Měření spokojenosti zákazníků se službami dopravní společnosti

Abstract

The goal of the bachelor thesis is find out if the customers are satisfied or dissatisfied with services of company České dráhy, a.s., and formulate suggestions how to increase the customers satisfaction based on collected informations. This company is national railway enterprise, which main activity is personal railway transport. There was necessary to define basic theoretical solutions of given problems. First step of the application part was introduction of the railway company České dráhy, a.s. Next step was creation of questionnaire considering chosen ECSI model. At last there was research of customer satisfaction. The bachelor thesis was finished by formulations of suggestions and recommendations for České dráhy, a.s. company. Objectives of this suggestions are improving of customer needs and achieving the customer satisfaction and loyalty to this company.