Komparace zákaznické cesty českých cestujících u terminálů na Letišti Václava Havla v Praze

This master's thesis focuses on a comparative analysis of the customer journeys of Czech passengers at Terminal 1 and Terminal 2 of Václav Havel Airport Prague. The primary objective is to identify differences in passenger experiences between the respective terminals, specifically evaluating the quality of provided services, process fluidity, information availability, environmental comfort, and interaction with the airport's digital channels. The research integrates theoretical frameworks concerning the customer journey concept, customer experience management, and service quality standards with empirical research conducted among Czech passengers. A combination of research methods is employed to comprehensively capture both the objective operational aspects and the subjective perceptions of service quality. Particular emphasis is placed on identifying the key touchpoints that shape the overarching customer journey through the airport. The findings of this thesis yield recommendations for enhancing the customer experience and optimizing services at both terminals, ultimately aiming to strengthen the competitiveness of Václav Havel Airport Prague and increase its attractiveness to domestic clientele.