Měření spokojenosti zákazníků se službami dopravního podniku

Abstract

The diploma thesis is dealing with methods of customer satisfaction measurement with services of transport company. The aim of thesis was to identify satisfaction with various parts of the marketing mix of services. Based on the current functioning of the company, I conducted a detailed analysis of the marketing mix.After that I started measuring customer satisfaction by the primary research with the questionnaire. On the basis of the research outcome I formulated concrete proposals which should lead to the increase of customer satisfaction with services of transport company.