An Analysis of Customer Satisfaction at Easy Jet: A Report

This report investigates the factors influencing customer satisfaction within the Easy Jet airline. The research employs a quantitative approach, utilizing both primary data collected through surveys and secondary data from various sources. The study aims to assess the significance of customer satisfaction in the airline industry, identify key influencing factors, and evaluate their impact on Easy Jet's growth and success. The report explores themes such as in-flight services and baggage allowance, analyzing data using thematic analysis. Furthermore, the report provides recommendations to enhance customer satisfaction levels. The research is based on the Kano model to understand customer satisfaction. The study also uses a deductive research approach and a positivism research philosophy. The research includes sampling of 30 customers via a simple random sampling technique.

 Research type: Quantitative investigation
 Research approach: Deductive
 Research philosophy: Positivism
 Data collection: Primary (survey) and secondary (books, journals
& scholarly articles)
 Sampling: 30 customers have been selected via simple random
sampling technique
 Data analysis: Thematic
To analyze the factors that has influence on customer satisfaction and thereby organizational growth in the context of Airline sector: A study on Easy Jet
Searching and buying ticket from Easy Jet for
travelling
Website of the company is
easily accessible
Offers complete and
appropriate information
Easy navigation
Facilitates online chatting
or communication option
Secure payment system
0% 50% 100%
10
8
11
9
10
9
7
10
8
8
7
10
7
10
7
3
3
2
3
3
Agree
Strongly agree
Neutral
Disagree
Strongly disagree
Boarding facilities of Easy Jet are prominent
Easiness
Services are comfortable
Staff is friendly
0%
20%
40%
60%
80%
100%
9 10 8
9 8 10
10 7 9
2 3 3
Highly dissatisfied
Dissatisfied
Neither satisfied nor
dissatisfied
Highly satisfied
Satisfied
Conclusion
By summing up this report, it has been
concluded that to assess the factors that have an
impact on customer satisfaction quantitative research
type has been used. It can be seen in the report to
respond concerned issue primary and secondary data
has been gathered. Further, it has been articulated that
majority of the respondents undertakes the services of
Easy Jet for business trips and travel abroad for
meeting to friends and relatives. It can be summarized
from the report that customers of Easy Jet are not
facing difficulties in searching it and booking ticket
through online means. It can be stated from evaluation
that few of the customers of Easy Jet are not satisfied
with in-flight services.
Recommendations
 Needs to focus on taking feedback from customers
 It should lay focus on undertaking competitive
pricing strategy
Theme 4: Regarding in-flight services
Staff is efficient and supportive
Comfortable seating arrangements
7
6
7
7
9
8
10
12
8
9
9
8
4
5
3
3
2
2
1
0
Agree Strongly agree
Neutral Disagree
Strongly
disagree
Theme 5:. Baggage allowance facility
While landing
During take-offs
0%
50%
100%
6
7
9
9
10
12
3
2
2
0
1 (Excellent)
2 (Better)
3 (Good)
4 (Average)
5 (Poor)
Theme 6:
0
10
20
30
8 9
1012
7 63 3
Highly
dissatisfied Dissatisfied
Neutral Highly
satisfied
Satisfied
Research aim and objectives
Aim
The aim of the present study is to investigate the
factors that have influence on the customer satisfaction
of Easy Jet.
Objectives:
1. To evaluate the significance of customer
satisfaction in the context of airlines sector.
2. To identify the factors that has an influence
on customer satisfaction.
3. To assess the impact of customer satisfaction
on the growth and success of Easy Jet.
4. To recommend the ways to Easy Jet for
enhancing the level of customer satisfaction.
Research questions
In order to conduct study in an appropriate manner
scholar is required to formulate appropriate questions on
the basis of aim and objected depicted above:
Q.1 What kind of factors have impact on the
satisfaction of Easy Jet’s customers?
Q.2 Does customer satisfaction level affect
organizational growth and success?
Kano model and customer satisfaction
LR: The conditions of the functioning of the airlines in UK have
made it effective for the lower budget flyers to travel to the
foreign countries. However, the detailed study of the UK
airlines industry has produced the evidence of such functioning
that does not satisfy the customers in this sector. It has been
made clear by the researchers that a cent percent customer
satisfaction is not possible to be acquired by any industry
(Agnihotri et al. 2016). However, provision of satisfactory
results to the customers should be achieved by an industry
through integrated provision of services by different companies.
However, it has also been considered that different sectors of
customers should be assisted by companies functioning in
differential target market selection. Therefore, absence of such
functioning within the industry has induced the likelihood of
conduction of one such research project. The Kano model
provides an account of the level of satisfaction among the
customers in an industry defining the factors that might be
attributed to the same.
% of responses
Business trips
Vacation
Short breaks
Visit friends and relatives