Training and Development in Airline Industry Essay

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).
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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.
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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
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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
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