Měření kvality služeb ve vlacích kategorie EC/IC/Ex

Abstract

The bachelor thesis deals with the measurement of services quality on higher category trains of České dráhy, the joint-stock company. Thesis gives an information overview and theoretical research about measurement of quality focused on services and customer and describes the methodology of gathering information in marketing research preliminary phase and implementation phase. Next chapter explain in detail customer satisfaction analysis. The measurement of quality and satisfaction is investigated further performing statistical data analysis using SPSS software. Customer profile is subsequently defined and speculated hypotheses are assessed. Final chapter present suggestions and recommendations for developing services based on the quality measurement results.