Research Project: Enhancing Customer Satisfaction at Easyjet

This report presents a research project analyzing customer satisfaction at Easyjet. The study aims to identify ways to enhance customer satisfaction, focusing on factors such as pricing, food services, and employee service. The research utilizes a case study approach, incorporating both primary and secondary data sources, including literature reviews, surveys, and interviews. The report outlines the research methodology, including the research philosophy (positivism), approach (deductive), and data analysis techniques (qualitative). Key findings reveal areas where Easyjet can improve, such as food quality and service accuracy. The report offers recommendations for enhancing customer satisfaction and improving the overall customer experience, emphasizing the importance of understanding customer needs and expectations. The research includes a detailed table of contents, introduction, methodology, findings, and conclusion, providing a comprehensive overview of the research process and outcomes.

Research Project

Table of Contents
Research Title .................................................................................................................................1
INTRODUCTION...........................................................................................................................1
TASK 1 ...........................................................................................................................................1
1.1 Formulate and record possible research project outline specifications............................1
1.2 Identify the factors that contribute to the process of research project selection..............2
1.3 Critical review of the key references................................................................................2
1.4 Research project specification .........................................................................................3
1.5 Appropriate plan and procedure for the agreed research specification............................4
TASK 2............................................................................................................................................6
2.1 Match resource efficiently to the research question.........................................................6
2.2 Proposed research investigation in accordance with the agreed specification and
procedures...............................................................................................................................7
2.3 Record and collate relevant data where appropriate.........................................................8
TASK 3..........................................................................................................................................12
3.1 Appropriate research evaluation techniques...................................................................12
3.2 Interpretation and analysis of the outcome.....................................................................14
3.3 Recommendations and justification for further consideration.......................................15
TASK 4..........................................................................................................................................16
4.1 Presenting outcomes.......................................................................................................16
CONCLUSION..............................................................................................................................16
REFERENCES..............................................................................................................................17
Appendix........................................................................................................................................19

Research Title
“To analyze the ways through which customer satisfaction ratio can be enhanced: A case study
on Easyjet”.
INTRODUCTION
Research Proposal is a concise document that focuses on specific research title and
according to that the entire research work can be done. The present study has been made on
analysing the ways through which customer satisfaction ratio of Easyjet can be enhanced. Thus,
in this respect secondary sources have been utilized which is also useful in showcasing the
efficacy of research work (Steven, Dong and Dresner, 2012). Furthermore, primary sources are
also utilised in the research work wherein data has been collected from the employees of Easyjet
regarding ways for maximizing the ratio of customer satisfaction. Information about several
factors are also mentioned in the study that will assist the researcher to select the particular
project. Further, while analysing the research findings, Qualitative method has been selected. At
the same time, various methods have been utilized for the purpose of reaching towards the
research aim and objectives.
TASK 1
1.1 Formulate and record possible research project outline specifications
Aim
“The main aim of the present research study is to analyze the ways through which
customer satisfaction aspects could be enhanced: A case study on Easyjet”. In the present case
Easyjet has been selected because the entity is experiencing various issues related to customer
management.
Objectives
 To ascertain the importance of customer satisfaction
 To analyse the ways to enhance customer satisfaction To identify the impact of customer satisfaction on company’s performance and
productivity.
Research questions
 What is the importance of customer satisfaction in the business entity?
 Which methods can be adopted to enhance customer satisfaction aspects?
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 What is the impact of customer satisfaction on company’s performance?
In order to complete the section of literature review, several secondary sources have been
utilized and words of author and scholars have been used subsequently. Further relevant and
appropriate tools will be used to enhance the feasibility aspects of the research work. This is
enables to make proper evaluation of data this is collected by the researcher. Further, it is useful
for the researcher to make arrangement of diverse resources so that the entire research work can
be completed effectively (.Baker, 2013). Thus, along with financial resources, researcher will
have requirement of physical resources as well. There are different set of activities that to be
developed and for each one it is important to plan for finance so that they will be able to
complete the activities effectively and efficiently.
1.2 Identify the factors that contribute to the process of research project selection
At the time of selecting the research topic, researcher has gone through with several
topics; hence after analysing the feasibility of the topic, this particular topic has been selected.
Due to huge availability of data, researcher emphasized on this subject matter and alongside,
researcher also focused on bringing more success to the research work (Shanka, 2012). However,
researcher had availability of other topics as well; but this one has been selected due to
availability of relevant and authentic data. There are different type of research that has been done
by different authors and they all are helpful to conduct the research and to get relevant
information and data. Area of interest was another important factor that drove researcher to
select the topic. There are various factors due to which customers satisfaction level gets affected.
This area of study is very interest as it involves understand them and make use of different
strategies so that level of satisfaction can be raised.
1.3 Critical review of the key references
Several secondary studies have been utilized in the present research work which helped
in completing this section. Books, journals and articles have been reviewed for the purpose of
formulating the section of literature review. This can be determined as part that enables to
provide adequate information about the research topic. There are many researches which are
conducted by different researchers who have helpful make others understand the customer
satisfaction.
According to Archana and Subha, (2012) ultimate aim of any organization is gain
maximum profit. This is only possible when companies understand needs and requirement of
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customers. There are different set of organizations which deliver their service users with similar
products and services. With raise in competition, it affects the growth and profitability. As per
Hussain, Al Nasser and Hussain, (2015) there are certain factors that are considered by
consumers and when these are satisfied, then they get satisfied. In this context, it includes factors
like price, quality, motivation, quantity, etc. Among all these buying behaviour of customers gets
affected with the services that are delivered by the firm. When services are not delivered by the
organization, then they do not get to achieve their desired goals and objectives. However, price
can be determined as one of the main factors that affects the level of customers satisfied.
Ahmad, Wasay and Jhandir, (2012) stated that workers are the face of organization. They
are the one who present the services to customers. When they are not able to present the services,
then they will not be able to provide satisfy their customers. Unskilled words, affect negatively
towards the satisfaction level and growth of the organization.
According to Chow, (2014) customer satisfaction is important because it provides the
business entities with a metric through which they can manage and improve their existing
business activities. It is also considered as a leading indicator that helps the consumer to
repurchase the products on repeat basis. However, on the other hand, it can be said that quality
plays crucial role in managing customer satisfaction. Customers always tend to use quality
products and services and that drives them to enhance the frequency of purchase. Customer
satisfaction is important for the business entity because that develops the competency along with
greater market share (de Oña and de Oña, 2014). Customer satisfaction is essential for the
business entity as that enhances the scope of success and greater profitability.
1.4 Research project specification
In order to conduct the research study, researcher has utilized several tools and methods
which is also useful for the purpose of reaching towards the research aim. The methods that will
be used in the study are discussed as under:
 Under data collection, primary and secondary both the sources will be utilized so that
suitable data about the subject matter can be selected. With the help of proper both the
sources, authentic and quality data will be collected.
 In terms of research approach, researcher will be selecting Inductive research approach
because it starts with observations and theories are proposed towards the end of the
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research process. It will also be selected since it involves different search patterns for
developing suitable explanation.
 Interpretivism philosophy will be used in the present study wherein researcher is deeply
involved in interpreting the elements of the study. It will be selected because it is
integrates human interest into a study (Sun and Kim, 2013). Since, it focuses on meaning;
hence multiple methods are employed to reflect different aspects of the issue.
 In order to analyze the data, Qualitative technique will be utilized. Charts, tables and
diagrams will be prepared for the purpose of reflecting the responses collected by the
participants.
1.5 Appropriate plan and procedure for the agreed research specification
Activity Week
1
Week
2
Week
3
Week
4
Week
5
Week
6
Week
7
Week
8
Week
9
Week
10
Writing
Research
Proposal
Reading
various
literature
Finalizing
the aims
and
objectives
Draft
literature
review
Collect
secondary
data
Analyze
secondary
data
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Develop
research
approach
Draft
research
methodolo
gy
Develop
questionna
ire
Arrange
the
interview
Conduct
the
interview
Accumulat
e the data
Draft
Findings
Analyze
data
Complete
remaining
chapters
Submit it
to tutor
and await
for
feedback
Revise the
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draft
Print and
bind
Submit
According to the activities mentioned in the Gantt chart, researcher will be carrying out
the activities accordingly. All the stages will be properly monitored so that the areas of
modifications can be identified. The entire proposal is expected to be finished within the period
of 10 weeks which will also assist the investigator to consider each and every aspect of the
subject matter in detail manner. The entire plan will be continuously monitored by the
investigator so that further changes could be made accordingly.
TASK 2
2.1 Match resource efficiently to the research question
In order to conduct the research in an effective manner, there are two different type of
sources that will be used. So as to carry out the research, there are two type of resources that are
used. These are primary and secondary source which are helpful enough to carry out the
research. Among these primary sources is collected with the help of questionnaire, interview, etc.
(Baumann, Elliott and Burton, 2012). Among these different tools, questionnaire will be selected
to gather adequate information about the research. More specifically, 20 UKCBC students are
selected for collecting information. Further, there will be both open ended and closed questions
that will be included in the questionnaire. On the other hand, secondary source is something
which collected with the help of articles, online websites, journals, etc. Both primary and
secondary sources are considered to be research sources and research questions are the
answerable inquiry into specific issue. Apart from all these, it is important that the researcher
have financial support so that they will be able to conduct the research in effective manner.
Research questions can be determined as a statement that is helpful to identify main
course of study. To come up with an appropriate outcome for the research, it is essential to have
suitable research question. This is helpful to achieve the aim and objectives of the research in an
effective manner. Customers can be determined as the essential source that enable to
organization to gain maximum profit. In this context, with the help of research questions, one is
able to get come up with appropriate outcome the current research. With this respect, it can also
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be stated that there is a close relationship between performance of employees customer
satisfaction (Raithel, Sarstedt and Schwaiger, 2012). Further, there is price as an essential factor
because of which the buying behaviour of customers get affected. Below given are the research
objectives for the current study:
 To ascertain the importance of customer satisfaction
 To analyse the ways to enhance customer satisfaction
 To identify the impact of customer satisfaction on company’s performance and
productivity.
Below given are the research question for the same:
 What is the importance of customer satisfaction ?
 What are the ways to enhance customer satisfaction ?
 What is the impact of customer satisfaction on company’s performance and
productivity ?
From the above given objectives, research will be able to identify the needs and
requirement of customers in context getting satisfaction. With this respect, it is important the
organization understand their areas in which they need to make improvement. This way they will
be able to make sure that customer's satisfaction level is raised and this will also raise the
profitability and sales.
2.2 Proposed research investigation in accordance with the agreed specification and procedures
In order to conduct the research in an effective. Investigator will make sue of both
primary and secondary sources. This will help to know the information that is already collected
by some other researchers and this is stated to be secondary sources. In this context, it includes
articles, internet websites, journals, etc. (Raithel, Sarstedt and Schwaiger, 2012). On the other
hand, to collect primary information, researcher will develop questionnaire and about 20
UKCBC students will be selected. With the help of questionnaire, investigator will be able to
determined the factors because of which customers get satisfied or the other issues due to which
they get dissatisfied. Questionnaire will include all the question with the help of which customers
aim and objectives will be achieved. There are different set of factors due to which customers get
dissatisfied or satisfied. With this respect, all the factors are listed out in the questionnaire.
Moreover, with the help of questionnaire, researcher will be able to identify the main factor that
affects the most for customers satisfaction. The questionnaire has both opened and closed ended
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question. Different people have diverse set of perception over the services that they get from
different organization. The selected respondents will be help enough to know their perception of
services that are delivered by Easyjet. There are different areas that customer consider as they are
the one who make use of the services and they and they know better regarding the issues that are
faced by them. Improvements can be make by organization as per the data that is collected from
questionnaire that is filled up by 20 UKCBC students. There are different type of responses that
will be given by thee students. However, to come up with appropriate outcome for the research
objectives researcher will make use of thematics as it include graphs and statistic information
through which information will be evaluated.
2.3 Record and collate relevant data where appropriate
In accordance with the data collected, below given are the responses of 20 UKCBC
students. This part of research will identify the reasons for the factors that affects the customer's
satisfaction level.
Theme 1: The main purpose of taking flight
What is the main purpose of taking flight? Frequency
Business trip 2
Vacation 8
Visit relatives and families 7
Others 3
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Theme 2: Affordable price of the air ticket
Where the price of ticket affordable? Frequency
Yes 12
No 8
9
2
8
7
3
Business trip
Vacation
Visit relatives and families
Others
Yes No
0
2
4
6
8
10
12
14
12
8
Frequency

Theme 3: Information about the fare given were accurate
Was the information about the fare given were accurate? Frequency
Yes 7
No 13
Theme 4: All the information about the flight from our helpline number
Did you get all the information about the flight from our helpline number? Frequency
Yes 8
No 12
10
Yes No
0
2
4
6
8
10
12
14
7
13
Frequency