Typologie zákazníků na trhu vlakové dopravy

Abstract

The aim of this diploma thesis was to design a typology of customers in the train transport market within the B2C market in the Czech Republic, based on the attitudes of these customers. Data collection was performed through an online questionnaire survey and the research tool was a questionnaire consisting of 22 questions. After completion of data collection, the data were processed and coded, followed by statistical analyzes, the key ones being factor and cluster analysis. Based on previous analyzes, 5 customer clusters were created. Apathetic passengers (18,5 %) are among the smallest fans of train transport. They do not consider this type of transport to be reliable in time and not very convenient. Casual passengers (19,1 %) are characterized by irregular train travel and use only in the most urgent cases. Demanding passengers (20,7 %) travel by train on various routes and are glad to pay extra for above-standard services. They also often order refreshments on the train and use additional services. Regular unpretentious passengers (15 %) travel by train most regularly of all segments and consider traveling by train to be cost-effective, and do not order refreshments during the journey. Enthusiastic passengers (26,9 %) are the biggest fans of train transport. They consider traveling by train to be relaxing and if they can, they like to order refreshments or pay extra for above-standard services.