A Study on EasyJet: Cabin Crew Performance and Customer Satisfaction

This research report aims to analyze the impact of cabin crew performance on customer satisfaction within EasyJet. The study assesses customer satisfaction concepts in the aviation industry and analyzes the services provided by the cabin crew. Key themes identified include passenger satisfaction with cabin crew services, the importance of problem-solving skills for crew members, and the need for crew members to address customer requirements effectively. The research employs an inductive approach with interpretivism philosophy and a descriptive design. Data collection methods include primary questionnaires from 25 EasyJet customers using random sampling, as well as secondary sources such as articles, internet sources, literature, and books. The research concludes that the cabin crew's friendliness, responsiveness, and overall service quality significantly influence customer satisfaction, highlighting the importance of interactive, problem-solving, empathetic, and patient cabin crew members. Desklib provides access to similar research papers and study tools for students.

Aims- To analyse the impact of cabin crew performance on the
satisfaction level of customers- A study on EasyJet.
Objectives-
 To assess the concept of customer satisfaction in
aviation industry.
 To analyse the services rendered by the cabin crew in
the EasyJet.
 To analyse the relationship between cabin crew
performance and customer satisfaction in EasyJet.
Theme 4- Cabin crew members of EasyJet are quite
friendly with their customers.
3
9
8
5
Cabin crew members of EasyJet are quite friendly with their customers.
Extremely friendly
Very friendly
Friendly
Not friendly
Theme 1- Passengers are satisfied with the services provided
by the Cabin crew members
Yes No
0
5
10
15
20
ssengers are satisfied with the services provided by the cabin crew members.
Column B
Theme 2- Cabin crew member need to be have problem
solving skills
9
10
6
Cabin crew member need to be have probelm solving skills.
Interactive
Problem solving
Empathy and patience
Theme 5- Passengers or customers are satisfied with
the services of cabin crew members.
Highly satisfied
Satisfied
Neutral
Dissatisfied
Strongly Dissatisfied
0
1
2
3
4
5
6
7
Passengers or customers are satisfied with the services of cabin crew members.
Column B
Theme 3- Yes cabin crew members check the requirement
and needs of the customers
Yes
No
0 2 4 6 8 10 12 14 16
Yes cabin crew members check the requirement and needs of the customers.
Column B
Theme 6- Responsiveness is the key service deliver by crew members
within the airline /
5
10
3
6
1
Responsivenes is the key service deliver by crew members within the airline.
Reliability
Responsiveness
Quality of food and beverages
services
Empathy
On-board entertainment
services
Conclusion
Through the above research report it has been
concluded that researcher has accomplished the aim of
research that is analysing the impact of cabin crew
performance on the satisfaction level of customers.
This has been attained through conducting the
secondary research in the form of conducting literature
review on the topic that accomplished the stated aims
and objectives of the research project. Along with this,
they may also have engage in analysing the data
through using different tools and techniques so that
Research approach- inductive
Research philosophe- interpretivism
Research design- descriptive
Data collection methods
primary questionnaire
secondary-articles, internet sources, literature and books
Sampling- random sampling technique 25 customers of
EasyJet.