates. This serve as benchmark
to determine deviations of actual performance from standard. According to Yu and Jai (2017),
every person has its needs and wants which company fulfil by delivering appropriate products
and services. Employer conduct sessions to provide training to workers so that they perform their
duties effectively and are able to satisfy their customers. In current time all businesses offer
quality goods and services to their clients to retain them for longer period. This help organisation
to succeed by getting appropriate sales. Enterprises acknowledge their product's effectiveness
from their users opinion and taking suggestions which they can make in their system to remain
competitive. As in case of Airline company they offer quality services and additional facilities to
their clients at affordable rates to keep them attracted towards their firm.
Executives should conduct sessions to train their employees and provide them skills
which make them perform their duties effectively. This help company to build reputation in
market by offering quality products and services and keeping customers aware about their
packages (Belias and et. al., 2017). Company is able to construct positive brand image by
fulfilling their clients demand by providing them services at reasonable value. It is hard for
administration to construct goodwill and to retain their market position. Superiors should
coordinate efforts of their employees so that customers get best services which satisfy them.
Therefore this help firm to retain their clients by offering competitive facilities and able to
improve their profitability. Manager first research on market to find people's requirements and
design their services accordingly. Business should value their customers and take feedback to
know their issues so that they keep their system function effectively.
Major factors that assisted company in reaching specific position at marketplace
Easy Jet is a popular airline company which provides service to customers so that they
can travel to other countries at less time. They provide quality goods and some additional
facilities at reasonable value to attract people so that they are able to improve their market share.
Executives consider all forces which affect functionality of their firm and influence their position
(Arroyo-López and et. al., 2017). A company perform various activities in their system through
which they are able to fulfil requirements of customers. Planning: it is key component through which company get direction to process their
activities which result in accomplishment of organisation goals. Executives formulate
strategies and policies through which they are able to utilise resources efficiently. This
5

help organisation to establish advantage over their rivals by building strong workforce
(Alrhaimi and Mugableh, 2017). Superiors keep their staff informed about their roles and
duties so that they perform activities effectively as they are clear about end result which
they are required to accomplish. This help management in completing their orders on
time. Research and development: in a company executives have set separate department in
which individuals have to make market analysis to know customers preferences and
trends. This help management to design products and services through which they are
able to compete with their competitors by offering quality goods.
 Feedback: Easy Jet takes opinions from their clients to know their experience after
availing their services. This help administration to know their system capabilities and to
provide relevant skills to employees to make them function effectively. Superiors build
relationship with their workers to acknowledge their problems and sort out grievances so
that they perform activities with full dedication.
CHAPTER 3: RESEARCH METHODOLOGY
This will be provide affect to research activities in huge manner. With assistance of this,
some guidelines will provided to examiner which will help them to conclude best result and to
attain targets within limited time duration. There are some factors which will include into this,
are mentioned as beneath:
Type of investigation
It is considered as an important factor as it is must for examiner to choose which kind of
investigation need to opted. It will be either quantitative or qualitative. With assistance of
quantitative data; examiner will collect information in numerical terms (Nazari-Shirkouhi and
Keramati, 2017). Instead of this, if they are using qualitative method, then only quality data will
be gathered. But, this project is associated with qualitative research; therefore, correct data will
be collected to acquire best outcome.
Research design
It is considered as a guideline which is associated with research. This will include that
how activities of research will carry out. Moreover, it aids to provide direction to examiner to
manage each and everything in a systematic way (Learning, 2017). Thus, entire things will be
completed within limited period of time. There are various types of research design which will
6

be utilized by investigator, such as exploratory, descriptive and in addition experimental. If best
tools is chosen by researcher then, they will be able to done everything correctively. Henceforth,
qualitative design of research is used by investigator to collect data; therefore, appropriate results
will be taken.
Research philosophy
By conducting research proper number of data and information will gathered by
investigator. This will be examined through many authors. Fundamentally, this will be classified
into two types, i.e. positivism and interpretivism. They both play an eminent part; therefore,
research will go to correct direction. In this project, examiner utilised interpretivism philosophy;
so that, he will gather data effectively and in addition conclude best and effective outcome.
Research approach
This will divided into two parts, such as inductive and another is deductive. Researcher
needs to select right tool to conduct research as this will help them to attain targets appropriately.
Inductive technique will assist to get best conclusion through gather data and information which
is done on qualitative basis.
Data sampling
With assistance of this, number of respondents are selected from overall population to
conduct research in an effective manner. By doing this investigator will acquire conclusion. This
will be classified into two segments, one is probabilistic and another non – probabilistic. In this
report, probabilistic sampling technique is utilized by researcher to acquire data as well as
information proficiently. Almost 20 individuals taken by examiner as a sample size.
Data collection method
There are two kinds of methodologies which will be utilized by investigator to collect
information effectively. They will use primary and secondary sources for above stated aim. In
this assignment, both sort of tools are used by examiner for data collection (Anwer and et. al.,
2017). With assistance of primary data recent data will be gathered; therefore, questionnaire is
prepared which is filled by staff members. Rather than this, as a secondary method, literature
review section is completed with aid of many researcher (Presbitero, 2017).
Ethical consideration
This factor is associated to research and with help of this entire issues will sort out which
are developed at the time of research. It is not must for researcher to keep data and information
7

confidential related to respondents if they want to attain coveted targets effectually. The major
disadvantage of research is that, it takes lots of time and in addition fund. Sometimes examiner
does not have sufficient time to conduct research exercises and gather proper data (Presbitero,
2017).
CHAPTER 4: DATA ANALYSIS
It is most appropriate method which will be used by examiner to take decision. It is must
for them to analyse gathered data as well as information in an appropriate manner. Therefore, a
questionnaire is formulated related to research topic. This needs to be filled by selected
individual, i.e. 20 (Sample size).
Q1. Training sessions are helpful for employees to improve
their working performance?
Respondents
Yes 18
No 2
Theme 1: Training programmes are useful for staff members to improve working
performance
Interpretation: Training programmes are much helpful for staff members as this will assist
them to improve working abilities. As a result, entire work will accomplished with limited period
of time. Therefore, they will satisfy needs and wants of customers as per their demand. From
above presented graph, it has been comprehended that almost 18 respondents are agreed that by
getting proper training they will improve their performance, but remaining are not favouring this
statement.
Q2. Training and development exercises will helpful for Respondents
8
18
2
Yes
No

company to retain workers for maximum time duration at
workplace?
Yes 16
No 4
Theme 2: With assistance of proper training organisation will retain workers at workplace
for longer duration
Interpretation: It is must for manager of Easy Jet to provide appropriate training to workers as
this will help them to retain at workplace for longer period of time. It works as a motivation for
them and they will easily complete work within provided time limit. From above shown graph, it
get concluded that approximately 16 respondents are in favour of this argument but remaining
are not.
Q3. What sort of method is much effective for Easy Jet? Respondents
On the job 12
Role playing 3
Group discussion 1
Off the job 4
Theme 3: On the job training is considered as an effective method
9
16
4
Yes
No

Interpretation: There are many kinds of training methods which will be utilized by superior.
From mentioned techniques, most useful is on the job. This is considered as a most effective and
appropriate approach which help employees to learn things proficiently. From above graph, it
has been comprehended that nearly 12 respondents want to get on the job training but, 4
individuals want off the job. 3 people are in favour of role playing but remaining are favouring
group discussion.
Q4. What kind of technique is using by organisation to get
loyalty and trust of clients?
Respondents
Appropriate flight schedule 6
CSR activities 4
High quality products 3
Quick response to clients 7
Theme 4: By giving quick response to customers, company to gain their trust and loyalty
10
12 3
1
4 On the job
Role playing
Group
discussion
Off the job

Interpretation: Company is providing best and effective services to their customers; therefore,
they will earn trust as well as loyalty from them. This will help them to improve customer base;
therefore, profits of firm will get enhanced. From above presented graph it has been concluded
that for this, they will manage flight schedule for clients, as per 6 respondents. But, 4 persons
think that they have to complete CSR exercises appropriately. According to 3 people, they are
providing high quality items to customers which will assist them to gain trust and loyalty. Rather
than this, they solve issues of buyers quickly which aid to maintain loyalty of 7 respondents.
Q5. Which methodology will help to attract numerous people
towards organisation?
Respondents
Vouchers 4
Discounts 7
Low prices 9
Theme 5: Less prices of goods and services will help to attract people towards Easy Jet
11
6
4 3
7
Appropriate flight
schedule
CSR activities
High quality
products
Quick response
to clients
4
7
9 Vouchers
Discounts
Low prices

Interpretation: To get attention of many individuals, it is required for firm to provide them
many types of offers. This will help to increase their market share and in addition goodwill at
marketplace. From above presented graph it has been comprehended that almost 9 respondents
attract towards firm because of less prices of goods and services. Some type of discount is
providing by company to individuals which help to attract many people, this viewpoint is given
by approximately 7 respondents. Remaining person is attract because of vouchers which is
giving by manager to clients.
Q6. Currently which tool is adopted by company to provide
safe trip to customer?
Respondents
Para shoot facility 4
Life insurance 10
Information regarding safety tools 6
Theme 6: Life insurance is considered as a best technique to provide safe trip to customers
Interpretation: Each client wants safe journey; therefore, it is must for organisation to use
appropriate tools to make it possible. This will help them to take benefits from competitors at
competitive world. From above presented graph it has been comprehended that there are almost
10 respondents who want life insurance from firm during journey. Rather than this, there are
almost 4 individuals who are that they need to introduce para shoot facility. Remaining persons
want that they have to provide information related to safety tools to customers.
12
4
10
6 Para shoot facility
Life insurance
Information
regarding safety
tools

Q7. What kind of initiative is taken by staff members to keep
up workplace decorum?
Respondents
Handle customers issue effectively 15
Follow rules appropriately 5
Theme 7: Through handling customers issues appropriately, employees will maintain
decorum at workplace
Interpretation: It is essential for company to take some initiative; thus, they will maintain
decorum at workplace effectually. Therefore, entire work will complete within certain period of
time. From above stated aim, it has been understood that almost 15 respondents want that they
have to handle issues of clients in an effective way. But remaining individuals think that by
following rules effectively, they will maintain decorum at premises.
Q8. What sort of motivational methods are using by
association to provide motivation to workers?
Respondents
Incentives 7
Working environment 5
Commissions 3
Paid leaves 5
Theme 8: Incentives are considered as a best motivational tool for employees
13
15
5 Handle
customers
issue
effectively
Follow rules
appropriately

Interpretation: It is essential for manager of company to provide motivation to staff members
so that they will complete task within certain period of time. It will be either in a monetary or
non monetary term. From above presented graph, it has been comprehended that almost 7
respondents want to get incentives but 5 individuals think that if working environment is
appropriate then, they will accomplish work effectively which will provide motivation to them.
Approximately 3 persons want commissions and remaining are in favour of paid leaves.
Q9. To eliminate differences amongst staff what type of
similar element is using by enterprise?
Respondents
Time 3
Dress code 12
Pay 5
Theme 9: To eliminate differences at workplace, manager needs to set dress code for
workers
14
7
5
3
5 Incentives
Working
environment
Commissions
Paid leaves

Interpretation: It is essential for manager of Easy Jet to remove all types of differences amongst
employees because it aids to improve their working efficiency. They have to treat each worker in
an equal manner irrespective of caste, colour, age, gender and many more. From above stated
graph it get concluded that almost 12 respondents want that they have to set a dress code for
people. As per viewpoint of 5 individuals, they have to give similar pay to workers who are
working at same position. Rather than this, approximately 3 people want same working hours.
Q10. Is there is requirement of training session for employee
to render high satisfaction to clients?
Respondents
Yes 20
No 0
Theme 10: By getting training staff members will able to provide satisfactory services to
customers
15
3
12
5
Time
Dress code
Pay
20
Yes
No

Interpretation: Company has to provide best kind of goods and services to customers; therefore,
they will render them maximum satisfaction. This will assist organisation to take benefits from
rivals at competitive world. From above graph it has been comprehended that, as per view of all
respondents, manager has to provide training to workers. Thus, they will satisfy clients in an
effective as well as efficient manner.
CHAPTER 5: CONCLUSION AND RECOMMENDATION
Conclusion
From the above mentioned report, it can be concluded that customers satisfaction is one
of the important aspect for every organization to attain success at market place. For this, it is
essential to provide them better services which leads in attaining their higher satisfaction level.
In this manager of the company use various tools and techniques to attain competitive advantage
form its rivals. Along with this, top level management also take care of their employees by
providing them incentives and salaries which helps in improving their performance level. In this
selected company use updating their services as per daily basis which leads in maintaining better
performance level and retain their customers for long time period.
Recommendation
Customers are the important part of the organization because they provide better results
to firm and improve their performance level by using services. It is important for business to take
care of customers requirement by providing quality services. With the help of this company
attain higher satisfaction level. It is important for organization to determine customers needs and
provide them same which leads in enhancing the profitability level of the company at market
place, by this company easily attain competitive advantage form its rivals. In this context, every
company should maintain healthy relation with their loyal customers and also invite new
customers by providing them better services. For attaining all the desirable objectives of the
company, manager should organize better training programs to their staff members so that they
easily communicate with customers and provide them better services as per their demand. All
these aspects directly contribute in overall performance of the company and also enhance their
growth at market place.
16

REFERENCES
Books and Journals
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of unit-level performance. Journal of Hospitality & Tourism Research. 41(7). pp.823-
845.
Rahimi, R. and Kozak, M., 2017. Impact of customer relationship management on customer
satisfaction: The case of a budget hotel chain. Journal of Travel & Tourism
Marketing. 34(1). pp.40-51.
Schmuck, C., 2017. Introduction. In Women in STEM Disciplines. pp. 1-10. Springer, Cham.
Zhou, J. and et. al., 2017. How to evaluate the job satisfaction of development personnel. IEEE
Transactions on Systems, Man, and Cybernetics: Systems. 47(11). pp.2809-2816.
Agnihotri, R. and et. al., 2017. Salesperson ambidexterity and customer satisfaction: Examining
the role of customer demandingness, adaptive selling, and role conflict. Journal of
Personal Selling & Sales Management. 37(1). pp.27-41.
Lussier, B. and Hartmann, N. N., 2017. How psychological resourcefulness increases
salesperson's sales performance and the satisfaction of their customers: Exploring the
mediating role of customer-oriented behaviors. Industrial Marketing Management. 62.
pp.160-170.
Oh, H. and Kim, K., 2017. Customer satisfaction, service quality, and customer value: years
2000-2015. International Journal of Contemporary Hospitality Management. 29(1).
pp.2-29.
Kuo, C. M., Chen, L. C. and Tseng, C. Y., 2017. Investigating an innovative service with
hospitality robots. International Journal of Contemporary Hospitality Management.
29(5). pp.1305-1321.
Liat, C. B. and et. al., 2017. Hotel Service Recovery and Service Quality: Influences of
Corporate Image and Generational Differences in the Relationship between Customer
Satisfaction and Loyalty. Journal of Global Marketing. 30(1). pp.42-51.
Yu, Y., Li, X. and Jai, T. M., 2017. The impact of green experience on customer satisfaction:
Evidence from TripAdvisor. International Journal of Contemporary Hospitality
Management. 29(5). pp.1340-1361.
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Arroyo-López, P. E. and et. al., 2017. Impact of training on improving service quality in small
provincial restaurants. Journal of Foodservice Business Research. 20(1). pp.1-14.
Alrhaimi, S. A. and Mugableh, M. I., 2017. Reviewing the role of quality management,
creativity innovation, imitating and role of strategic human resources on operational
performance. Australasian Journal of Business, Social Science and Information
Technology (AJBSSIT). 3(1). pp.1-6.
Nazari-Shirkouhi, S. and Keramati, A., 2017. Modeling customer satisfaction with new product
design using a flexible fuzzy regression-data envelopment analysis algorithm. Applied
Mathematical Modelling. 50. pp.755-771.
Learning, B., 2017. Training that. Online Educa Berlin. Berlin, November. pp.27-29.
Anwer, F. and et. al., 2017. Agile Software Development Models TDD, FDD, DSDM, and
Crystal Methods: A Survey. International Journal of Multidisciplinary Sciences and
Engineering. 8(2). pp.1-10.
Presbitero, A., 2017. It’s not all about language ability: motivational cultural intelligence matters
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28(11). pp.1547-1562.
Presbitero, A., 2017. It’s not all about language ability: motivational cultural intelligence matters
in call center performance. The International Journal of Human Resource
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Training & Development. 2018. [Online]. Available through:
<https://www.pmi.org/learning/training-development>.
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APPENDIX
QUESTIONNAIRE
Name:
Age:
Email:
Phone no.:
Q1. Training sessions are helpful for employees to improve their working performance?
a) Yes
b) No
Q2. Training and development exercises will helpful for company to retain workers for
maximum time duration at workplace?
a) Yes
b) No
Q3. What sort of method is much effective for Easy Jet?
a) On the job
b) Role playing
c) Group discussion
d) Off the job
Q4. What kind of technique is using by organisation to get loyalty and trust of clients?
a) Appropriate flight schedule
b) CSR activities
c) High quality products
d) Quick response to clients
Q5. Which methodology will help to attract numerous people towards organisation?
a) Vouchers
b) Discounts
c) Low prices
Q6. Currently which tool is adopted by company to provide safe trip to customer?
a) Para shoot facility
b) Life insurance
19

c) Information regarding safety tools
Q7. What kind of initiative is taken by staff members to keep up workplace decorum?
a) Handle customers issue effectively
b) Follow rules appropriately
Q8. What sort of motivational methods are using by association to provide motivation to
workers?
a) Incentives
b) Working environment
c) Commissions
d) Paid leaves
Q9. To eliminate differences amongst staff what type of similar element is using by
enterprise?
a) Time
b) Dress code
c) Pay
Q10. Is there is requirement of training session for employee to render high satisfaction to
clients?
a) Yes
b) No
Q11. Any recommendations?
20