Research Project: Easy Jet Training and Customer Loyalty Analysis

This research project delves into the critical role of employee training and development in fostering customer loyalty and satisfaction within the airline industry, with a specific focus on Easy Jet. The project begins with an overview of the research, highlighting its significance and outlining the research aim, objectives, and key research questions. The literature review explores the effectiveness of training and development activities, the tools and techniques for achieving customer satisfaction, the importance of training in cultivating satisfied customers, and ways firms can enhance productivity and gain a competitive edge. The research methodology chapter details the investigation types, research design, philosophy, approach, data sampling, and analysis methods, as well as ethical considerations. The data analysis section presents the findings, followed by recommendations and a conclusion. The project emphasizes the importance of training in equipping employees with the necessary skills and knowledge to meet customer needs, thereby enhancing overall business performance and customer satisfaction. The research also addresses potential problems faced during the research process, such as time constraints and data collection challenges. The report concludes with a discussion on how Easy Jet can improve its training programs to maintain its competitive advantage and build strong customer relationships.

RESEARCH
PROJECT

Table of Contents
TITLE:.............................................................................................................................................1
CHAPTER 1....................................................................................................................................1
INTRODUCTION...........................................................................................................................1
1.1 Overview of research............................................................................................................1
1.2 Significance of research........................................................................................................1
1.3 Research aim.........................................................................................................................2
1.4 Research Objectives..............................................................................................................2
1.5 Research Question.................................................................................................................2
CHAPTER 2....................................................................................................................................3
LITERATURE REVIEW................................................................................................................3
2.1 Introduction...........................................................................................................................3
2.1 Effectiveness of organising training and development activities by easy Jet.......................3
2.2 Tools and techniques which are beneficial in achieving customers satisfaction..................3
2.3 Importance of training activities for achieving satisfied customers......................................5
2.4 Different ways by which firms can enhance their overall productivity thus achieving
competitive gains at market place...............................................................................................5
CHAPTER 3....................................................................................................................................7
RESEARCH METHODOLOGY.....................................................................................................7
3.1 Introduction...........................................................................................................................7
3.2 Types of investigation...........................................................................................................7
3.3 Research Design....................................................................................................................7
3.4 Research Philosophy.............................................................................................................8
3.5 Research Approach...............................................................................................................8
3.6 Data Sampling.......................................................................................................................8
3.7 Data Analysis........................................................................................................................8
3.8 Ethical Consideration............................................................................................................9
CHAPTER 4..................................................................................................................................10
DATA ANALYSIS........................................................................................................................10
CHAPTER 4..................................................................................................................................21

Recommendation & Conclusion....................................................................................................21
REFERENCES................................................................................................................................1

TITLE:
To evaluate various training and development necessity for employees in order to gain
customer loyalty and satisfaction in airline industry. A case study on easy Jet.
TASK 1
INTRODUCTION
1.1 Overview of research
Customers are the most important players for growth and success of overall industry. In this
modern world all the firms are focused on achieving competitive gains by satisfying their
potential customers as the products are manufactured according to their choices. Managers at
work place should develop plans in order to provide quality products to all their customers thus
retaining their loyalty for long time durations. Employees ta work place should have adequate
skill and knowledge by which they can serve all their customers thus gaining satisfied customers
who will not be buying products from other rivalries (Dolatabadi and et. al., 2014). There can be
various training sessions organised in order to make the workers familiar with the working so
they can serve the customers according to their requirements thus gaining competitive
advantages.
1.2 Significance of research
The present research is based on analysing satisfaction level of customers if firms are offering
them quality products. As there is increased in competition in every sector so firms are mainly
focusing on manufacturing goods according to need and wants of all their potential customers.
Easy jet are providing services to their customers all around the globe and they are organising
various development activities in order to make their workers perfect in overall business
activities. These firms are offering services to all customers at very economical prices and are
also focused on safety aspects of all their customers in order to develop strong images at market
places. In order to achieve competitive gains firms are maintaining good relations with all their
customers and this help them to maintain good positions at market places. Training is the most
important factor which helps employees to achieve effectiveness in their overall working. The
major responsibility of higher authorities are linked with providing effective training to all their
workers in order to achieve all their business goals and objectives and this is the most vital factor
which helps firms to establish strong images at market places (Al Dhaheri and Bilal, 2013).
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Thus it is analysed that the most important factor in order to achieve customer satisfaction is
related with offering them quality products thus retaining their loyalty aspects for long time.
1.3 Research aim and objectives
The main of the present research is related with evaluating various training and
development necessity for employees in order to gain customer loyalty and satisfaction in airline
industry. A case study on easy Jet. This is the most important part of research which is based on
analysing different tools by which customers can be easily satisfied thus firms can easily achieve
competitive gains at market places.
The main research objectives by which all the operations can be carried out in effective
and planned ways are described below as:
To analyse effectiveness of organising training and development activities by easy Jet?
To determine various tools and techniques which are beneficial in achieving customers
satisfaction.
To evaluate importance of training activities in order to gain satisfied customers?
To asset different ways by which firms can enhance their overall productivity thus
achieving competitive gains at market place?
Problem Statement
When conducting a research , investigator have to face many disputes and problems
which are unknown in nature. Rising of issues at anywhere and anytime, that's why it is
necessary for researcher for a back up plan for overcoming from the disputes and conflicts affect
a companies work. Researcher having a less duration of time and it became very difficult to
gather a proper information in a appropriate way. Activities of researcher consume lots of time
and it is most effective role for completing of work. It face a issue at a time when information
and data is collected through candidates.
1.4 Rational of the study
Considering of researcher find out the aim of research work or way they have to give
value to a parties who are relevant. Consider of research regarded as a nature value for a some
purpose. It is important for researcher for determining behind a rationale for organising a
specific work of research. The major focus of Easy jet are related with providing effective and
quality service products to all their customers in order to build strong images in customers mind
as this factor helps them to achieve competitive gains. The firms are having their services all
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around the globe and this is the most important factor which helps them to achieve higher
profitability from their overall operations. The major business objectives of firms are linked with
providing effective services to all their customers in order to achieve their trust and loyalty.
1.5 Research Question
The major research questions are described below as:
11 What are the ways to analyse effectiveness of organising training and development
activities by easy Jet?11 How to analyse various tools and techniques which are beneficial in achieving customers
satisfaction.11 What is the importance of training activities in order to gain satisfied customers?11 How to analyse different ways by which firms can enhance their overall productivity thus
achieving competitive gains at market place?
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CHAPTER 2
LITERATURE REVIEW
2.1 Introduction
This is the most important part of research as it helps in carrying out all the business
operations in right directions thus firms will gain competitive advantages. The researcher is
benefited by this operation as this process helps in carrying out detailed studies about the
different ways by which firms can easily retain loyal customers. The informations about research
is helpful for the research in order to gain effective outcomes for their operations which is related
with training and development activities in order to achieve satisfied customers.
2.1 Effectiveness of organising training and development activities by easy Jet
Training and development activities are important for every business in order to make all
their employees familiar with the working environment so they can achieve growth and success
in their overall business operations. In this modern age of competition firms are mostly focused
towards gaining competitive advantage by offering products to employees according to their
desired needs and wants. This is an important factor for easy jet by which they can enhance their
overall sales and profitability ratios thus gaining competitive advantages and also establishing
strong images at market places According to views of Chikazhe and et. al., (2017) it is analysed
that training are important activities which help workers to increase their present knowledge
level thus they can easily achieve set goals and objectives of firms in effective and planned ways.
Effectiveness of training activities are related with enhancing overall productivity of business as
employees are working by using their skill and capabilities. Easy Jet are mainly focused towards
offering quality services to all their potential customers in order to retain their loyalty thus
enhancing their overall sales and profitability ratios.
2.2 Tools and techniques which are beneficial in achieving customers satisfaction
According to views of Altinay, Paraskevas and Jang, (2015) it is analysed that measuring
customer satisfaction is the most effective way to do that is to communicate with your customers
directly and effectively using the feedback surveys of the customers. It is the biggest challenge of
an organisation to manage the customer satisfaction efficiently. When it comes to customers
business have no friend and no enemy. We have to win our customer into powerful brand
ambassadors. The methods to measure customers needs to be defined sophisticatedly to fulfil the
desired norms. These are the following methods to measure the customer satisfaction:
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DIRECT METHODS: Having a direct contact with the customers is getting a valuable
feedback which is very important for an organisation. Some of the points discussed below which
customers could be directly tabbed:
1) We can have a feedback of customers through the third party.
2) Feedback can be through the complaint and appreciation letter.
3) Having a face to face feedback.
4) Compiling of feedback to analyse the customer perception.
5) Direct customer feedback through surveys and questionnaires.
Feedbacks are taken by the company employers from the customers face to face interaction
with them. Their feedback needs to be in structured format so that conclusive results can be
easily fetched out. After the feedback taken it received with the organisation ad then they treated
as a best way to measure customer satisfaction. The other popular direct method is surprise
market visit through this information regarding different segments of products and services can
be provided to the customer could be found in efficient manner. It became easy to know the
weak and strong aspects of product and services.
INDIRECT METHOD : Getting a valuable feedbacks the supplier totally depends on the
customer due to which they looses options and chances to take corrective measure at a correct
time. Indirect feedback is where we don't know the customer directly we have a feedback in a
indirect way. Their are some of the following indirect methods for getting the feedback regarding
customer satisfaction :
Customer complaints: The problems and issues of the customers complaints are reported
by the customer to suppliers with regards to any specific product and services. If the complaints
are higher then the performance of the organisation is degrading in a specific segment. If the
complaints are diminish then the performance of an organisation is going smooth.
Customer loyalty: Interaction and making regular basis communication with the
customers increases the customer loyalty. Maintaining the customer loyalty index , suppliers can
indirectly measure customer satisfaction. They can judge a customer if he is purchasing and
revisit the supplier on a regular basis these loyal customers are the satisfied once and hence
bound with the relationship with the suppliers.
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Automatic online surveys : The online feedback forms are filled by the customers
indirectly way we collect the feedback of the customers. It is a way we can reach to the largest
audiences than in- person surveys.
2.3 Importance of training activities for achieving satisfied customers
According to the study of Barreda and Bilgihan, (2013) it has been evaluated that
training is an integral part of human resource development programme in all the organisation as
they have to satisfy their customer for that they have to trained their employees that how they
can satisfy the consumers. Training is the cornerstone of effective management because it makes
employees more productive and efficient as they work for their customers. The method of
production are standardised through training and the quality of output would be increased.
Training provides us the opportunities for the employees to learn an acquire skills to work within
the organisation. It also help results in low rate of labour turnover which means high consistency
of the organisations in retaining people for long period of time. Low labour turnover means high
organisational stability. Sometimes training results in increased morale of employees because
there is the reduction in the dissatisfaction at work. It reduces the complaints, absenteeism and
makes interest in work during the post-training period.
Training is particularly for the new hire employees in the organisation. Individual person
has some of their shortcomings and training helps employees iron them out. When in the training
the shortcomings and weaknesses are addressed it will definitely improve the performance of an
employee. Also goes on to increase your strengths and acquire new skills sets. A company that
invests in training generally tends to have satisfied customers. The activities has to be relevant to
the employees and one from which they can learn and take back something. A well trained
employees makes better and economical use of resources like materials, machines, and
equipments. With the help of training programme optimum utilization of resources results in
reduced cost on production and higher profits. Expanding and growing organisation wishes to
train the existing employees of the company so that they can place them at a higher positions in
the future.
2.4 Different ways by which firms can enhance their overall productivity thus achieving
competitive gains at market place
Employee productivity is a need to enhance and ensure it is a reality which no business
can ignore it. Managers and leaders can improve the employee productivity while saving their
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time. Performance increases by learning as learning increases a better quality of life it influence
our life in a positive way. We can have control for improving your reputation and performance at
workplace through that we can reach new skills level and professional development. Different
tools and techniques which are used by firms in order to enhance work performance are
evaluated below as:
Stop multitasking : Multitasking lowers IQ , lowers EQ (emotional intelligence) thinking
capacity of persons. As there are increased chances of mistakes while doing many task at a time.
That's why we have to focus on a particular task at a time.
Keep goals clear and focused : Your goals should be very clear to the employees so that
they can give you fully efficiency in their workplace if the goals are not clear you cant expect
employee to be efficient in their work because they don't have a focused goal to aim for.
Training and development : Training provided to the employees cannot develop
organisation too. Reducing training will saves your cost but this could ultimately backfire.
Employees have to use their extra skills to do their job this way it will helps are tasks complete
on time with full efficiency. It will also help in development of our organisation too.
Communicate effectively and efficiently : Communication play a very crucial role in the
organisation. Without the effectively communication at workplace you will find the difficulty in
achieving the organisational goals.
Avoid distractions : Focus is a fundamental quality of a productive people. Strive at a one
task before distraction towards the others tasks. Employees should practice for staying focused.
Person can be a great starter but we sometimes fall short on finishing. Generally when we start
something new whatever it is like – project , resolution of a year etc. it all end up adding it back
on your to-do-list.
Get a mentor/be a mentor : The skill of employees can be enhanced with the help of a
mentor. Mentor can stretch your thinking and self development ideas related to your unique
skills and talent. Mentorship can be achieved through experience by mentoring someone.
Through that you can facilitate the professional growth which will position you as an assets to
your firm.
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CHAPTER 3
1.4 RESEARCH METHODOLOGY
3.1 Introduction
Research can be define as a scientific and systematic search for getting an information on
an relevant topic. It also refers to a search for knowledge which is done through careful
investigation based on new facts. For conducting research on any topic, a research method is
used as a tool. Hence research methodology is a systematic way to search knowledge on any
topic, or it is a procedure by which a researcher gains a knowledge. The main aim of this method
is to give or make the work plan of research. It is mainly based on historical and current
information and may include interviews, surveys and other research technique, so methods use
by a researcher can vary with situation. The purpose of a researcher behind his research is to find
the solution of unanswered questions.
3.2 Types of investigation
Many types of information are required to find the truth behind a myth. These
information may vary in so different types. It can be qualitative and quantitative or even both.
Qualitative research involves the phenomena of quality which includes descriptive and non-
numerical type data. It is specially important in the behavioural factors of science whose main
aim is to research the underlying motives of human behaviour. Instead of that quantitative data
deals with data that can be described in terms of number or quantity. Other types of information
available are may be descriptive and analytical. Descriptive research includes the information
based on surveys and facts, on the other hand in analytical research, a researcher uses the
information which is already available to analyse.
3.3 Research Design
In research problem, research design is the set of methods used to collect and analyse the
measures of variables, that provides a framework to find answers of unsolved questions. It is
like a blue print of all activities used in investigating the final report, which includes the process
of collection, analysation, measuring and assembling the data. There are many ways to classify
the research design as experimental, non-experimental, confirmatory and exploratory research
design. The researcher can change the situation, condition or experience of participations in an
experimental design whereas the manipulation is not allowed under non-experimental research
design. In case of confirmatory, it tests a priori hypotheses and posteriori hypotheses is included
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in the part of exploratory research. Hence the result in confirmatory research is more meaningful
and exploratory research is more useful in making new discoveries.
3.4 Research Philosophy
It defines the ways from which a data has collected, analysed and used. The major
research philosophies that have identified are positivism, interpretivism and pragmatism and
realism. The choice of these philosophies are impacted by practical implications. Positivism
describes from an objective point of view that reality is stable, whereas interpretivism is belief as
a non-positivism that contend through subjective interpretation in reality.
3.5 Research Method
Research method is used to carry out research project in an impressive manner so as to
get quality product. Mainly research approach is categorize into three parts that includes
deductive approach which means to create a developing hypothesis that is based on previous
existing theory. Inductive approach which involves observation which is concluded at the end of
the research. Abductive research approach that is concern with logical inference. This process
starts with observation and then search for the simplest way of explanation. But hypothesis is
classified in terms of deductive and inductive approach. They work on hypothesis, it this current
report project the means which will be used is deductive approach as it is qualitative in nature.
3.6 Data Sampling
Sampling is to collect information from a subset of any population. To find data sampling
two tools are required one is probabilistic and other is non-probabilistic sampling. Former is
taken from some random selection of population and there is a equal chance of being chosen
whereas in later one there is no possibility of getting selected. This sampling includes cluster
sampling, multistage sampling. Around 50 customers of a company is taken who are regular
buyer from that organisation in order to know about the drawbacks which can be fulfilled
according to their needs and requirement.
3.7 Data Analysis
Analysing a data is very crucial to make a report and it is also an essential tool for
research methodology. Based on gathered information and data mathematics analysis can be
made. Through data analysis multiple facts and diverse file can be concluded. Several types of
techniques are used in examining the information such as breaking problems into components so
that it is easy to evaluate, it is based on quantitative approach.
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