Data Analysis: Customer Service Comparison - Easy Jet & Qatar Airways

This report presents a comprehensive analysis of customer service within the airline industry, specifically comparing Easy Jet and Qatar Airways. The study utilizes a mixed-methods approach, incorporating both quantitative and qualitative data analysis. A survey of 150 customers was conducted, gathering demographic information and assessing customer perceptions through Likert scale questions and open-ended inquiries. Quantitative data, presented in tables and bar graphs, reveals insights into customer preferences regarding pricing, service quality, and query resolution. Qualitative data, derived from open-ended questions, provides a deeper understanding of customer experiences and attitudes toward the airlines' customer service. The findings highlight key differences in customer satisfaction levels, particularly concerning the responsiveness of customer service teams and the perceived value of services relative to cost. The report concludes with a summary of key findings, suggestions for service improvement, and limitations of the study, as well as areas for future research, offering valuable insights for students of business development.

Customer Service in Airlines
Comparison of Easy Jet and Qatar Airways
Student Details
12/15/2019

Data Analysis and Interpretation
Contents
Questionnaire Introduction..............................................................................................................4
Remapping of Research Elements...................................................................................................5
Data Analysis...................................................................................................................................6
Quantitative Data Analysis..........................................................................................................6
Qualitative Data Analysis..........................................................................................................14
Findings.........................................................................................................................................15
Conclusion.....................................................................................................................................17
Suggestions....................................................................................................................................17
Limitation of the Study..................................................................................................................18
Scope of Future Research..............................................................................................................18
Bibliography..................................................................................................................................19
2

Data Analysis and Interpretation
List of Tables
Table
Number
Table Particulars Page Number
1. Responses On The Basis Of Gender 6
2. Responses On The Basis Of Age 7
3. Responses Based On Service Availed By Customers 8
4. Responses Based On the Price of Airlines 9
5. Responses Based On Customer Services of Airlines 10
6. Responses Based On Discussion of Customer Query 11
7. Responses Based On Comparison of Customer
Services
12
8. Responses based on resolution of Query 13
9. Summary of Data Interpretation 15
3

Data Analysis and Interpretation
Chapter: Data Analysis and Interpretation
Customer service is the concept that is related to every organization. With the view of this the
organizations are able to fulfill the needs, wants and requirements of their customers in most
effective and efficient manner (Banfield & Kay, 2012). When it is looked form the point of view
of companies of airline industry it become more crucial for them to put a continuous check and
analysis in their customer services (Department, 2019). It is important for any service providing
company to maintain its customer services, as it can help them in maintaining relations with their
customers as well as satisfying their needs in effective manner (Shin & Thai, 2015). In this study
the customer service and satisfaction attained from it is analysed with respect to the responses
collected from the customers of two airlines that are Easy Jet Airlines and another is Qatar
Airways. In this study according to literature review and established facts the considered low cost
airline is Easy Jet Airlines and considered high cost airline is Qatar airways. The survey of 150
customers in total of both the airlines is conducted with an aim of analysing results on the
descriptive analysis. In which the quantitative and qualitative results of the asked questions from
the respondents have been made. For this purpose the questionnaire is also designed in such a
manner which can cover specified elements.
Questionnaire Introduction
In order to analyze the perception of customers about the customer service so f two selected
airlines the survey has been done by using a questionnaire. In the questionnaire according to the
need of the study the structure comprises of three sections, in which initially the demographic
details of the respondents are collected like age and gender. In second section the close ended
questions in statement form are asked which needed to be given by respondents on the basis of
likert scale (Chong et al., 2016). The data collected from this section of 6 questions is analysed
by following quantitative analysis method that is involvement of descriptive analysis. In which
the collected data of 6 questions were presented in tables and bar graphs.
In third section the questions are open ended which are made to address the difference between
customer service of both the considered airlines have been identified (Mello, 2015). The results
are analysed on the basis of qualitative analysis in which the interview of candidates of question
7 to 10 has been taken, with a view to proving results in qualitative form.
4

Data Analysis and Interpretation
Remapping of Research Elements
This has been conducted with a view of analyzing the customer services of Easy Jet airlines and
Qatar Airways by conducting a survey. For this purpose objective, and questionnaire, etc are
formed. Before getting on the analysis of collected data the details of main elements of this study is
discussed below:
Objective: To identify the various aspects that contributes to customer service and satisfaction
among the Qatar Air ways and low-cost airlines.
Data Analysis: It is done by adopting quantitative and qualitative data analysis method.
5

Data Analysis and Interpretation
Data Analysis
Quantitative Data Analysis
Table 1: Responses On The Basis Of Gender
Gende
r
Count Of
Gender
Percentage
Female 55 36.6
Male 74 49.4
Other 21 14.0
Total 150 --
Female Male Other
0
10
20
30
40
50
60
70
80
Count of Gender
Interpretation:
Table 1 is showing the result of responses based on gender. Out of 150 respondents 74
respondents are male and least is other gender type that is 21 in number. The numbers of female
respondents are 55 in number.
6

Data Analysis and Interpretation
Table 2: Responses On The Basis Of Age
Age Count Of Age Percentage
21-40 51 34
41-60 35 23.4
Bellow 20 34 22.6
Beyond 60 30 20
Total 150 --
21-40 41-60 bellow 20 Beyond 60
0
10
20
30
40
50
60
Count of Age
Interpretation:
Table 2 is showing the responses based on age of the customers. Out of 150 responses 51
responses are given by customers which fall in between the age of 21-40 years and least
responses are given by respondents whose age are beyond 60 years.
7

Data Analysis and Interpretation
Q1: You often avail airline services of Qatar Airways and Easy Jet Airlines.
Table 3: Responses Based On Service Availed By Customers
Q1 Count Of
Q1
Percentage
Agree 62 41.4
Disagree 30 20
Strongly Agree 43 28.6
Strongly
Disagree
15 10
Total 150 --
AGREE
DISAGREE
STRONGLY AGREE
STRONGLY
DISAGREE
0 10 20 30 40 50 60 70
Count of Q1
Interpretation:
Table 3 is showing the responses of service availed by customers of Easy Jet and Qatar Airlines.
Out of 150 respondents 62 are agreeing with the statement that they often avail services of Qatar
and Easy Jet airlines. 15 respondents are strongly disagreeing with the concept.
8

Data Analysis and Interpretation
Q2: You think that the price charged by Qatar Airways is more than Easy Jet Airlines.
Table 4: Responses Based On the Price of Airlines
Q2 Count Of Q2 Percentage
Agree 49 32.6
Disagree 24 16
Strongly Agree 59 39.4
Strongly
Disagree
18 12
Total 150 --
AGREE
DISAGREE
STRONGLY AGREE
STRONGLY
DISAGREE
0 10 20 30 40 50 60 70
Count of Q2
Interpretation:
Table 4 is discussing the result of responses of customers based on the price of Easy Jet and
Qatar airlines. Out of 150 respondents 59 are strongly agreeing with the statement that the price
charged by Qatar Airways is more than Easy Jet Airlines. 18 respondents are strongly
disagreeing with the concept.
9

Data Analysis and Interpretation
Q3: Customer service provided by Qatar Airways is better than Easy Jet Airlines.
Table 5: Responses Based On Customer Services of Airlines
Q3 Count Of
Q3
Percentage
Agree 60 40
Disagree 46 30.6
Strongly Agree 21 14
Strongly
Disagree
23 15.4
Total 150 --
AGREE
DISAGREE
STRONGLY AGREE
STRONGLY
DISAGREE
0 10 20 30 40 50 60 70
Count of Q3
Interpretation:
Table is showing the responses of customers based on the customer services provided by both
the airlines. Out of 150 respondents 60 are agreeing with the statement that customer service
provided by Qatar Airways is better than Easy Jet Airlines. 21 are strongly disagreeing with the
same.
10

Data Analysis and Interpretation
Q4: Revert for query made by Easy Jet Airline’s customer service crew is faster than
Qatar Airlines.
Table 6: Responses Based On Discussion of Customer Query
Q4 Count Of Q4 Percentag
e
Agree 39 26
Disagree 66 44
Strongly Agree 21 14
Strongly
Disagree
24 16
Total 150 --
AGREE
DISAGREE
STRONGLY AGREE
STRONGLY
DISAGREE
0 10 20 30 40 50 60 70
Count of Q4
Interpretation:
Table 6 is showing the responses of respondents based on the concept of responding on the query
of customers of both the airlines. Out of 150 respondents 66 are disagreeing with the statement
that says that revert for query made by Easy Jet Airline’s customer service crew is faster than
Qatar Airlines. 21 are strongly agreeing with the statement.
11

Data Analysis and Interpretation
Q5: The customer service provided by Qatar Airways as compared to Easy Jet Airlines is
worthy when looked on the basis of their charges.
Table 7: Responses Based On Comparison of Customer Services
Q5 Count Of Q5 Percentage
Agree 31 20.6
Disagree 62 41.4
Strongly Agree 12 8
Strongly
Disagree
45 30
Total 150 --
AGREE
DISAGREE
STRONGLY AGREE
STRONGLY
DISAGREE
0 10 20 30 40 50 60 70
Count of Q5
Interpretation:
Table 7 is showing the responses of customers based on the comparison of customer services
provided by Easy Jet and Qatar airlines. Out of 150 respondents 62 respondents are disagreeing
with the statement that the customer service provided by Qatar Airways as compared to Easy Jet
Airlines is worthy when looked on the basis of their charges. On the other hand 12 are strongly
agreeing with the statement.
12