How to Increase ancillary Service Revenue of easyJet
TABLE OF CONTENTS
TABLE OF FIGURES
Figure 1. 0 - Data Source Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Figure 2. 0 - Benefits of Secondary Data . . . . . . . . . . . . . . . . . . . . . 10
Figure 3.0 - Top Down Approach . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Figure 4.0 - Quantitative Data Analysis Structure . . . . . . . . . . . . . 15
Figure 5.0 - Data Quality Model . . . . . . . . . . . . . . . . . . . . . . . . . 16
THE PROPOSAL
An Investigation into Easy Jet airlines customer satisfaction, as a result of their strategic low cost carrier business model, of implementing budget pricing and ancillary services to increase profitability and market competitiveness.
1. INTRODUCTION
1.1 AIRLINE CUSTOMER SATISFACTION
"Being on par in terms of price and quality only gets you into the game. Service and customer satisfaction wins the game." (Alessandra, 2003, p.1).
Within today’s worlds vibrant and rapidly growing international tourism industry, customer satisfaction has developed to be one of the most influential factors to companies’ profitability, market competitiveness and success. Especially inside the airline sector of the industry, customer satisfaction is of great importance as the traveler purchases an experience, which he then depends on for the entire duration of the trip of which the experience and positive or negative aspects are not in his control. Customer satisfaction is influenced by a range of factors, from timeliness, hospitality, assistance, avoidance of delays, safekeeping of personal goods, safety, relaxation and comfort, to efficiency and care taking of individual needs (Dong, Dresner & Smith, 2013).
In order for airlines to survive and remain profitable within the industry it has become vital to closely monitor and focus on the individual
TABLE OF FIGURES
Figure 1. 0 - Data Source Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Figure 2. 0 - Benefits of Secondary Data . . . . . . . . . . . . . . . . . . . . . 10
Figure 3.0 - Top Down Approach . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Figure 4.0 - Quantitative Data Analysis Structure . . . . . . . . . . . . . 15
Figure 5.0 - Data Quality Model . . . . . . . . . . . . . . . . . . . . . . . . . 16
THE PROPOSAL
An Investigation into Easy Jet airlines customer satisfaction, as a result of their strategic low cost carrier business model, of implementing budget pricing and ancillary services to increase profitability and market competitiveness.
1. INTRODUCTION
1.1 AIRLINE CUSTOMER SATISFACTION
"Being on par in terms of price and quality only gets you into the game. Service and customer satisfaction wins the game." (Alessandra, 2003, p.1).
Within today’s worlds vibrant and rapidly growing international tourism industry, customer satisfaction has developed to be one of the most influential factors to companies’ profitability, market competitiveness and success. Especially inside the airline sector of the industry, customer satisfaction is of great importance as the traveler purchases an experience, which he then depends on for the entire duration of the trip of which the experience and positive or negative aspects are not in his control. Customer satisfaction is influenced by a range of factors, from timeliness, hospitality, assistance, avoidance of delays, safekeeping of personal goods, safety, relaxation and comfort, to efficiency and care taking of individual needs (Dong, Dresner & Smith, 2013).
In order for airlines to survive and remain profitable within the industry it has become vital to closely monitor and focus on the individual
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