EasyJet Ltd: Training and Development Impact on Customer Satisfaction

This case study investigates the impact of training and development on customer satisfaction and loyalty within the airline industry, focusing on EasyJet Ltd. The research aims to measure the effectiveness of training programs, identify key components driving customer satisfaction, evaluate the impact of training on customer satisfaction within EasyJet, and recommend strategies for enhancing performance. Data analysis, gathered through questionnaires, reveals that training and development programs significantly impact organizational performance and customer satisfaction. Key themes include the effectiveness of training in generating customer satisfaction, essential components followed by EasyJet to attract customers (such as low cost and best offers), the types of training provided to employees (on-the-job and off-the-job), and overall customer satisfaction levels. The study concludes that customer satisfaction is vital for business growth and success, emphasizing the importance of training and development programs for improving employee performance and achieving better outcomes for EasyJet.

Research Project
EasyJet Ltd.

CONTENT
• Title
• Introduction
• Data Analysis
• Data Interpretation
• Conclusion
• References

AIM OF PROJECT
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. 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.

Research Objectives
Research Objectives:
• 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.

DATA ANALYSIS
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. For this present research project data has to be measured
through preparing questionnaire that are related with research topic.

Theme 1: Training and development program has a huge impact on
organisational performance.
Q1) Does training and development program has a
huge impact on organisational performance?
Frequency
Strongly Agreements 25
Strongly Disagree 5
Strongly Agreements Strongly Disagree
0
5
10
15
20
25
25
5
Column B

Theme 2: Training is effective in generating
customers satisfaction in airline industry.
Q2) Does training is effective in generating
customers satisfaction in airline industry?
Frequency
 Yes 28
 No 2
Yes No
0
5
10
15
20
25
30 28
2
Column B

Theme 3: There are some essential components which are followed
by EasyJet for gaining attention of customers.
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
Low cost
Best Offers
High quality products
Suitable services
0
2
4
6
8
10
12
12
10
5
3
Column B

Theme 4: Different kind of training is provided by EasyJet to their
employee.
Q4) Which kind of training is provided by EasyJet to their
staff members? Frequency
On the job training 22
Off the job training 8
On the job training Off the job training
0
5
10
15
20
25 22
8
Column B

Theme 5: Large number of customers are very much satisfied with
the offered services of firm.
Q5) Are you satisfied with the offered services of
EasyJet ?
Frequency
Yes 27
No 3
Yes No
0
5
10
15
20
25
30 27
3
Column B

Them 6: So many essential components are there which are most
attractive thing of EasyJet.
Q6) Which is the most attractive thing in EasyJet? Frequency
Quality 13
Price 17
Quality Price
0
2
4
6
8
10
12
14
16
18
13
17
Column B