Training and Development Impact on Customer Satisfaction at EasyJet

This report is a case study evaluating the need for training and development in the airline industry, specifically focusing on EasyJet. The introduction highlights the importance of customer satisfaction and loyalty, and how training programs can contribute to these goals. The report then presents data analysis based on questionnaires, exploring themes such as the benefits of training programs, tools used to attract customers, training methods adopted, and customer satisfaction levels with EasyJet's services. The data is presented through frequency tables and charts, offering insights into customer perceptions. The conclusion summarizes the findings, emphasizing the essential role of training in achieving customer loyalty, enhancing sales, and improving worker performance. The report provides a valuable analysis of training's impact on customer satisfaction within the context of the airline industry, with references to supporting literature.

Research Project
EasyJet Ltd.

CONTENT
• Title
• Introduction
• Data Analysis
• Data Interpretation
• Conclusion
• References

AIM OF PROJECT
To evaluate the need of training and
development in order to attain consumer
satisfaction and loyalty in Airline Firm. A case
study on Easy Jets.

INTRODUCTION
Customer Satisfaction are vital components for each business as they
are valuable in order to retain customers who will enhance their
profitability ratios. There are plans developed by firms which are
helpful for them in order to provide value added and quality products to
their potential customers. Training and development activities are
organised by business in order to make workers familiar with the work
environment so they will easily achieve all their targets in desired time
frames. Easy Jet are firms who are dealing in airline industry and they
are focusing on providing quality services in order to establish good
images at market place.

Research Objectives
Research Objectives:
 To analyse the efficiency of training and development
programmes on airline firms.
 To identify the tools which are needed in order to gain customer
satisfaction in Airline Firms.
 To measure impact of training activities on Customer Satisfaction
in Airline business.
 To evaluate different methods by which Easy Jet can maximise
their performances and earn competitive gains.

DATA ANALYSIS
Data analysis is the most essential part of research work and helps in
providing support and direction to measuring the data and information
which are gathered by researcher in order to gaining proper result and
outcome. For this present research project data has to be measured
through preparing questionnaire that are related with research topic.

Theme 1: Training and development programmes
beneficial in order to enhance business performances?
Q1) Were the training and
development programmes
beneficial in order to enhance
business performances?
Frequency
Strongly Agreements 28
Strongly Disagree 2
Strongly Agreements Strongly Disagree
0
5
10
15
20
25
30
28
2
Column C

Theme 2: Training activities beneficial in order to
retain loyal customers in service industry?
Q2) Were training activities
beneficial in order to retain
loyal customers in service
industry?
Agree 25
Disagree 5
Agree Disagree
0
5
10
15
20
25
25
5
Column C

Q3) What tools are used by firms in
order to attract customers who will
increase their sales?
Economical Cost 10
Quality Services 12
Heavy discounts and offers 3
Customer oriented Services 5
Economical Cost
Quality Services
Heavy discounts and offers
Customer oriented Services
0
2
4
6
8
10
12 10
12
3
5
Column C

Tools are used by firms in order to attract customers
who will increase their sales?
Q4) What are the training methods
adopted by airline firms for their
Workers?
Off the job training 10
On the job training 20
Economical Cost
Quality Services
Heavy discounts and offers
Customer oriented Services
0
2
4
6
8
10
12
10
12
3
5 Column C

Theme 4: Training methods adopted by airline firms for
their Workers?
Q5) Where the services offered
by Easy Jets Satisfactory?
Yes 25
NO 5
Off the job training On the job training
0
2
4
6
8
10
12
14
16
18
20
10
20
Column C

Theme 5: Services offered by Easy Jets Satisfactory?
Q6) What features attempts
you to avail the services of
Easy Jets?
Value Services 20
Quality Products 10
Yes NO
0
5
10
15
20
25
25
5
Column D