Customer satisfaction with postal services in Serbia

Authors

  • Marko Pavlović Pošta Srbija
  • Radica R Bojičić Faculty of Economics, University of Prishtina, Kosovska Mitrovica
  • Milijanka C Ratković Faculty of Business Studies and Law, “UNION - Nikola Tesla” University of Belgrade and the Faculty of Sport Management

DOI:

https://doi.org/10.7595/management.fon.2018.0005

Keywords:

Post,, competitiveness, expectations of postal services users, perception of users of postal services, Servqual model

Abstract

Research question: This study examines users’ satisfaction with the postal service in Serbia using a questionnaire measurement. Motivation: the Post of Serbia operates both with private and business clients, with whom it has long-term relationships not only in terms of sending and receiving parcels, but also with new and modern services. Due to the growing competition on the market, the question arises how to place the Post of Serbia on the market in the future. Data: Primary data of postal services, new postal services, as well as a custom questionnaire for examining users’ attitude towards postal services intended for private clients. Tools: Method of survey, Descriptive statistics, Method of analysis and Content analysis. Findings: The satisfaction of users of postal services is an important element of the perseverance and development of the Post of Serbia. Contribution: Quality review of postal services in the opinion of the private users. Obtained gap between users satisfaction and needs and further directions in which the Post of Serbia should be developed according to the user’s opinion.

Author Biographies

Marko Pavlović, Pošta Srbija

Born in 1982 in Belgrade. A Ph.D. student at “UNION - Nikola Tesla” University of Belgrade. He has participated in several international conferences and has published scientific papers in journals recognized by the Ministry of Education. More than twenty scientific papers were published so far. He was elected and worked as an assistant at the Faculty of Economics and Engineering Management in Novi Sad in period of three school years. Employee of Posta Srbije. Area of ​​interest: management, human resources management, banking and customer relations.

 

 

Radica R Bojičić, Faculty of Economics, University of Prishtina, Kosovska Mitrovica

Assistant professor at the Faculty of Economics, University of Prishtina, Kosovska Mitrovica on Mathematics, Statistics, Operations Research majors  at the undergraduate, Econometrics at master and the methods and techniques of scientific research and analysis on doctoral studies. She is the author of   several published papers on the SCI list. She has participated in several international conferences in the country and abroad. Her research interests include linear algebra, special array class, mathematical analysis and differential equations.

 

 

Milijanka C Ratković, Faculty of Business Studies and Law, “UNION - Nikola Tesla” University of Belgrade and the Faculty of Sport Management

Milijanka Ratkovic is an Associate Professor at the Faculty of Business Studies and Law, “UNION - Nikola Tesla” University of Belgrade and the Faculty of Sport Management, University of Donja Gorica in Podgorica. She is teaching Marketing, Consumer Behaviour and Marketing in sport courses. She is the author of more than seventy articles published in national and international journals, conference papers, including chapters in monographs and monographic publications.

 

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Published

2018-03-06

How to Cite

Pavlović, M., Bojičić, R. R., & Ratković, M. C. (2018). Customer satisfaction with postal services in Serbia. Management:Journal of Sustainable Business and Management Solutions in Emerging Economies, 23(3), 15–33. https://doi.org/10.7595/management.fon.2018.0005

Issue

Vol. 23 No. 3 (2018)

Section

Articles

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