Měření spokojenosti zákazníků se službami dopravních společností

Abstract

The topic of the thesis is customer satisfaction measurement with the services of the transport companies RegioJet, a.s. and Leo Express Global, a.s. The main objective of the thesis is to determine the level of customer satisfaction with these companies and on this basis to provide suggestions and recommendations leading to the improvement of the quality of services offered and to obtain more satisfied customers. The thesis is divided into two parts. The first part contains the theoretical background of satisfaction measurement and description of the transport companies. The methods and procedures that were used for data collection and subsequent processing are also described. The research specifically focuses on the companies' long-distance passenger train services. Customer satisfaction was measured by an electronic questionnaire survey. The second part of the thesis includes all the data analysis carried out. The last part of the thesis includes specific suggestions and recommendations for both companies.