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2017, iss. 1-2, pp. 108-120
Comparative analysis of customer satisfaction in postal and banking services
University 'Union - Nikola Tesla', Faculty for Business Studies and Law, Belgrade

emailmilijanka.ratkovic@fpsp.edu.rs, markopavlovic82@mts.rs, maja.andjelkovic@fpsp.edu.rs
Abstract
The goal of this study is a comparative analysis of customer satisfaction towards postal and banking services in Serbia. In addition, this paper should provide guidance on how managements of the Post Office and the Bank should behave on the market. The survey was conducted throughout the whole Serbian territory. The subject of the research is to measure the perception of postal and banking services, in order to assess the quality of services and the impact of expectations on the level of perceived quality. Testing and final conclusions about the level of quality of postal and banking services was carried out on the basis of the existing literature and modified SERVQUAL model.
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article language: English
document type: Original Paper
DOI: 10.5937/intrev1702108R
published in SCIndeks: 05/10/2017
Creative Commons License 4.0