Customer Satisfaction Analysis: Digital Marketing at Easy Jet - Report

This report investigates the influence of digital marketing on customer satisfaction, focusing on Easy Jet as a case study. The research methodology includes an exploratory design, an inductive research approach, and data collection through questionnaires, supplemented by secondary sources such as books and online articles. The study involved 20 students from UKCBSC. The analysis reveals that Easy Jet utilizes digital marketing to provide information, offer discounts, and enhance customer satisfaction. Key findings indicate that digital marketing plays a crucial role in disseminating information and increasing user satisfaction, with the company employing various digital channels, including websites, email, and mobile advertising. The report concludes that digital marketing significantly contributes to customer satisfaction and recommends that the company conduct continuous market research to understand customer needs, develop targeted mobile marketing messages, and introduce new promotional content to influence purchase decisions. The report highlights the importance of digital marketing in the airline industry for enhancing customer satisfaction and providing better services.

RESEARCH PROJECT
TASK 4

Aim and objective
 Aim
 To analyze the impact of digital marketing in enhancing customer satisfaction: A case
study on Easy Jet
 Objectives
 To identify the impact of digital marketing in enhancing customer satisfaction of Easy
Jet
 To evaluate the link between digital marketing and customer satisfaction
 To identify the importance of digital marketing on customer satisfaction
 To recommend different ways through which Easy Jet can make the customer satisfied

Research methodology
 Research design: Exploratory
 Research approach: Inductive
 Data collection: primary (Questionnaire),
Secondary (books, journals as well as
online articles)
 Sampling: 20 students of UKCBSC
 Data analysis: Qualitative

Theme 1: Easy Jet provides information through digital marketing
Yes No
0
2
4
6
8
10
12
14
16
18
Does Easy Jet provide information through digital marketing?
No of respondents

Theme 2: Discount offers and different schemes are provided on digital media
Different schemes Discount offers Both
0
1
2
3
4
5
6
7
8
9
No of respondents

Theme 3: Digital marketing helps in enhancing customer satisfaction
Strongly agree Agree Neutral Disagree Strongly
disagree
0
1
2
3
4
5
6
7
No of respondents

Theme 4: Company’s website are used for providing information to the
customer
E-mail Company’s
website
Mobile Display
advertising
0
1
2
3
4
5
6
7
8
9
10
No of respondents

Theme 5: Information shared through digital marketing is beneficial
Yes No
0
2
4
6
8
10
12
14
16
18
No of respondents

CONCLUSION
From this report it can be concluded that digital marketing plays an important role in
enhancing the customer satisfaction. This is because through this medium the
passengers get all the information. This helps in increasing the satisfaction of the
users. They do not have to go anywhere and at home they get the data. Besides
this, another reason for increasing the satisfaction can be referred as the easy jet
does not use a single medium to market their activity but they use different
medium for it. This gives customers choices and it adds to the satisfaction level.
So from the report, it can be derived that there are many reasons as why the
digital marketing is important for the increasing the customer satisfaction.

Recommendations
 On continuous basis company must carry
out market research so as to know about
actual need and requirement of its target
market and on the basis of this mobile
marketing message must be developed.
 Time to time new and creative message
must be introduced so that purchase
decision must be influenced

THANK YOU