An Analysis of Customer Satisfaction Factors for Easy Jet Airline

This report investigates customer satisfaction with Easy Jet, focusing on factors influencing customer preferences and experiences. The research employs an inductive approach with interpretivism as the research philosophy, utilizing qualitative data collection methods, including primary and secondary data, and purposive sampling with 30 respondents. Key themes explored include the frequency of Easy Jet usage, the impact of low ticket prices, the importance of quality services, staff behavior, boarding and luggage regulations, and the use of social media. The findings suggest that low prices are a significant driver for customer choice, while quality of service and staff behavior also play crucial roles in customer satisfaction. The report recommends that Easy Jet focus on quality and promote its brand through online platforms to increase sales and improve customer loyalty. The airline should also prioritize customer satisfaction by providing effective services and maintaining positive staff interactions.

TITLE: To Identify the factor which influence the satisfaction of customers. A study on Easy Jet.
Theme 6 Social media platform is mostly used by
Thomas Cook
Yes No May be
0
2
4
6
8
10
12
14
16 15
3
2
Frequency
Interpretation-- Based on the above chart it can be concluded that valuable services by
the firm will be helpful to gather the attraction of customers. In this, it can be said that
there are total number of 20 respondents, out of which 15 said yes that firm is providing
effective services to it customers, 3 said no and 2 are not sure of it. In addition to this, it
can be said that Easy Jet should believes that services provided by the firm need to
effective and it is valuable that lower price and quality services are one of the essential
components in order to render the best services to customers
Theme 5: : Most of the respondent are
satisfied with boarding and luggage
related rules and legislation
1 2 3 4 5
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
7 6 1 4 2
2 5
0
10
3
5 6
2
3
4
Security and safety of
EasyJet
Landing Take off Flight safety
Interpretation- Based on the above statistical data it can
be cleared that airline should have effective rules and
regulation about the boarding and luggage related rules
and legislation. This will be helpful in order to set the
effective environment. Thus, it can be said that there
are total number of 20 respondents, out of which it can
be said that 17 are sure about the boarding and luggage
related rules and legislation, 2 are not satisfied with it.
Objectives:
 To determine the concept of Customer satisfaction.
 To analyse the product and services quality of Easy Jet.
 To evaluate the factors which will be helpful to influence the satisfaction level of
customers.
 To provide recommendations as how satisfaction of customers can be enhanced at Easy
Jet.
Research Methodology
Research approach- Inductive
Research philosophies- Interpretivism
Research techniques- Qualitative
Data collection- Both primary and secondary
Sampling- Purposive sampling of with 30 respondents
Recommendation
Recommendation- In this, it can be recommended that Easy Jet should focus on
quality so that customer can able to get satisfy services. Thus, it can be said that
enterprise should promote its brand with help of online platforms. This will be
helpful in order to have increment in sales. In addition to this, the firm do not make
compromise with quality by cutting the cost of products and services. Furthermore,
the prime responsibility of firm should relate to satisfaction of customers.
Theme 1 : Most of the respondent use services
of Easy Jet.
Once in year Twice in year Every month Never
0
1
2
3
4
5
6
7
8
7
6
4
3
Frequency
Interpretation Based on the above chart it can be concluded that
many respondents said that they are using services of Easy Jet
once in year. In order to bring improvement in the ratio of users
they need to provide effective services to customers. In addition
to this, there are total number of 20 respondents, out of which 7
said that they are using services one in year, 6 said that they are
suing it twice in year, 4 are using it every month and 3 have
never used the services of Easy Jet. With the help of this it can
be identified that customer is having average views about it.
Theme 3 Low prices of ticket are influencing the
customers to prefer the services of Easy jet.
6
3
8
3
Low price
promotional activities
Quality service
Availability of seats
Interpretation Based on the above pie chart it has been cleared that the one of
most influencing term about having services of Easy jet is that it is cost
effective. The low prices of easy jet will be beneficial to have long-term
profitability and productivity to the enterprise. In this, there are total number of
20 respondents, out of which 8 said that low price's policy is the factor which
are attracting the customer to utilise their services, 3 said that promotion
activities of Easy jet are attracting the customer to have their services, 6 said
that quality services will be attracting the customer to have efficient services
and 3 respondents said that due to availability of seat customer prefers Easy jet
airline..
Theme 4: Yes, staff behaviour of East jet is effective.
Yes No Not sure
0
2
4
6
8
10
12
14
16
18
Frequency
Interpretation- Based on the above chart it can be concluded that staff
behavior plays essential role in terms to maintaining the retention
percentage of customer. In this, there are total number of 20
respondents, out of which 16 said that it is effective, as staff uses to
provide services in genuine and respective manner and 3 said no to it
and 1 is not sure about the services. With the help of above
interpretation, it has been cleared that customer are satisfied with the
behavior of staff. In this way, it can be said that effective services are
need to be provide by the customer so that they can get attracts
towards the services of an enterprise.
Theme 2 : Most of the respondents said
quality is one of essential component of Easy
Jet.
Yes
No
May be
0 2 4 6 8 10 12 14 16
14
4
2
Frequency
Interpretation – According to the above chart it has been clear that
Quality is one of the essential toll in terms to satisfying the customer.
This is one of effective tool which is helpful in order to gather the
attraction of others. The present report has covered the total of 20
respondents, out of which 14 said yes, 4 said no and 2 are not sure of
it. In this term, it can be said that quality is one of the essential
parameter which attract the customer to purchase their services.
Furthermore, with help of having feedback of customer the services of
an enterprise can be improvised. The firm should not compromise with
quality by cutting the cost of the products.