Delivery in day(s): 5
This Research Project Management Assignment has been conducted to analyse different aspects related to the effective management in the travel and tourism industry and make impact on the overall effectiveness of the organisation. In this research report there is analysed impact of the management between the demand and supply within the organisation which can make impact on the overall quality providing by the company to its customers and achieve positive and effective market positioning and customer loyalty and retention. This report will define various aspects related to the impacts of the financial changes on the managerial changes and their impacts on each other by the way of using an organisation.
Research title: Customer satisfaction level in Easy Jet Airline
This research report is a detailed study of various aspects related to the customer satisfaction level in an organisation based on the services provided by an organisation in a situation of increase in the demand. Easy jet which is an airline company providing its services in various countries. The company has adopted a strategy in which it has decreased its prices of tickets which leads to increase in the demand and number of customers of the company. With the increase in the customers of the company there can be faced various problems related to the effective service providing to its customers of the company and lead to unsatisfied customers of the company that can make impact on the overall effectiveness of the company(Dawson, 2010). Easy jet Plc is Europe’s leading Airline Company which is operating within more than 30 countries and in 820 routes and providing more than 70 million passengers in a year which is huge amount. For further expansion of its services company is working on its budget and reducing its cost of tickets to attract more customers.
Aim of this research project is to identify the effectiveness of the services providing by the company to its customers and their effectiveness and efficiency level which can make impact on the customer satisfaction which make impact on the overall effectiveness and efficiency of the company. This research project will analyse the impact on the level of satisfaction of the customers with the impact of decrease in the product cost of the company(Dawson, 2010). So this overall study will aim to evaluate the customer satisfaction in the airline company EasyJet.
Objectives of the research are the ultimate destination to be achieved in the research project. There are set some objectives in the initial stage of the research which are to be achieved in the research. Following are the objectives of this research project-
In every organisation there are made efforts to achieve effective customer satisfaction which can help in making effective organisational positioning and lead the organisation to achieve goals of the organisation. Customer satisfaction can be defined as to effectively handle various aspects of customers of the company by analysing their requirements and demand and working on that. Customer satisfaction can be defined as a marketing term in which there are defined the level of matching the customer expectations by the organisation through its products and services.(Samraz & Bakhtiar 2012)
As per the research conducted by the Samraz Hafeez and Bakhtiar Muhammad about the customer satisfaction and loyalty programme and their impact on different industries there is defined that in every organisation the road to success is through its customers and it is opportunity for the organisations to achieve effective growth through satisfying its customers in effective manner by providing effective quality in services to the customers.(JENET, 2011)
There is defined effective relationship between the service quality of the company working in service industry and the customer satisfaction level which is defined as direct relationship as in increase in the service quality will result as increase in the customer satisfaction which is defined in the research report of Jenet Manyi Agbor.
Resource implications: There are implicated various resourceswhich can make impact on theresearch project which are defined as there are various aspects
There are various aspects which can make impact on the process of research project selection. To have effective study and opportunity to expand in different aspects there can be done research on this research topic. Following are the factors that contribute in the process of research topic selection.
Customer satisfaction is important and essential for the effective running of an organisation which can be influenced with the level of customer expectations and their impact on the overall organisational efficiency. The Easy Jet Airline Company is offering services to its customers from a long duration and making effective revenue from these services and this is helping in making effective market positioning of the company and this cannot be done without satisfying customers of the company which can make impact on the overall efficiency.For understanding the key references of the customer satisfaction we will analyse key influential factors which make impact on customer satisfaction which are as follows.
Planning for research
2 October 2016
6 October 2016
Initial planning is done for the research for the purpose of gathering data using different sources.
Implementation of the plan made in the initial stage
7 October 2016
14 October 2016
Implementation of plan is done by the researcher.
Data collection for research purpose
15 October 2016
24 October 2016
Different sources are used to collect data which can be primary and secondary data.
Analysis of collected data and information.
25 October 2016
Different tools and techniques are used to analyse collected data and make different conclusion based on this analysis.
Conclusion based on the results ofanalysis
28 October 2016
Results of data analysis is used to define conclusion of the research process which helps in providing different recommendations for the research programme.
In the research process there is effective role of resources to carry out any research into effective manner and can reach to efficient results. There is required to match the organisational resources with the research questions and hypothesis which can make impact on the different aspects of the analysis of customer behaviour and client attitude. Easy Jet airline is one of the largest British airline companiesproviding services to various clients all around the globe and there is analysed the level of satisfaction the company providing to its customers and clients (Dignam, et. Al 2016).There are using different tools and techniques for the effective collection of data and information which can make impact on the different aspects of research. Following are the resources which are required for the research-
Hypothesis: Hypothesis can be defined as the different aspects related to the assumptions of various aspects which can make impact on the overall effectiveness of the research. Following are the null hypothesis for the research.
Research questions and matching them to resources-
The company is using various resources which are focused on the direction to match the requirement of the hypothesis and research questions. In the Airline industry the Easy Jet is proving as one of the most effective and leading companies of Britain that means that the company is effectively satisfying its customers.
This research project is based on the calculation of customer satisfaction in the airline company Easy Jet which is leading in Britain and different countries around the globe and satisfying its customers. The company had adopted strategy in which the prices and cost of the products are reduced of the company to expand the market share of the company and provide its services to huge number of customers(Tchuem, et. Al 2011).
Research specification defines overall process of the research in which there are defined all the activities and steps which are to be executed in the whole process of research. According to the research specification in the first step there is to define the plan which is to be followed by the company to provide effective management of the research in which there are analysed the literature review related to customer satisfaction and the different levels of services that should be provide to the customers of airline industry. Research methodology of the company is set in which the qualitative and quantitative research methodology is used in this research and data collection is done by taking the views of the customers of the company by way of following primary sources like survey through questionnaire and interviews.The research questions and objectives are to be followed by the researcher and different questions related to the customer satisfaction are asked to the clients and customers of the airline industry.
In a research project there are required different data which can be collected by using different sources and have their role and importance in the research process and also. The following are different types of data which are collected in the research project (Schimmel, et. Al 2014). There are collected primary and secondary data by using different types of sources. The customers of the Easy Jet airline are taken for the purpose of data collection using different primary sources of data collection. Secondary data is collected by using different websites, research papers, newspaper and magazine and different reports of the company showing its procedures to provide effective services to its customers who make impact on the overall effectiveness of the organisation. The research questions in this research are based on the identification of the level of customer satisfaction in the airline company Easy Jet which is handling huge number of customers due to its decreased product prices(Schimmel, et. Al 2014).There is selected participants based on the sampling method in which there are taken customers and clients of the company and analysingdifferent aspects related to their expectations from the company and the level to which company is meeting that level. Following are the responses which are collected from different participants in the research.
Customer satisfaction has direct relationship with the quality of services providing by the Easy Jet Airline company.
Customers of the company responded as 60 % customers were agreed with the statement and 10 % was neutral and rest was disagreed with this statement.
The company is providing customised services to its customers on these low product prices.
50% customers and clients are agreed with this statement and rest was disagreed.
The management is working of the company to manage all the activities of the company to provide effective customer satisfaction by matching with the customer expectation.
Customers and clients of the company responded as 45% are agreed and rest was disagreed with the statement.
In the research project to identify the customer satisfaction level of the airline company Easy Jet there are analysed the collected data which is making impact on the different aspects related to the research results and provide conclusion of the research. The following are some research evaluation techniques which can define the various aspects related to the research conducted (Clausen, et. Al 2010).
Table 1: Easy Jet is making changes in its pricing strategies to attract more customers and developing competitive advantage within its competitors.
Analysis- The company is adopted this strategy to attract huge number of customers to provide them services and expand the market of the company. This is supported by the maximum number of respondents in the research project.
Table 2: The company is providing customised services to its customers on these low product prices.
Analysis- It is analysed in the respondents are satisfied with the quality of services providing by the company and making it effective in the low product prices which are making impact on the overall aspects of the organisational productivity.
Table 3: The management is working of the Easy Jet Plc to manage all the activities of the company to provide effective customer satisfaction by matching with the customer expectation.
Analysis- The major number of respondents are agreed that the company is having effective management in the company to handle all the aspects which can help in effectively manage the customer services and expectations and satisfy them.
Use an agreed format and appropriate media to present the outcomes of the research to an audience?
There are defined various aspects related to the customer satisfaction and its impacts on the organisational effectiveness and there are also analysed the various factors which make impact on the customer satisfaction and can lead to influence them. There are also analysed various aspects which define the positive relationship between the quality of product and customer satisfaction. Easy Jet British airline company is provising services on low charges which is making impact on the customer satisfaction. And this research report has been conducted on the identification of the customer satisfaction level of the company.
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