HND Travel & Tourism: EasyJet Customer Satisfaction Research Project

This research project investigates customer satisfaction within the airline industry, emphasizing the significance of high-quality service delivery for fostering customer loyalty and repeat business. The study analyzes various themes, including the frequency of EasyJet usage, the demographics of UKCBC students, the definition of customer satisfaction, the impact of service quality factors on satisfaction levels, and the influence of service quality on purchasing decisions. The research concludes that delivering superior airline services is crucial for enhancing customer satisfaction, leading to increased customer happiness and loyalty. Effective service quality directly correlates with higher customer satisfaction, reinforcing the importance of prioritizing service excellence in the competitive airline market. Desklib offers a platform for students to access similar research projects and solved assignments.

RESEARCH PROJECT

INTRODUCTION
In today's time, every firm wants to gain huge success and
market share as compared to their rival. For achieving this
objective, corporations develop such effective strategies
and tactics through which it can compete with
competitors (Bauer, 2014). In this situation, it is very
important for company to satisfy its customers because
they are the king of market. If they are satisfied and
happy with company's product and services, then they can
be automatically attracted towards it. This makes the
higher profitability of the organization in the competitive
business environment.

Theme 1: Many times customers have used Easy
jet airline services
Once Twice Three times More than five time
0
1
2
3
4
5
6
7
8
9
10
Frequency

Theme 2: Diploma and program students are
doing from UKCBC university
Diploma in marketing
Diploma in finance and accounting
Diploma in health and social care
Diploma in food nutrition
0
1
2
3
4
5
6
7
8
9
Frequency

Theme 3: Meaning and terminology of
customer satisfaction and service quality
Yes
No

Theme 4: Customer are using the services of
Easyjet then service quality factors affects your
satisfaction level
Impressive brand image
Prices of the flights
Service quality
Quick services

Theme 5: Quality of services can influence
customers satisfaction level in the Easyjet
Strongly agree
Agree
Disagree
Strongly disagree
0 2 4 6 8 10 12 14 16 18
Frequency

Theme 6: While customers takes decision of
purchasing services of airline then service
quality can influence the decision
Strongly agree Agree Disagree Strongly disagree
0
2
4
6
8
10
12
14
16
18
Frequency

Theme 7: Easyjet have high quality of services
as compare to other airline service provider in
the UK
Strongly agree
Agree
Disagree
Strongly disagree
0 2 4 6 8 10 12 14 16
Frequency

CONCLUSION
From this entire research study it has been analysed that
in order to improve customer satisfaction level in the
airline industry it is very important to deliver high
quality of airline services to them. By deliver high
quality of services, customer can become happy and
satisfy with organisation and repurchase the same
product and services from the same organisation. In
addition to this, If company provides effective quality
of product and services then customer satisfaction
will be high.