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Influence of the organizational structure of Polish passenger railways on the process of communication with customers

Summary The aim of the article is to show the influence of the complicated organizational structure of Polish railways on the process of communication with customers. A thesis was formulated that one of the significant problems significantly contributing to the low popularity of rail services compared to other countries and the poor image of Polish railways are deficiencies in communication with customers resulting from an extremely complicated and incomprehensible organizational structure for customers. The theoretical part presents the contemporary understanding of organizational structure. On the other hand, the empirical part shows, based on the analysis of secondary sources, communication problems resulting from imperfect relations between individual entities manifested in the duplication of activities and undertaking projects that are assessed by clients as chaotic and inconsistent. The results of the research can be used by Polish railways to reorganize their organizational structures towards improving communication with customers.