Research Project: Factors Impacting Customer Satisfaction at EasyJet

This report presents a research project focused on the factors influencing customer satisfaction, specifically within the context of EasyJet airline in the UK. The project aims to understand the concepts of customer satisfaction, its importance in the airline industry, and identify key factors affecting customer satisfaction levels. The research employs a literature review of existing studies on customer satisfaction, resource implications, and the factors contributing to the research process. The methodology includes a positivism research philosophy, an inductive research approach, and a qualitative research technique, with data collected through primary and secondary methods. The report outlines the research specification, including the chosen methodologies and data collection techniques, and presents an analysis of customer satisfaction, its influencing factors, and the implications for EasyJet. The study concludes with recommendations for improving customer satisfaction and suggests areas for further research.

Research Project
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Table of Contents
TASK 1.................................................................................................................................................3
1.1 Formulation and recording possible research project outline specifications.............................3
1.2 Factors that contribute to the process of research project..........................................................4
1.3 Critical review of key references...............................................................................................5
1.4 Research project specification...................................................................................................6
1.5 Appropriate plan and procedure for the agree research specification........................................7
TASK 2.................................................................................................................................................8
2.1 Match resources efficiently to the research question.................................................................8
2.2 Undertaking the proposed research investigation in accordance with the agreed specification
and process.......................................................................................................................................8
2.3 Recording and collecting data from participants from the questionnaire..................................9
TASK 3...............................................................................................................................................10
3.1 Using appropriate research evaluation techniques with justifications.....................................10
3.2 Interpretation and analysis the results in terms of original research specifications.................11
3.3 Recommendation and further research areas...........................................................................16
TASK 4...............................................................................................................................................17
4.1 Presentation of outcomes.........................................................................................................17
REFERENCES...................................................................................................................................19
APPENDIX........................................................................................................................................21
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TASK 1
1.1 Formulation and recording possible research project outline specifications
Aim: To critically study the main factors that impacting customer satisfaction: A study on easyJet
Airline, UK.
Objectives
 To apprehend different concepts of customer satisfaction.
 To identify importance of customer satisfaction for airline industry of the UK.
 To categorize factors which highly influence customer satisfaction in airline industry of the
UK.
 To recommend methods to easyJet in order to improve the customer satisfaction level.
Literature review: To carry out the following research, the researcher will consider some similar
previous studies to conduct literature review. The selected research papers are as follows:
Author (s) Topic Abstract
Vazifehdust, S. and Farokhian,
S., 2011.
Factors influencing customer
satisfaction with the success
factors identified in the
insurance industry
This article based on customer
satisfaction survey where the
researchers try to determine
factors affecting the insurance
industry. From the study, they
have determined that access,
customer response time and
trust are the major customer
satisfaction factors.
Hwang, J. and Zhao, J., 2010. Factors Influencing Customer
Satisfaction or Dissatisfaction
in the Restaurant Business
Using AnswerTree
Methodology
The purpose of this research is
finding the differences between
satisfied and dissatisfied
customers. From the research,
it has been identified that good
value, tasty food, and restaurant
cleanness are three major
factors that affect customer
satisfaction level.
Gouws, N., 2012 Identifying factors that
influence customer retention in
The following study reveal
customer retention problems
3

a South African retail bank. within South African retail
bank along with consumer
satisfaction influence factors.
Safari, M. and Randjbaran, S.,
2016.
The Factors That Influence
Customer Satisfaction Level in
the Mongolian Banking
Industry
This study examines the factors
that influence customer
satisfaction level in the banking
industry along with determines
current service users’
satisfaction level toward the
banking services.
Resource implications
To complete the present study, the research has faced some implications related to time,
funds, data collection, human resources, technical resources etc. Due to lack of proper finance, the
scholar has unable to adopt another primary data collection and information analysis methods. This
implication has limited the findings. On the same side, limitation of time frame has influenced to
the investigator to complete entire study earlier. Along with this, it has unable to choose information
processing tools and techniques to made the findings more appropriate and effective. So, these are
the some major resource implications which have affected the main deliverables of the research.
1.2 Factors that contribute to the process of research project
At the time of selection of following research topic, there have many factors contributed.
Personal interest was one of them factor where the researcher past experience related to buying
services of airlines. With the time of using the different airline services, the scholar has decided to
carry out the research in customer satisfaction area. On the other side, in order to utilize the
knowledge into the practical form, the investigator has taken decision to work in the following
subject. From the gain information and knowledge, the researcher wants to find those factors which
have influenced the customer satisfaction level either in positive or negative manner. Last but not
least reason is the scholar has found the research gap in previous studies. From the past research, it
has determined that all studies have conducted within the respect of banking, retail, construction,
online shopping etc. There have less evidence has found regarding airline industry. To overcome
that research gap, the investigator has decided to carry out the investigation with the respect of
easyJet airline.
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1.3 Critical review of key references
Customer satisfaction
As per the view pint of Vazifehdust and Farokhian, 2013 “customer satisfaction uses by an
organization within the marketing of the products and services” (Vazifehdust and Farokhian, 2013).
As the companies improves different features of services, the expectations of service user increase
with this. Hwang and Zhao, 2010 has stated that “a firm can determine the level of consumer
satisfaction with the help of the review given him for a particular good or service” (Hwang and
Zhao, 2010). In the present time, the following concept is considering as a key performance
indicator for the businesses and it creates a unique and different image of corporate in the
marketplace. In this context, Gouws, 2012 has asserted that “for a company, due to several reasons,
customer satisfaction important for several reasons” (Gouws, 2012). To improve customer
repurchase intentions and gain their loyalty, organizations need to focus on satisfaction level of the
consumers. For instant, by asking to end user to rate his or her satisfaction level on 1-5 rating scale,
management can make sure that consumer will repurchase the same goods in the future or not. The
rebuying decision of the customers towards a particular brand shows their loyalty. This information
helps the firms to adopt the right methods in order to meet the service users’ satisfaction level.
On the other hand, Davaa, Safari, Randjbaran and Randjbaran, 2016 has asserted that
“customer satisfaction has created a point of differentiation for a company in the marketplace and
has helped to survive in tough competition” (Davaa, Safari, Randjbaran and Randjbaran, 2016). In
the present era, there are many of the corporations which are offering the similar services to the
customers at the same time. In the following cut throat situation, it essential to look towards the
consumer satisfaction rather than adding features in products to gain the attention of target group. In
the support of this statement, Deng, Lu, Wei and Zhang, 2010 has explored in his research that
“organizations which are focusing over increase customer satisfaction level, they are gaining the
huge success in the market” (Deng, Lu, Wei and Zhang, 2010). It raises the market share of them
along with sales and revenue of the businesses.
As per the opinion of, Eid, 2011 “Customer satisfaction is essential because it reduces churn
rate of the customers” (Eid, 2011). Low prices of the goods are not only the reason of meet the
satisfaction level of consumers. The major reason of the following issue is ignoring the problems of
the service user which leads to increase dissatisfaction level in them. On the contrast of above
statement, Flint, Blocker and Boutin, 2011 has stated that “customer satisfaction is important for the
organizations because it increase consumers lifetime value” (Flint, Blocker and Boutin, 2011). The
level of satisfaction of service users’ effect revenue of business in both negative and positive
manner. According to Kassim and Asiah Abdullah, 2010, “a high level of customer satisfaction has
5

minimized negative word of mouth of publicity of companies” (Kassim and Asiah Abdullah, 2010).
This thing has increased repeat purchase of consumers.
Factors that influence the customer satisfaction
As per the Ryu, Lee and Gon Kim, 2012.“there are different factors which has made impact
on customer satisfaction of the consumers” (). Service quality, prices, complaints management,
previous usage experience etc some major elements which gives shape to the satisfaction level of
the service users either in positive or negative manner. In the context of airline industry of the UK,
these factors have important for the organizations to ensure the satisfaction level of travellers. In the
present time, airline companies are focusing on improving the quality of services so that they can
able to meet the customers’ satisfaction in more effective manner. Along with this, they have tried to
offer various discounts on services so that footfall of travellers can be increased within a small time
frame. Many of the airline firms are offering low cost prices to the UK students to travel. This has
influenced them to repurchase the same airline services in near future (Beard, 2014). Further, the
complaints handling process of airline industry has improved with time and this has one of the
reasons which have responsible to enhance student satisfaction level at significant level.
1.4 Research project specification
In order to conduct the investigation within the context of the main factors that impacting
customer satisfaction in easyJet, the researcher will use some research methodologies. Chosen
research methods for the present study with proper justification are as follows:
Research philosophy: It allows the researcher to comprehend defined research issues in
deep and systematic way. On the basis of the nature of the study, the scholars can either select
interpretivism or positivism research philosophy. When a research is based on subjective concept
than to understand findings and theories, interpertivism research philosophy is taking into the
consideration. While, when a study conduct with the help of setting of some objectives in order to
address the aim then the researchers use positivism research framework (Fiegen, 2010). The current
investigation will organize for easyJet with aim of study the main factors that impacting customer
satisfaction. In this context, the scholar will prepare some objectives and on this basis of this,
positivism research philosophy will be used. With the help of this, the investigator will understand
various concepts related to customer satisfaction and its importance for airline industry of the UK
(Research Methodology, 2015).
Research approach: When a research problem analyse either with the use of theory or by
testing of a hypothesis than the researchers adopt a particular research approach. By considering
this need, this divides into two types i.e. the main factors that impacting customer satisfaction.
6

When the investigator frames research questions with the aim of attaining research aim then
inductive research approach takes into the consideration. On the other hand, when there is an
existence of hypothesis in the research then deductive approach use (Flick, 2011). In this context,
for the present investigation, the researcher will prepare few research questions and by
consideration this, inductive research approach will be used. With the application of this, the scholar
will able to find the factors which highly influence customer satisfaction in airline industry of the
UK.
Research technique: It facilitates the researcher to evaluate the collected data in right
format. For this, they can take help of qualitative or quantitative research techniques on the basis of
the nature of the study (Garner and Scott, 2013). The present study based on study main factors that
impacting customer satisfaction in the context of easyJet. By considering the nature of the
researcher, the researcher will follow qualitative research technique because the collected
information will be in the form of numerical and to analyse them, a qualitative tool will be required.
The generated outcomes with the help of following research technique, the scholar will determine
factors that influence customers’ satisfaction level (Wyse, 2011).
Data collections: By keeping the aim of the current study, the researcher will adopt primary
and secondary data collection methods. In primary data collection technique, a structured
questionnaire will prepare which include both open and close ended questions. The questions will
relate to find the factors which are important for easyJet to meet the customer satisfaction level.
While, in secondary data collection, the scholar will collected information from company website,
customer service department of firm, blogs, customer review website, books, journals, previous
research studies on customer satisfaction level and other related articles (Gay, Mills and Airasian,
2011).
Sampling: To collect primary information, the researcher will select random sampling. The
reason is it will overcome biasness issue at the time of primary data collection. It will provide equal
opportunities to all respondents to being a part of investigation. In this context, the sample sizes for
the research will 45 UKCBC students and this will represent entire population of UKCBC students.
These respondents will those students who at least one time use easyJet services due to any purpose.
1.5 Appropriate plan and procedure for the agree research specification
The present study is conducting on to study the main factors that impacting customer
satisfaction within the context of easyJet airline, UK. To attain the objectives and find the answers
of research questions, the researcher will prepare an action plan and procedure on the basis of the
agree research specification (Kumar, 2014). In this, every activity of plan will contain specific time
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frame and all events will interdependent on each other. This research plan will be presented with the
help of Gantt Chart which is as follows:
Activity/Week 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
Selecting research problem
Working on research proposal
Formulation of aim and setting of
objectives
Conducting research on developing
research background
Choosing research frameworks on the
basis of nature of investigation
Collecting data from primary and
secondary sources
Assessment of collection data with
data analysis tools
Interpreting gather information and
generate outcomes
Drawing conclusion on the basis of
findings and stating recommendations
Submitting draft report
Making changes in research as per the
feedback comments
Final Submission
TASK 2
2.1 Match resources efficiently to the research question
To complete the present investigation and answer research questions, the scholar has been
considered three resources and these are human resources, finance and time. During the research,
the researcher has consulted with the experts and other researchers regarding the study such as data
collection methods, methods of data analysis, structure of questionnaire and nature of the questions
etc. To finish entire study, there have a limited time in front of the researcher and for this; whole
duration has divided into the 16 weeks so that work can be completed within the given time frame.
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While, for various research activities, the scholar has required some funds such as preparing and
printing questionnaires, purchase data assessment tool, travelling costing, take membership of
different research websites to get the access of information etc (McMillan and Schumacher, 2014).
2.2 Undertaking the proposed research investigation in accordance with the agreed specification and
process
For the present research, the researcher has been executed the research plan as per the
defined specifications. In this context, the scholar has established contact with UKCBS university
students and has communicated the aim of conducting the investigation. After that, by collecting
email address of those students who at least use easyJet services once, the investigator has sent
questionnaire to them. By collecting all responses, the researcher has analysed the primary
information with the help of data analysis tools and has developed a well define conclusion.
2.3 Recording and collecting data from participants from the questionnaire
Theme 1: Different educational courses pursing by students in UKCBC University.
Please select the educational course which you are pursuing in
UKCBC university? Frequency
Diploma in accounting 5
Diploma in Law 10
Diploma in Marketing 6
Diploma in Computing and Systems Development 7
Diploma in Travel and Tourism Management 9
Diploma in Health and Social Care 8
Theme 2: Students have used easyJet airline service one to two times in every three months.
How frequently, you are using airline services of easyJet? Frequency
Once in a month 11
One to two times in a month 9
One to two times in every three months 15
One to two time in every six months 7
Still not use 3
Theme 3: easyJet has provided the quality airline services to its customers during the travelling.
easyJet has provided the quality airline services to its customers
during the travelling? Frequency
Strongly agree 11
Agree 19
Neutral 4
Disagree 7
Strongly disagree 4
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Theme 4: Low cost flight prices and Value added services are the two factors which have
encouraged students to use easyJet services.
On the basis of your past experience, which of the factor
encourages you to again buy easyJet service? Frequency
Quality of airline services 9
Low cost flight prices 16
Good brand image 6
Value added services 14
Theme 5: To improve customer repurchase decision and to gain customer loyalty are two
important reasons which shows customer satisfaction element becomes imperative for easyJet.
For which reason, customer satisfaction element becomes
important for easyJet? Frequency
To improve customer repurchase decision 14
To gain Customer loyalty 11
To create a point of variation 9
To decrease customer churn rate 4
To decrease negative word of mouth publicity 7
Theme 6: Majority of students will like to re buy airline services of easyJet in the near future on
the basis of their past experience.
By considering past experience with easyJet, will you like to re
buy airline services of company in the near future? Frequency
Positively will 24
Perhaps will 12
Might or Might not 9
Theme 7: Class mates and roommates are two groups whom students will like to recommend
airline services of easyJet in the future on the basis of themselves past experience.
By considering past experience with easyJet, to whom you will
like to recommend airline services of company? Frequency
Class mates 16
Roommates 13
Friends 9
Family members 4
No one 3
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TASK 3
3.1 Using appropriate research evaluation techniques with justifications
In order to assess the collected data of a research, there are two options available for an
investigator: formative and summative research evaluation. For the present investigation, the
researcher has been used formative research evaluation tool because to make sure that gather
information is reliable and valid.
3.2 Interpretation and analysis the results in terms of original research specifications
Theme 1: Different educational courses pursing by students in UKCBC University.
Findings and analysis: From the presented outcome in graph, the researcher has tried to
find out the educational courses respondents who have been used easyJet airline. The collected
information has stated that number of Diploma in Law students have greater than Diploma in Travel
and Tourism Management. In the same, the number of respondents who are pursuing Diploma in
Health and Social care from UKCBC University has 8. On the other hand, frequency of students to
opt Diploma in Computing and Systems Development course has 7. While, number of students
registered in Diploma in Accounting and Diploma in Marketing has 5 and 6 respectively. The
reason of explore this information by the scholar has to found the characteristics of respondents.
Theme 2: Students have used easyJet airline service one to two times in every three months.
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Findings and analysis: In order to attain third objective of the investigation, the researcher
has included this question into the questionnaire. From the gather primary information, it has been
determined that 15 respondents were those who have used easyJet airline services one or two time
in every three months. While 11 were those responders who have travelled from easyJet once in a
month. On the other hand, 9 respondents have travelled from cited company one to two times in two
months. Further, 7 responders have used organization airline services one to two times in every six
months. But 3 were those ones who have still not used easyJet. From the above discussion and
findings, it has been clear that the numbers of students have higher who has travelled once in a
month rather than travel one or two time in every three months.
Theme 3: easyJet has provided the quality airline services to its customers during the travelling.
Findings and analysis: To find the customer satisfaction level from airline services of
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easyJet, the researcher has involved the following question. The collected data from UKCBC
students have shown that 19 respondents have agreed from asked statement of the scholar. In the
same, 11 responders have also supported the following question. On the other hand, 4 responders
have neither in favour or in oppose of statement. While, 7 respondents have disagree that easyJet
has provided the quality airline services to its customers during the travelling. Along with this, 4
have given same response on that question. Therefore, from the above discussion, it has been
concluded that UKCBC students have agreed that easyJet has provided the quality airline services
to its customers during the travelling.
Theme 4: Low cost flight prices and Value added services are the two factors which have
encouraged students to use easyJet services.
Findings and analysis: In order to attain research objective i.e. categorize factors which
highly influence customer satisfaction in airline industry of the UK, the scholar has included this
into the questionnaire. On the basis of collected information, it has been found that 16 responders
have selected low cost flight prices as a factor that influences them to buy easyJet services. But 14
responders have considered value added services as an encouraging element to use cited firm airline
services time to time. The rest of responders have chosen quality of airline services and good brand
image as factors which have encouraged them to use easyJet services. From the above discussion,
the researcher has been concluded that low cost flight prices and Value added services are the two
features which have fortified students to use cited company offer services.
Theme 5: To improve customer repurchase decision and to gain customer loyalty are two
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important reasons which shows customer satisfaction element becomes imperative for easyJet.
Findings and analysis: To achieve objective regarding importance of customer satisfaction
for airline industry of the UK, the researcher has prepared question on this. In this context, 14
responders have thought that improve customer purchase decision is the reason which shows
consumer satisfaction is important for easyJet. 11 respondents have voted to gain customer loyalty
as an important element of which essential for cited firm. On the other hand, 9 have selected created
a point of variation in the context of asked question by the researcher. From the above discussion, it
has been concluded that to improve customer repurchase decision and to gain customer loyalty are
two important reasons which shows customer satisfaction element becomes imperative for easyJet.
Theme 6: Majority of students will like to re buy airline services of easyJet in the near future on
the basis of their past experience.
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Findings and analysis: The above graph represents that 24 respondents will like to re buy
airline services of easyJet in the near future on the basis of their past experience. While, 12
respondents have chosen perhaps will option in the context of stated statement. On the other hand, 9
have not sure that they will use cited firm airline services in the future or not. Hence, from above
discussion, it has been concluded by the researcher that majority of students will like to re buy
airline services of easyJet in the near future on the basis of their past experience
Theme 7: Class mates and roommates are two groups whom students will like to recommend
airline services of easyJet in the future on the basis of themselves past experience.
15

Findings and analysis: On the basis of line graph, it has determined that 16 respondents will
recommend easyJet to their class mate while 13 will suggest their roommates to use cited frim
airline services in future to travel. On the other hand, 9 respondents have endorsed their friends to
use company offer services. By concluding the above discussion, the researcher has stated that
Class mates and roommates are two groups whom students will like to recommend airline services
of easyJet in the future on the basis of themselves past experience.
3.3 Recommendation and further research areas
Recommendation
easyjet should adopt some unique ways by which customer satisfaction level can be
effective improved. In this direction, few recommendations are as follows:
 Company should measure customer satisfaction by taking feedback, establishing contact on
social media, review websites etc. This will help in reducing the number of unhappy service
users.
 easyJet should use different digital media sources by using customer satisfaction level can
easily monitor and track (Agbor, 2011).
Further research area
In the future, similar research can be conducted within the context of any other university of
the UK. Along with this, it can be carried out for any other airline of the UK to determine the
customer satisfaction level. On the other hand, further research area for determine customer
16

satisfaction can be organized on a single influencing factor. Further, same study can be performed
for disable people to find their satisfaction level within the context of easyJet.
TASK 4
4.1 Presentation of outcomes
17

18

REFERENCES
Books and Journals
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Sage publications.
Daniel, S. P. and Sam, G. A., 2011. Research Methodology. Gyan Publishing House.
Davaa, E., Safari, M., Randjbaran, E. and Randjbaran, S., 2016. The Factors That Influence
Customer Satisfaction Level in the Mongolian Banking Industry. Journal of Insurance and
Financial Management, 1(3).
Deng, Z., Lu, Y., Wei, K.K. and Zhang, J., 2010. Understanding customer satisfaction and loyalty:
An empirical study of mobile instant messages in China. International journal of
information management, 30(4), pp.289-300.
Eid, M.I., 2011. Determinants of e-commerce customer satisfaction, trust, and loyalty in Saudi
Arabia. Journal of electronic commerce research, 12(1), p.78.
Fiegen, M. A., 2010. Systematic review of research methods: the case of business instruction.
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Flick, U., 2011. Introducing Research Methodology: A Beginner's Guide to Doing a Research
Project. SAGE.
Flint, D.J., Blocker, C.P. and Boutin, P.J., 2011. Customer value anticipation, customer satisfaction
and loyalty: An empirical examination. Industrial Marketing Management, 40(2), pp.219-
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Garner, R. and Scott, G. M., 2013. Doing qualitative research: designs, methods, and techniques.
Pearson Education.
Gay, L. R., Mills, G. E. and Airasian, P. W., 2011. Educational research: Competencies for analysis
and applications. Pearson Higher Ed.
Gouws, N., 2012. Identifying factors that influence customer retention in a South African retail
bank (Doctoral dissertation, North-West University).
Hwang, J. and Zhao, J., 2010. Factors influencing customer satisfaction or dissatisfaction in the
restaurant business using AnswerTree methodology. Journal of Quality Assurance in
Hospitality & Tourism, 11(2), pp.93-110.
Kassim, N. and Asiah Abdullah, N., 2010. The effect of perceived service quality dimensions on
customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural
analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), pp.351-371.
Kriz, A., Gummesson, E. and Quazi, A., 2013. Methodology meets culture: Relational and Guanxi-
oriented research in China. International Journal of Cross Cultural Management.
Kumar, R., 2014. Research Methodology: A Step-by-Step Guide for Beginners. SAGE.
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McMillan, J. H. and Schumacher, S., 2014. Research in education: Evidence-based inquiry. Pearson
Higher Ed.
Ryu, K., Lee, H.R. and Gon Kim, W., 2012. The influence of the quality of the physical
environment, food, and service on restaurant image, customer perceived value, customer
satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality
Management, 24(2), pp.200-223.
Vazifehdust, H. and Farokhian, S., 2013. Factors influencing customer satisfaction with the success
factors identified in the insurance industry. African Journal of Business Management, 7(21),
p.2026.
Online
Agbor, J., 2011. The Relationship between Customer Satisfaction and Service Quality: a study of
three Service sectors in Umeå. [PDF]. Available through:
<http://umu.diva-portal.org/smash/get/diva2:448657/FULLTEXT02.pdf>. [Accessed on 18th
December 2016].
Beard, R., 2014. Why Customer Satisfaction Is Important (6 Reasons). [Online]. Available through:
<http://blog.clientheartbeat.com/why-customer-satisfaction-is-important/>. [Accessed on 18th
December 2016
Research Methodology. 2015. [Online]. Available through:
<http://www.humanities.manchester.ac.uk/studyskills/assessment_evaluation/dissertations/
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[Online]. Available through: <http://www.snapsurveys.com/blog/what-is-the-difference-
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APPENDIX
Demographic information
Name: ___________________
Age: ______________
Gender: _____________________
1. Please select the educational course which you are pursuing in UKCBC university?
 Diploma in accounting
 Diploma in Law
 Diploma in Marketing
 Diploma in Computing and Systems Development
 Diploma in Travel and Tourism Management
 Diploma in Health and Social Care
2. How frequently, you are using airline services of easyJet?
 Once in a month
 One to two times in a month
 One to two times in every three month
 One to two time in every six month
 Still not use
3. easyJet has provided the quality airline services to its customers during the travelling?
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
4. On the basis of your past experience, which of the factor encourages you to again buy easyJet
service?
 Quality of airline services
 Low cost flight prices
 Good brand image
 Value added services
5. For which reason, customer satisfaction element becomes important for easyJet?
 To improve customer repurchase decision
 To gain Customer loyalty
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 To create a point of variation
 To decrease customer churn rate
 To decrease negative word of mouth publicity
6. By considering past experience with easyJet, will you like to re buy airline services of company
in the near future?
 Positively will
 Perhaps will
 Might or Might not
7. By considering past experience with easyJet, to whom you will like to recommend airline
services of company?
 Class mates
 Roommates
 Friends
 Family members
 No one
9. Please provide your important opinion by which easyJet can able to customer satisfaction level
with more effective way in the near future.
_______________________________________________________________________________
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