R40 - Transportation Economics: GeneralReturn

The aim of this paper is to explore and analyze interdependence of marketing trend customer experience, value creation and perception and price sensitivity as potential building blocks for differentiation. This paper is based on the collection and analysis of both primary and secondary data. The primary data were acquired from service providers and through an online questionnaire on customer experience, perceived value, and price in the city transportation realm. The secondary data were obtained through thorough the research of Web of Knowledge-indexed scientific articles from the years 2015–2018 on these topics. The analysis of the secondary data revealed close interconnections between the subjects of interest – customer experience, value creation and perception, and price. Customer experience is considered to be the tool for value creation and co-creation, the key for differentiation, but also the necessary area to focus on and manage to stay relevant on the market. The findings from the primary research support the theoretical findings in the Czech city transportation domain. The research identifies customer experience improvements (e.g., personalization, customization, comfort, speed, trust, simplification, modern technology integration, seamlessness, balancedness) which city transportation newcomers used to differentiate from the deep-rooted competition. These improvements brought added and easily perceived value to the customers, helped to build and strengthen brand image and eroded the existing customer loyalty.

The article aims to analyse causes of flight delays in Czech Republic and to assess their financial consequences for airlines. Methods of multidimensional statistics were used for data processing, specifically independence tests in contingency tables and correspondence analysis. We see the biggest savings in assurance of excellence technical condition of aircraft. We would recommend idea of alternative aircraft (without flight plan) especially in case of long delays, of which the monitored airline has a large number and has to pay high financial amounts due to financial compensations for passengers. It is also possible according to our analysis to prevent longer delays by cooperation with flexible suppliers and appropriate form of penalties. Other causes of long delays were defined, but they can be hardly influenced, for example weather in destinations, transport of disabled people, necessity of treatment of passenger with healthy problems etc., these are delay reasons that doesn't mean necessity of paying out financial compensation, but they cause chaining of delays.