Analýza konkurence vlakových dopravců na českém trhu

Abstract

This bachelor’s thesis focuses on the comparison of selected railway transport providers operating in the Czech market, specifically České dráhy, a.s., RegioJet a.s., and Leo Express a.s.. The main objective of the thesis was to evaluate these providers from the consumer’s perspective, based on field research using the mystery shopping method. The theoretical part defines the railway transport market, describes key concepts related to consumer behavior, and characterizes the individual railway companies. The practical part of the thesis is dedicated to data collection through the observation of selected elements of the customer experience during actual train journeys with each provider. Aspects such as websites, ticket purchasing process, staff approach, level of comfort, train cleanliness, and additional services were evaluated. The results showed that the highest-rated provider was Leo Express a.s., mainly due to its high-quality customer service and a high level of comfort. The findings of the thesis may serve as recommendations for improving the services of individual providers and as a guide for consumers when choosing railway transport. The thesis also includes proposals for improving identified shortcomings, which were formulated in the passive voice with an emphasis on objectivity and a suggestive tone.