Měření spokojenosti obyvatel s městskou hromadnou dopravou

Abstract

The topic of this Bachelor Thesis is satisfaction measurement of city inhabitants with public transport which is realized by company ČSAD Havířov a.s. in the territory of statutory city Havířov. Goal of this Thesis is. To find out overall customer satisfaction with offered services in area of public transport and also customer satisfaction with factors and elements which create public transport as whole. The next step is. At the basis of collected data, provide these data to the company, which can be used then for quality service improvement and satisfaction improvement among its customers. Research method which is applied for satisfaction survey is, questionnaire survey. Thesis is divided into two basic parts. First part is focused on characteristic of company ČSAD Havířov a.s. and also customer satisfaction and its own survey method. Second part of this thesis contains. Inhabitant satisfaction analysis with public transport and also propositions and recommendations for satisfaction increase with provide services an quality improvements of public transport in Havířov.