BTEC HND Travel and Tourism: EasyJet Customer Satisfaction Study

This report analyzes customer satisfaction levels concerning the services provided by EasyJet, a prominent airline. The research aims to assess the existing service quality, evaluate customer expectations, and identify areas of dissatisfaction. The study investigates whether EasyJet's service quality meets customer demands, focusing on the gap between customer expectations and their perceptions of the service. The report examines EasyJet's strengths, such as its cost-effective approach, brand reputation, and punctuality, while also acknowledging areas for improvement like resource constraints and complaint handling. The findings emphasize the importance of customer satisfaction for EasyJet, highlighting that customer perception is based on aspects before, during, and after service delivery. Recommendations include an end-to-end customer journey approach, continuous performance improvement, and the use of feedback mechanisms to measure and enhance customer satisfaction. The report concludes that customer satisfaction is crucial for EasyJet's success and offers actionable insights for improving the overall customer experience.

CUSTOMER SATISFACTION IN EASYJET
To collect and evaluate the expectations of customers for the improvement in the
prominent area of their dissatisfaction the customer satisfaction level.
If possible, changes are not made in the areas there will be higher customer
dissatisfaction level which could impact on brand image and market loss to the firm.
According to Haltom and Burch (2016) customer's perception are always related to
their relative expectation. Moreover, these are dynamic and changes within short
period of time. They evaluate based on the quality and satisfaction level provided by
the company to the customer's. Contrary to this Jensen (2017) stated that now
customers are more focused on response fulfilment. More the cost-effective services
and faster services will be provided by the company they will have more brand image.
There are various factors that contribute to the customer satisfaction level. These are
products and services provided by the EasyJet (Lee, Verme and Roth, 2015). All the
services provided by the company are based on the customers emotions which can be
stable or pre-exiting. Along with this, firms must focus on the services attribution for
service failures and success rates. They should make different strategies so they can
influence the customers satisfaction level. EasyJet has always maintained the equity
and fairness among the customers. The entity is fully based on the belief and values
which are never impacted by the company.
• To understand the existing service quality offered by EasyJet.
According to De Finetti, (2017) the strength of EasyJet lies on 4-
aspects which are price, reliability, brand-name and competitive advantages. It
can be observed that through cost effective approach and having no frills,
online booking services, rapid turnaround and low-cost overheads they are able
to win the customers perception. They are more punctual and provide higher
safety level while travelling (Delves and et.al., 2017). Moreover, the company
has attractive brand-name and slogan. Along with this they are available at
major countries and more than 70-million people avail their services.
Contrary to this Ezerzer and et.al., (2013) due to low price they are
unable to improve their resources, having weaker strategies for expansion and
retain, are unable to maintain the availability of tickets and handing customers
complaints. This are the areas which is impacting to the company and reducing
Aim of research: "To study the customer satisfaction level towards the service provided by EasyJet"
Objectives of research
 To understand the existing service quality offered by EasyJet.
 To collect and evaluate the expectations of customers for the improvement in the prominent area of their dissatisfaction.
 To investigate whether the service quality of EasyJet is capable of addressing all demands made by customer.
 To identify the key-differences between expectation and perception of customers in service quality offered by EasyJet.
 To recommend ways by which customer satisfaction for EasyJet can be increased.
 REFERENCES
 Butcher, J. C., 2016. Numerical methods for ordinary differential equations. John Wiley & Sons.
 Chughtai, M. W. and Lateef, K., 2015. Role of emotional intelligence on employees performance in customer services: A case study of telecom sector of
Pakistan. International Journal of Advance Research in Computer Science and Management Studies. 3(2). pp.101-108.
 Däuble, G. and et.al., 2014, May. Supporting Technical Customer Service Processes: A Design-Centered Approach. In International Conference on Design
Science Research in Information Systems (pp. 408-412). Springer, Cham.
Conclusion and Recommendations
From the above research and analysis, it can be concluded that customer's satisfaction is greatly required for EasyJet. Customer perceptual experience are based on three
aspects before availing the service, at the time of purchase and after purchase for any entity. People like the to avail the service and they are satisfied at the time of
purchase. However, they are dissatisfied after services. From the above conclusion following recommendation are provided which can help EasyJet to improve their
customer experience.
 End to end customer journey where entire focus must be made on their experience and journey. Using the method there will be continual performance
improvement.
 Regular feedback from customer satisfaction (CSAT) are some effective mechanisms that can be used for measuring customer satisfaction. For this web-based
survey is best method.