Kształtowanie relacji z klientami w internecie na przykładzie polskich spółek kolejowych oferujących przewozy pasażerskie
Shaping Relationships with Customers on the Internet Shown on the Example of Polish Railway Companies Offering Passenger Transport

Summary/Abstract: At present, over 1/3 of all transactions connected with ticket purchasing are made online. In addition, entities offering passenger rail transport communicate with their customers by providing a wide range of programmes and applications related to timetables and route search, ticket prices and promotional offers, as well as current trains location on the route and delay monitoring. The paper aims at showing different areas of the process of shaping relationship with customers on the internet, discussing its determinants and effects, as well as highlighting its strengths and weaknesses compared to activities of national competitors and entities offering passenger rail transport in other countries. The author presents importance of on-line relationships in communicating with current and potential purchasers of rail services and the analysis and evaluation of various activities undertaken in various scope by various companies involved in the provision of passenger rail transport.

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