Porovnání spokojenosti zákazníků s českými železničními dopravci

Abstract

Bachelor thesis is focused on comparison of customer satisfaction with trains SC Pendolino and yellow trains of the RegioJet company. Thesis is divided into 7 chapters. The first chapter is an introduction to the topic and the last chapter a conclusion. Second chapter contains the characteristics and marketing mix of both companies, České dráhy and RegioJet. The third chapter is focused on the theoretical basis of the customer satisfaction measurement. Terms as services and theirs characteristics, customer, need, customer satisfaction, measurement of customer satisfaction, and service marketing mix are defined. The forth chapter describes research methodology. The fifth chapter includes analysis of the customer`s responses obtained from the questionnaire. Replies from the customers of the České dráhy company were compared with the replies of the customers of the RegioJet company. The aim of the analysis was to examine factors such as satisfaction with the price, comfort, speed, security. Furthermore, for example, the most common way to purchase tickets, satisfaction with process of booking and ticket purchase, satisfaction with websites of České dráhy and RegioJet company. After evaluating the data it was possible to propose several recommendations for the České dráhy company, which are located in the sixth chapter. This thesis may be a source of information and various findings for the České dráhy company.