Analýza chování spotřebitele v železniční dopravě

Abstract

The aim of the bachelor thesis is to characterize the transport company Leo Express and to find out the level of satisfaction of the passengers and their personal suggestions for improving certain aspects of the company. Passenger satisfaction is ascertained through the use of a created anonymous questionnaire, which includes questions of various types. The results of the research are shown and commented upon. The thesis is divided into 3 parts: theoretical background of consumer behaviour, company characteristics and consumer behaviour analysis. The first part focuses on the description of consumer behaviour and marketing. The second part characterizes the ownership structure and economic performance, services provided and distribution channels, company communication, employee structure, staffing and SWOT analysis. The last part is aimed at commenting and presenting the results of the research conducted through personal interviews. The thesis also includes recommendations for improving certain aspects of Leo Express.