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Management: Journal of Sustainable Business and Management Solutions in Emerging Economies
2018, vol. 23, br. 3, str. 15-31
jezik rada: engleski
vrsta rada: neklasifikovan
doi:10.7595/management.fon.2018.0005


Customer satisfaction with postal services in Serbia
(naslov ne postoji na srpskom)
aUniverzitet Union Nikola Tesla, Faculty of Business Studies and Law, Belgrade
bUniverzitet u Prištini (Kosovska Mitrovica), Ekonomski fakultet
cUniverzitet Union Nikola Tesla , Faculty of Business Studies and Law, Belgrade + University of Donja Gorica, Faculty of Sport Management, Podgorica, Montenegro

e-adresa: markopavlovic82@mts.rs

Sažetak

(ne postoji na srpskom)
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.

Ključne reči

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