Zlepšování kvality v osobní železniční dopravě

Abstract

The aim of my diploma thesis is to analyse customer satisfaction with the Czech railway services, especially with the travelling in train 471 City Elefant after that to suggest individual steps of quality improvment in services providing. In the introductory part I discussed theoretical base where I focused on permanent quality advancements, basic tools together with plant characteristics. I made the analysis of customer satisfaction with the train 471 City Elefant by the method Quality journal. I used basic tools of permanent duality improvement. Based on the analysis I found out the customers are not satisfied with the train 471 City Elefant mainly with its air conditioning. Finally I suggested possible measurements how to improve the train duality followingly the customer satisfaction.