Comprehensive Analysis of EasyJet's Service Management Strategies

This report offers a detailed analysis of EasyJet's service management practices, examining the airline's operational strategies, competitive environment, and customer satisfaction initiatives. It begins with an executive summary and introduction, providing background information on EasyJet and its business model as a low-cost carrier. The report then delves into the company's service strategies, highlighting key findings related to training, cost structure, and network development. It also identifies challenges such as increasing competition and changing customer demands. The report concludes with recommendations for EasyJet, emphasizing the importance of effective service strategies, employee training, pricing, and building customer trust through security and consistent service quality. It suggests a cost leadership strategy and a differentiation strategy, along with segmentation strategies to enhance customer satisfaction and market competitiveness.

Running Head: Service management
Service management

Service management
Table of Contents
Executive summary.....................................................................................................................................1
Introduction.................................................................................................................................................1
Background of the Company.......................................................................................................................1
Findings.......................................................................................................................................................2
Recommendations.......................................................................................................................................3
Conclusion...................................................................................................................................................5

Service management

Service management
Executive summary
Service management refers to manage the services of the organization in effective way. Under
this report the company that is taken into consideration is Jet airways. The discussion will be
based on the key components of the company. The services that are considered by the company
will be analyzed in this report. It is very essential for every company to consider service
management so that the company can easily achieve its goals and objectives in effective manner.
Easy jet is one of the largest Europe’s leading companies. The findings in this report will give
focus on the service strategies used by the company and also the strategies that should be taken
into consideration to enhance the growth of the company.
Introduction
Easy jet was originated in 1995 by Sir stelious haji- loannoou. It is a private company that comes
under Easy group and it is also a listed company in London stock exchange. It is one of the low
budget airlinesthat provide services to million customers a year. The company is attaining
success and growth day by day. The services that are offered by the company are enhancing the
satisfaction level of the customers. The main objective of the company is to enhance the
satisfaction level of the customers by providing safe and value services to its customers. Also it
focuses on evaluating the current strategic position of Jet airways. The company offers these
services at affordable price so that customer can easily purchase it and can maximize the
satisfaction level. So to enhance the level of satisfaction the company develops long lasting
relationship with the customers and suppliers. The main purpose is to provide services at low
cost to the customers. By giving services that are comfortable for customers the company has
increased the trust in the eyes of the consumers. Easy Jet takes into consideration LCC model by
which the company can easily offer economical fares to its customers and can also maintain long
customer relations. The company provides many values to its customers and the employees like
security, honesty, passion.
Background of the Company
Easy jet is considered as a low budget airline and considers the operations from European
aviation markets. Easy jet started its operations in 1996 and expanded its routes in different
continents. Gradually the company started analyzing the profit by online website. Easy jet

Service management
competes with many airways companies and considered as a low cost budget airline industry. At
present the company is conducting its operations in 28 countries and has 128 aircrafts that are
flying on 500 different routes (Morlotti, Cattaneo, Malighetti and Redondi, 2017).The
shareholdings are decreased by stelios but now under easy group he has 26 percent share and his
family have only 10 per cent of the shares. The company has achieved profitability in recent
years and now the company has started giving emphasis on enhancing the customer relation and
profitability in effective manner. The company is trying to improve the service strategies so that
the goals and objectives of the organization can be achieved in effective manner. The company
can achieve higher share in the market by considering on attaining industry rivalry (Baden-Fuller
and Haefliger, 2013).
Findings
It is observed that the company takes into consideration various service strategies that give
enhancement in the operations of the company. The company started focusing on the training
sessions that enhance the knowledge and the working pattern of the employees. If proper training
is given to the employees who are working in the organization then it will not only enhances the
level of confidence but also helps the organization to achieve its goals and objectives in effective
manner. Strategy helps the organization to enhance its operations and growth. Easy jet gives
emphasis on creating a good position and image in the leading airports of Europe (Paparoidamis,
Chumpitaz and Ford, 2015).It has structured its cost in such a manner which attracts more and
more customers towards the company. Low fares or the cost is offered to the customers that also
motivate them to avail more and more services. The cost advantage that is offered to the
customers is created by a combination of factors that consist of increasing the number of seats
per aircraft, minimizing the ownership and maintenance cost (Cahill, 2017). Easy Jet has a
confidence that this strategy will give the competitive advantage and also create a good market
position. The service strategy that is adopted by the company is that it gives focus on developing
more economical network than the competitors in the market (Seo, Moon and Lee, 2015). It
provides support to the demand of the consumer throughout the cycle. The company has a
focused culture that gives advantage in many areas that gives and connect airport network with
less fares. Easy Jet faces many issues that are related with the operations and working pattern of
the company. The challenge is that the competition is enhancing day by day in the market. The

Service management
competitors are increasing and the options for the customers are also enhancing (Kaura, Durga
Prasad and Sharma, 2015).So the company has threat of losing its customers. The customers are
the assets of the company. The competitors in this industry provide same services to their clients
or the customers, so it is important that company should give main focus on providing effective
services that enhances the satisfaction level of the customers. The behavior and demand of the
customers keeps on changing. The customers are attracted towards the services which are offered
at low prices (Cattaneo, Malighetti, Morlotti and Redondi, 2016). So to maintain effective and
long lasting relation with the customer the company takes into consideration effective service
strategies. The strategies that are adopted by the company is effective than it is easy for the
organization to increase the profitability. Another challenge that is faced by the Easy Jet is
related with the consumer confidence. The consumer must be sure enough that the services they
are availing are of the highest standard and by this the customer will be induced to avail the
services again and again. Sometimes the permanent customers get attracted towards the other
airlines as the prices or the fares that they offer are relatively low. So the customer gets induced
or attracted towards the other flights or the airlines (De Oliveira Cabral, 2016).
By analyzing the change in the demand and behavior off the customers, The Company should
take steps according to the changing demand. So that it can be easy for the company to compete
with other competitors in the market (Morlotti, Cattaneo, Malighetti and Redondi, 2017).
Recommendations
By analyzing the challenges that are faced by the company it is seen that the company should
provide effective services to its customers so that the satisfaction level of the customers can be
achieved in effective manner. By giving proper training to the employees the company can
enhance its growth in efficient manner. If the employees of the organization are trained then they
can easily attract the attention of the customers towards the company (Dabholkar, 2015).
Consumers get attracted towards a company that provides maximum satisfaction level at low
price. So the company should also adopt the pricing strategy that will help them to achieve its
goals and objectives. If the prices are low compared to other airlines then the customers will be
attracted more towards the company. Easy Jet should take into consideration trust and confidence
to ensure the customer return (Uphill, 2016).The services that are provided to the customers

Service management
should be effective enough so that the customer can trust and get attracted towards the services.
Security is an essential element that can easily grab the attention of the customers. Also security
helps the company to operate its functions in effective manner. So the company should create a
sense of security in the mind of people or the customers (Merlo, Eisingerich and Auh, 2014).
Easy jet can also focus on maintaining and enhancing the level of trust among the customers.
The trust plays and essential role in enhancing the growth of the organization. If there is no trust
among the customers or between the employees then it difficult for the company to achieve its
goals and objectives. So the company should focus on enhancing the level of trust among the
people who are working in the organization and also between the customers. The company has a
great opportunity to attract more and more customers towards the company. As the tourists are
increasing day by day and with that the use of the services are also enhancing. So the company
should also promote its services effectively. By giving or offering discounts the company can
easily enhance its growth in the market (Malighetti, Paleari and Redondi, 2015).
Easy jet should take into consideration three service strategies that will help to enhance its
credibility in the market. Cost leadership strategy that will help the company to provide effective
services to the customers at low price or fare. The customers are attracted towards the services
that are offered at low prices. The company should adopt the cost effective strategy, so that the
company can enhance its operations in different countries. The next strategy that should be
adopted by the company is differentiation strategies that creates or access the services that are
unique in their own way (Maroco and Maroco, 2013). For enhancing the goodwill and also to
create a long lasting customer the company should provide different services that are unique in
their own way. This strategy can be very useful and attractive to induce more and more
customers to avail the services of the company. The last strategy that should be taken into
consideration by the company is segmentation strategy that provides offers or discounts to the
selected segment. The company should create such type of services that are according to the
customer level. Also the foods and beverages that are provided in the flights should be of low
cost. This can induce customer to avail more and more services from the company (David,
2013).
The company should also focuses on management. Easy jet considers the informal company
culture with a flat management. The company should also provide 24 hours services to its

Service management
customers. So, that the customers feel comfortable to resolve their issues at any time (Petrović
and Petrović, 2015). The cost leadership strategy which is considered by company should be
operated in effective manner. The company goal should be to become the cost leader in its
industry. Easy Jet should provide check in and information services so that they can purchase the
snacks before they board the aero plane. Also the baggage handling and the fleet maintenance
should be taken into consideration by the specialist (Lawton, 2017).
Conclusion
This report focuses on the service management of the Easy jet airlines. It is analyzed that there
are many ways by which company can improve and can enhance its profitability. The company
should provide better services to its customers which can enhance the growth of the company.
The above report consists of the strategies that should be considered by the company so that the
goals and objectives can be achieved in effective manner. The challenges that are faced by the
company can be minimized if the strategies are followed effectively. The strategy plays an
important role in enhancing the goodwill of the company. It is essential that the company should
consider the strategies properly and should provide customers with the quality services. Also in
this report the competition that is prevailing in the market is analyzed. So to reduce or to
minimize the competition the company should offer attractive services to its customer so that
they get induce to avail the services again and again. IF the company builds alliances with
transatlantic operations then its can give a major advantage and can also attract customers
towards the company. From this report, it is seen that easy jet is seen as a main airlines in the
market and also the level of competition is high in this sector. No company is successful and
need improvements to be successful; So Easy jet can achieve success and dominate the market in
effective manner with the stiff completion.

Service management
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