Marketingový výzkum zaměřený na spokojenost zákazníků Dopravního podniku měst Mostu a Litvínova, a.s.

Abstract

The goal of this dissertation is to design changes or measures which would lead to improvement of customer satisfaction of Transport company of towns Most and Litvinov, a.s. These changes or measures would be design based on the results of investigations concerning the evaluation of customer satisfaction with the urban public transport providing in towns Most and Litvinov and with personal routes in suburban areas. Describes of particular chapters describe above company and current monitoring of passenger satisfaction and the environment in which this company operates. Dissertation is focused on marketing research with questionnaire, from which I acquired and analyzed the necessary data about whether DPmML, a.s., provides sufficient comfort in travel to its customers. In conclusion of this document are, based on the results of the investigation, proposed specific measures.