Zhodnocení kvality služeb poskytovaných Dopravním podnikem Ostrava z pohledu zákazníka

Abstract

This thesis deals with the evaluation of quality of service Dopravní podnik Ostrava, whose principal activity is the provision of services in passenger transport. The theoretical part focuses on the interpretation of terms related to quality, service, customer satisfaction, and especially with the methods used, such as ECSI. In the third part are presented company, its historical development, organizational structure, financial situation and quality management services. The following is a practical part that analyzing and evaluating data based on the survey. To obtain data needed for the analysis was used interrogation in written and electronic form of questionnaire and exploration. Results of the analysis should reveal the weak points that need to be improved. Finally, are recommended actions needed to improve the quality of services.