Report on Customer Satisfaction: easyJet and Ryanair Airlines

This report analyzes customer satisfaction for easyJet and Ryanair airlines in the UK market. It examines the factors contributing to customer dissatisfaction despite low fares, including service quality and profitability compared to other airlines. The objectives include understanding customer expectations, surveying customer satisfaction, identifying operational weaknesses, assessing market competition, analyzing customer issues, and exploring improvement strategies. The report highlights that while both airlines offer low fares, they face challenges in providing sufficient services and maintaining customer satisfaction. The report aims to provide a comprehensive overview of the current state of the airlines' customer satisfaction and offers insights into potential areas for improvement.

Assessing the reasons behind dissatisfying customers even after providing low cost facilities by easyJet and Ryanair airlines
OBJECTIVES
 To understand the expectation of the customers in the airlines industry
 To survey the market regarding the customer satisfaction for this industry
 To find out the lagging areas in the business operation for both the low cost airlines services
 To assess the competition among the market in the airlines industry
 To understand the factors behind the issues faces by the customers
 To explore the process of improvement for the both airlines organisation
3
5
%
30
%
1
5
%
1
0
%
10
%
Do you think that, easyJet
and Rynair airlines are the
lowest fare airlines in the
UK market?
Strongly
Agree
Agree
Neutral Disagree
Strongly
Disagree
4
0
%
3
5
%
5
%
1
5
% 5
%
Do you think that, other
airlines are making more
profitability rather than
easy Jet and Rynair
Airlines?Strongly
Agree
Agree
Neutral Disagree
Strongly
Disagree
5
0
%
2
3
%
5
%
1
4
%
9
%
Do you think that, easyJet
and Rynair airlines did
not provide sufficient
services for the customers?
Strongly
Agree
Agree
Neutral Disagree
Strongly
Disagree
2
0
% 1
0
%
1
5
%
10
%
4
5
%
Do you think that, both
the companies are
maintaining the steady
relationship with the
customers?Strongly
Agree
Agree
Neutral Disagree
Strongly
Disagree
easyJet and Ryanair airlines are
the lowest fare airlines in the
UK market
easyJet and Ryanair airlines did
not provide sufficient services
for the customers
Other airlines are making
more profitability rather than
easy Jet and Ryanair Airlines
Both companies are
maintaining the steady
relationship with the customer
FINDINGS
easyJet and Ryanair airlines are the lowest fare airlines in the UK market.
easyJet and Ryanair airlines did not provide sufficient services for the customers
Other airlines are making more profitability rather than easy Jet and Ryanair Airlines