Měření spokojenosti zákazníků s vybranou leteckou společností

Abstract

This diploma thesis focuses on measuring customer satisfaction with the selected low-cost airline. The work analyzes key factors influencing the customer experience, identifies decisive elements in choosing an air carrier, and examines the causes of passenger dissatisfaction. Using an online questionnaire survey, data was collected that confirmed the dominant role of price as the main selection criterion, but also the importance of other factors such as staff behavior and destination attractiveness. The research demonstrated differences in preferences across various economic groups and the impact of negative experiences on future customer behavior. Based on the findings, specific recommendations are formulated to improve the services provided with the aim of increasing customer satisfaction and strengthening the company's competitive position in the low-cost airline market.