Impact of Service Quality on Customer Satisfaction: EasyJet Case Study

This report examines the impact of service quality on customer satisfaction within the airline industry, specifically focusing on EasyJet. The study explores the increasing competition in the private sector and the importance of service quality in attracting and retaining customers. It investigates how EasyJet, as a low-cost airline, can enhance customer satisfaction through improved service quality. The report addresses the background of the study, the aim and objectives, and research questions related to the impact of service quality, the importance of customer satisfaction, and the relationship between them. It further discusses factors influencing topic selection, emphasizing the significance of service quality in a competitive market, customer expectations, and the advantages of increased customer satisfaction for EasyJet, including customer retention, competitive advantage, and business growth. The report also highlights the importance of customer satisfaction for EasyJet in the UK, the relationship between service quality and customer satisfaction, and the advantages of increased customer satisfaction in the airline industry. The report will also discuss the research methodology.