Customer Service Digitalization and the Use of Financial Services Offered by a Courier Company

Purpose: The aim of the article is to analyze the impact of the customer service digitalization on the use of financial services offered by a courier company. Design/Methodology/Approach: We used a critical analysis of literature in the field of digitalization, customer service process and courier companies’ financial services, an examination of documents concerning a certain company, a diagnostic survey method conducted among customers of a chosen courier company and statistical research. Findings: There is a noticeable interaction between the variables analyzed, but its strength is at best average. The age has a moderate impact on the use of financial services provided by a company from the courier industry. The benefits of digitalization that affect the frequency of using financial services provided by the analyzed courier company are in order from the most important to the least important benefit, increased knowledge of staff, shorter waiting time for service and increased trust in postal services. Courier company customers most often use its financial services out of necessity. Another, slightly less important, motive is related to financial issues. Considering the benefits of digitalization of financial services, according to the study participants, the greatest benefit of this process is the increase in knowledge of the staff of the company subject to the study. It is this factor that has the strongest impact on the increase in the frequency of their use of the financial services of the described company. The respondents most often indicated necessity as the main reason justifying the use of this type of services from the postal operator. Practical implications: The results obtained are a valuable source of information for both practitioners (managers of courier companies and representatives of financial sector entities) and theoreticians (researchers analyzing the processes taking place in the CEP sector and other industries strongly affected by digital transformation). Originality/Value: This article fills the identified literature gap. It has been shown that there is a wide range of theoretical studies and research in the field of customer service process and analysis of the courier services market and the impact of digitalization on business activities. The conducted research indicated that there is a lack of analysis of the connections between customer service digitalization and the use of financial services offered by a courier company.