Analýza spokojenosti zákazníků se službami dopravní společnosti

Abstract

Bachelor's thesis was focused on customer satisfaction analysis with the services of Czech Railways, and the goal of this thesis was to see how customers are satisfied with the services of Czech Railways, and on the basis of information from me by a marketing research, has been proposed recommendations for improving and upgrading the services provided to customers . In the theoretical part I work defining the marketing mix of services, specific services and the notion of a satisfied customer and then the characteristics of joint-stock company Czech Railways. Practical methodology includes data acquisition and later analysis of the information obtained. Marketing research has focused on several factors mainly related to the tangible product of Czech Railways, such as satisfaction with the equipment of vehicles, safety in the car, satisfaction with premises railway-stations and more. Research tangible product was added to the price levels of satisfaction with services and staff ČD. At the end of thesis are set out proposals and recommendations to increase customer satisfaction Czech Railways, as arising from the acquired information gathered not only from the marketing research.