Training & Development Impact on Customer Satisfaction: EasyJet Case

This report investigates the impact of training and development programs on customer satisfaction and loyalty within the airline industry, focusing on a case study of EasyJet. It begins by outlining the research project's specifications, including the aim to identify the impact of training on customer satisfaction and loyalty. The report then reviews factors contributing to research project selection and critically assesses customer satisfaction and influential factors. It details a plan and procedure for the research, discussing efficient resource utilization and proposing a research investigation in accordance with specifications. Data collection and collation methods are described, followed by the application of suitable research evaluation methods for examination. The analysis and interpretation of results are presented to determine if original specifications are met, culminating in conclusions and recommendations for further research areas. The report emphasizes the importance of training in enhancing employee performance and customer satisfaction, highlighting EasyJet's commitment to providing high-quality training to its staff.

RESEARCH
PROJECT

Table of Contents
TITLE: ............................................................................................................................................1
INTRODUCTION ..........................................................................................................................1
TASK 1 ...........................................................................................................................................1
1.1 Research Project outline Specification..................................................................................1
1.2 Factors that contribute to the process of research project selection......................................3
1.3 Critical review about customers satisfaction and influential factor on customer
satisfaction...................................................................................................................................3
1.4 Research project specification...............................................................................................6
1.5 A plan and procedure for the agreed research specification ................................................7
TASK 2 ..........................................................................................................................................7
2.1 Efficient Resource to the research question .........................................................................7
2.2 Proposed research investigation in accordance with specification and procedure................8
2.3 Record and collate relevant data which is appropriate..........................................................8
TASK 3 .........................................................................................................................................11
3.1 Use of suitable research evaluation method for examination.............................................11
3.2 Analysis and interpret results for determining original specifications ...............................13
3.3 Conclusion and recommendation for further area of research ...........................................21
TASK 4 .........................................................................................................................................21
Covered in Poster. ....................................................................................................................21
REFERENCES..............................................................................................................................22
APPENDIX ...................................................................................................................................24

TITLE:
To identify the impact of training and development on customers satisfaction and
loyalty in airline industry. A Case study on EasyJet.
INTRODUCTION
Customers satisfaction is the most essential component in each business firm, this can
also considered as the fundamental duty of any business firm. Each business organisation put
various efforts in order to providing satisfaction to their customers through offering high quality
goods and services. Business firms are focused on providing training program to their new and
existing employees for developing their skills and ability to perform any job or task. Effective
training session helps in providing a significant direction to their each employee in order to
perform in most efficient manner (Best, 2012). EasyJet is the British airline company, which
operating under low cost model and deals in high quality products and services in very least cost.
It mainly operates in international and domestic scheduled services on over various 820 routes in
more than 30 different countries. The Sir Stelious Haji-loannou established EasyJet in the year of
1995 as a private limited company, which is owned by East Group. This company is listed on
London stock exchange. The basic purpose of firm is to provide most satisfactory services to
their customers who are willing to taking advantage of offered services of firm. They are mainly
focused on hiring well educated and skilled people in their firm just to rendering goods and
services to their potential buyers as per their demand and need. The major aim of this report is to
measure the low budget, short-haul airline EasyJet.
TASK 1
1.1 Research Project outline Specification
Overview of the Research
Customers satisfaction is the major key of gaining high range of profit and revenue at
market place, because there is a huge competition available at market place, so each business
firm are focused on attaining high competitive advantage at market place in respect of providing
high competition to their competitors. Customers satisfaction may also influence the
performance of firm, high customers satisfaction may cause profit and low satisfaction cause loss
for company. Company is concern on adopting various innovative tools and techniques in order
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to conducting most effective training and development program to their employees who are more
reliable for offering services or convince customers in very wide range.
Research Aim
The major aim of present study is “To identify the impact of training and development on
customers satisfaction and loyalty in airline industry”. A Case study on EasyJet. The present
research is based on measuring the impact of training on enhancing performance of company
which may cause customers satisfaction. Research aim is the most essetial part of research
because whole work of project is based on research aim and work has to be done according to the
requirement of research aim.
Research Objectives
Research objective plays effective role in research work and this can be considered as the
important tool for measuring best outcome or result of research report (Costen and Salazar,
2011). This helps in providing a significant direction to research through implementing various
tools and techniques in respect of providing most suitable strategies which is important for
attracting large number of customers. Some objectives are describes as under:
 To measure the effectiveness of training and development in airline industry.
 To ascertain the component that are useful for customers satisfaction in airline industry.
 To evaluate the impact of training and development on customers satisfaction in EasyJet.
 To recommended various ways through which EasyJet can enhance their performance for
providing customers satisfaction.
Research Question
This can be described as the most essential element of research work, research questions
are prepared on the basis of research objectives. It is the fundamental duty of researcher is to
create relevant questions in order to measuring the basic elements that are interlinked with
research topic. Some research questions are described as follows:
 what are the approaches through which effectiveness of training can be measured in
airline industry?
 What are the essential component that are useful for customer satisfaction in EasyJet?
 What is the impact of training and development on customers satisfaction?
What are the major ways through which EastJet can enhance their performance?
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1.2 Factors that contribute to the process of research project selection
This section of research includes various factors that plays vast role in carry out the
research in right direction, in which some factors are associated as below: Introduction: This consist to be an initial stage of research project, in which all essential
elements are done in appropriate manner. Introduction helps in providing a brief about
the whole work that are conducted in the research work. Literature Review: This can be considered as the most important part of research work,
this plays most effective role in carry out the research activities in a right direction, so
that proper outcome can be achieved in well planned manner. This is applied by
researcher in order to conduct an effective or in-depth research work in respect of
enhancing the learning ability of learner. In this data and information has to be collected
through secondary sources. Research Methodology: This is the most effective part of research project which helps in
carry out the whole research work in right direction, so that effective result has to be
evaluated. In this part research is able to identify various manner in which research can
be conduct in an efficient manner. In order to draw a valid conclusion research use
various tools and techniques that are suitable with research topic (Grossman and Salas,
2011). It is the major responsibility of research is to select some major tools and
techniques to carry out whole work in significant direction. Research data analysis: This is an another essential chapter of research project which is
effective in providing a significant direction to the researcher to moving forward towards
right direction. Data analysis is the most essential part of research work and helps in
providing support and direction to measuring the data and information which are gathered
by researcher in order to gaining proper result and outcome.
 Recommendation and Conclusion: This is the final stage of research which helps in
providing a overview about the research which. This section of research consist to
examine the whole report in respect to analysing the final result and outcome.
Recommendation also considered as an effective element that helps in improving the
areas in which it is required for researcher to make changes.
1.3 Critical review about customers satisfaction and influential factor on customer satisfaction.
Introduction
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This part of research work is helpful in giving a proper and detailed information about the
terms which are involve in the particular research work. With the help of effective review
researcher is able to conduct whole work in most efficient direction (Daley, 2012). In this critical
evaluation has to be done through viewpoints of various authors and writers. In this part past
research that are related with research topic are very much effective in providing appropriate data
and information in respect of moving forward, the whole research activities in proper direction.
The effectiveness of training and development program in airline industry.
Training and development is the basic requirement of each business organisation in order
to provide a signifiant direction to their employees who are working for generating more profit
and revenue for company. It is essential for airline industry is to provide effective training
program to their new as well as existing employees in order to enhancing their performance and
ability to perform each task and duty. Training is most effective in nature which has a huge
impact on organisational performance. As a British multinational airline company EasyJet is
concerned on providing high profile training to their staff people In order to give them proper
idea and knowledge about the changes that are arises at market place and customers choices. As
per the opinion of Evie Pham, 2017, training is the most important for each business firm for
improving the skills ad knowledge of each individual who are putting their significant efforts in
developing the working ability of firm. There are so many approaches which are helpful in
measuring the effectiveness of employee training, some are describes as under:
Reaction: This part helps in measuring the ability of learners to learn on training session. This is
the first information through which learner can understand how well the training was gained,
how employees react on it and measuring any kind of gap which are required to improved in
gaining profit and growth.
Learning: This level of evaluation measures the skills and ability of learner which are gained
through the training program. It is necessary for firm to make some effective planing in advance ,
so that the effectiveness of training can be measured in efficient manner. The training section is
helps in providing proper and relevant information about the work and activities that are held at
work place.
Behaviour : In this part how employees use their skills which are learned by them through
training process can effectively measured. It is the major responsibility of manager or higher
authority is to identify the behaviours of each individual who are working in similar business
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firm. The behaviour of each people are different from each other, it is based on their attitude and
beliefs, so before providing training organisation needs to identify the areas in which an
individual needs proper training to develop their skills and ability.
The essential component that are useful for customer satisfaction in EasyJet
Customer satisfaction :- the definition of customer satisfaction is different as per their
requirements. For an airline industry customer satisfaction relates to its cost, comforts, facilitate
provided by the company according to customer's plan.
Prioritise Customers :- customer is the part of an organisation and the different customer has
different requirements and they expect desired satisfaction from an organisation. So it is required
to centralised the deliverables according to the end customers. As per the opinion of Fawad
Latif, 2012, Every customer's suggestion and review is important for an organisation in respect
if he or she has been delivered or get benefit. It is said that customer make more customer.
Giving a brand image :- Brand image only creates by putting efforts in delivering best and
quality services. Its too easy to ruin any brand image by misrepresentation or giving unfair
reviews, but if the services of that organisation is good and company believe its work and know
the outcomes of their deliverables than it does not effect by the fake views and
misrepresentations. Customer will always be loyal for the organisatin.
Approachable :- For services sector organisation it is required to hear each and every customers
queries and suggestions . There should be a penal designed for listening the queries of customers.
Cost effective :- Cost is one of the prime factor which affect customer's state of mind. The
organisation which delivers cost effective facilities get the chance to make its image in the
market and rule over it easily.
Concentrate on Deliverables and quality experience :- In competitive environment quality at
cheaper cost is the only factor which helps an organisation to obtain its long term and short terms
goals.
The impact of training and development on customers satisfaction
According to the view point of Grohmann and Kauffeld, 2013, Training and development
on customer satisfaction are the factors or keys which improve the quality and efficiency of the
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service. There are different method and techniques which are designed for evaluating and
recognising the customer satisfaction by operating training and development programs.
Now a days organisations are using customer care services to improve the quality and reliability.
The customer care executives are trained to understand the challenges of customers.
The major ways through which Easy Jet can enhance their performance
As per the opinion of Huber, 2011, Easy jet is one of the brand name in delivering best
quality services in airline fields. It provides a wide rage of options to its customers so that they
can get easily choose the best one.
Such are the major points Easy jet can improve its performance not only from customer point of
view but also employees point of view too.
Planning :- Planing factor always remains in any organisation to make new strategies and polices
regarding business developments (Eid, 2011). Better results only depends on a strong plan and
business model. Easy jet should analyse its historic milestones and achievements and make an
reports and plans. Which helps the organisation in its miserable conditions.
Research and development :- Research and development helps an organisation to accept new
challenges and advancements in the business. New technology helps an organisation to stand in
the market in front of its competitors, technology always works as a boost for an organisation in
competitive environment.
Feedbacks :- feedbacks are the outcomes from the customer side for the deliverables. Customers
feedbacks are as essential as employees are essentials for an organisation. Customer is the end
target on which entire model is designed and formatted. If customer are happy and satisfied than
they will bring more customers. So Easy jet should also works actively on their prime customer's
feedbacks and reviews. It will also help to keep changing the plans and give offers to its existing
customers.
1.4 Research project specification
Research project involves various aims and objectives that are created on the basis of
described issue of research project. The prescribed aims and objectives helps in conducting the
research work in effective manner and also determine the creation of hypothesis that has to be
completed by researcher. The statement of hypothesis needs to be done properly in order to
reaching at final result. This research is mainly based on customers satisfaction through training
and development program which are conducted by firm. As a multinational airline company
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EasyJet provide high quality services to their customers in affordable price, which is less as
compare to their price of their competitors. They adopt various strategies and tools in order to
gaining attention of large number of customers through offering beneficial and comfortable
services to them. EasyJet is famous for its high quality products and services in very less price,
they also ensure their customers about safety and security which can be considered as the
primary need of each individual (Conceição and Altman, 2011). They specially set an effective
criteria for appointing well educated and skilled people in their firm for rendering quality
services to their potential clients. The company is focused on providing best training program to
their each employee in respect of improving their performance and ability to convince people to
taking advantage of offered services of firm. The present research is based on the impact of
training and development on customers satisfaction in airline industry. In this sector training
plays most effective role because a well trained employees is more able to services quality
products and services to their customers rather than untrained employees. So it is essential for
firm to provide effective training to the people who are putting their significant efforts in growth
and success of company.
1.5 A plan and procedure for the agreed research specification
TASK 2
2.1 Efficient Resource to the research question
A) The resources required to carry out your research
The major purpose of researcher is to carry out the whole research activity in effective
and efficient manner as to reaching at final result and output. Data collection is considered to be
one of the crucial component of research work. It is depend on researcher to gather data and
information through either primary or secondary data resources. In this section researcher is
having choice to gather data as per their suitability and requirement. In this present research
project data has to be gathered through primary as well as secondary source because there is a
huge requirement of data and information in order to carry out the whole work in proper manner.
These two resources plays most effective role in providing significant direction to the researcher
for attaining effective outcome.
B) Relationship between research resources and research question.
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Research resource helps in providing a brief description about the question of research
that helps in analysing the research factors in effective manner. There is an effective relationship
among resource and research question as it is the major responsibility of researcher to gather data
and information through various resources in respect to gain appropriate outcome.
2.2 Proposed research investigation in accordance with specification and procedure
It is required for researcher to determine the process and specification which are essential
to follow in efficient manner. The specification of research investigation helps in gaining
appropriate out come and result in proper manner. The major purpose of project specification is
to analysing the research work in well planned and effective way. The project specification
involves various elements that are described as below:
Data Sampling:
The sampling technique emphasizes on choosing the sample which replicates from the
original population. It is the duty of researcher to select the most effective technique for data
sampling , so investigator can adopt probabilistic or non-probabilistic sampling techniques. In
this current research report purposive sampling technique has to be taken because this is a part of
probabilistic sampling and this helps in providing an appropriate sample of population (Ryu,
Lee and Gon Kim, 2012). In this present case researcher select the sample of 30 employees who
are working in EasyJet for developing their own performance and growth for future purpose, and
30 customers who are taking advantage of offered services of firm.
Questionnaire: The sampling for the specific research is based on random sampling. This
section is based on themes that are created on the basis of research question, in this 10 questions
are prepared that are based on identify the impact of training and development on customers
satisfaction and loyalty in airline industry such as Easy Jet.
2.3 Record and collate relevant data which is appropriate
In this particular project sample size of 60 respondents has to be taken in to proper action
in which organisational employees and customers are involved.
QUESTIONNAIRE
For Employees
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Q1) Does training and development program has a huge impact on
organisational performance?
Frequency
 Strongly Agreements 25
 Strongly Disagree 5
Q2) Does training is effective in generating customers satisfaction in
airline industry?
Frequency
 Yes 28
 No 2
Q3) What are the essential components which are followed by EasyJet for
gaining attention of customers?
Frequency
 Low cost 12
 Best Offers 10
 High quality products 5
 Suitable services 3
Q4) Which kind of training is provided by EasyJet to their staff members? Frequency
 On the job training 22
 Off the job training 8
For customers
Q5) Are you satisfied with the offered services of EasyJet ? Frequency
 Yes 27
 No 3
Q6) Which is the most attractive thing in EasyJet? Frequency
 Quality 13
 Price 17
Q7) Give rank to the services which are offered by company in terms of Frequency
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money?
 Excellent 15
 Good 10
 Average 3
 Poor 2
Q8) Do company need to provide more training and development to their
employees in order to generate customers satisfaction?
Frequency
 Needed 10
 Not needed 20
Q9) Give recommendation for improving the services of EasyJet in respect
of satisfying the needs and requirements of customers.
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