IDEAS home Printed from https://ideas.repec.org/a/ers/journl/vxxviiiy2025i1p383-395.html
   My bibliography  Save this article

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

Author

Listed:
  • M. Grzyb
  • K. Kowalik

Abstract

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.

Suggested Citation

  • M. Grzyb & K. Kowalik, 2025. "Customer Service Digitalization and the Use of Financial Services Offered by a Courier Company," European Research Studies Journal, European Research Studies Journal, vol. 0(1), pages 383-395.
  • Handle: RePEc:ers:journl:v:xxviii:y:2025:i:1:p:383-395
    as

    Download full text from publisher

    File URL: https://ersj.eu/journal/3910/download
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Filippo Bontadini & Francesco Filippucci & Cecilia Jona-Lasinio & Giuseppe Nicoletti & Alessandro Saia, 2024. "Digitalisation of financial services, access to finance and aggregate economic performance," OECD Economics Department Working Papers 1818, OECD Publishing.
    2. Justin Visagie & Ivan Turok, 2021. "The contribution of services to international trade in Southern Africa," Development Southern Africa, Taylor & Francis Journals, vol. 38(1), pages 21-38, January.
    3. Murinde, Victor & Rizopoulos, Efthymios & Zachariadis, Markos, 2022. "The impact of the FinTech revolution on the future of banking: Opportunities and risks," International Review of Financial Analysis, Elsevier, vol. 81(C).
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Wang, Yi-Ran & Ma, Chao-Qun & Ren, Yi-Shuai, 2022. "A model for CBDC audits based on blockchain technology: Learning from the DCEP," Research in International Business and Finance, Elsevier, vol. 63(C).
    2. Sun, Xiaoyan & Xie, Xuanli, 2024. "How does digital finance promote entrepreneurship? The roles of traditional financial institutions and BigTech firms," Pacific-Basin Finance Journal, Elsevier, vol. 85(C).
    3. Galeone, Graziana & Ranaldo, Simona & Fusco, Antonio, 2024. "ESG and FinTech: Are they connected?," Research in International Business and Finance, Elsevier, vol. 69(C).
    4. Umara Noreen & Attayah Shafique & Zaheer Ahmed & Muhammad Ashfaq, 2023. "Banking 4.0: Artificial Intelligence (AI) in Banking Industry & Consumer’s Perspective," Sustainability, MDPI, vol. 15(4), pages 1-16, February.
    5. Baomin Chen & Xinyun Yang & Zhenzhong Ma, 2022. "Fintech and Financial Risks of Systemically Important Commercial Banks in China: An Inverted U-Shaped Relationship," Sustainability, MDPI, vol. 14(10), pages 1-20, May.
    6. Li, Dengjia & Ma, Chaoqun & Yang, Jinglan & Li, Hao, 2024. "ESG performance and corporate fraud," Finance Research Letters, Elsevier, vol. 62(PB).
    7. Freddy Marilahimbilu Mgiba & Thozama Mxotwa, 2024. "Communicating Banking Cyber-security Measures, Customer Ethical Concerns, Experience, and Loyalty Intentions: A Developing Economy’s Perspective," International Review of Management and Marketing, Econjournals, vol. 14(3), pages 123-135, May.
    8. Yelena Popova & Olegs Cernisevs, 2022. "Smart City: Sharing of Financial Services," Social Sciences, MDPI, vol. 12(1), pages 1-17, December.
    9. Guo, Pin & Zhang, Cheng, 2023. "The impact of bank FinTech on liquidity creation: Evidence from China," Research in International Business and Finance, Elsevier, vol. 64(C).
    10. Wang, Haijun & Mao, Kunyuan & Wu, Wanting & Luo, Haohan, 2023. "Fintech inputs, non-performing loans risk reduction and bank performance improvement," International Review of Financial Analysis, Elsevier, vol. 90(C).
    11. Zhao, Yang & Goodell, John W. & Dong, Qingli & Wang, Yong & Abedin, Mohammad Zoynul, 2022. "Overcoming spatial stratification of fintech inclusion: Inferences from across Chinese provinces to guide policy makers," International Review of Financial Analysis, Elsevier, vol. 84(C).
    12. Wang, Di & He, Bin & Hu, Zhimu, 2024. "Financial technology and firm productivity: Evidence from Chinese listed enterprises," Finance Research Letters, Elsevier, vol. 63(C).
    13. Shaochen Xu & Xiaofei Zhou & Zeeshan Ahmad, 2022. "Measuring the Psychological Behavior of Tourism Service Providers in Low-Income Regions: Implementing Effective Service Marketing and Performances Strategies," Sustainability, MDPI, vol. 14(18), pages 1-18, September.
    14. Son, Bumho & Jang, Huisu, 2023. "Economics of blockchain-based securities settlement," Research in International Business and Finance, Elsevier, vol. 64(C).
    15. Ge, Wenfeng & Yang, Ping & Pan, Xu & Ran, Qiying, 2024. "Sustainable utilization of mining resources: Exploring the impact of FinTech on green development from the perspective of mining enterprises," Resources Policy, Elsevier, vol. 97(C).
    16. Kou, Mingting & Yang, Yuanqi & Chen, Kaihua, 2024. "Financial technology research: Past and future trajectories," International Review of Economics & Finance, Elsevier, vol. 93(PA), pages 162-181.
    17. Pacelli, Vincenzo & Miglietta, Federica & Foglia, Matteo, 2022. "The extreme risk connectedness of the new financial system: European evidence," International Review of Financial Analysis, Elsevier, vol. 84(C).
    18. Anwer, Zaheer & Khan, Muhammad Arif & Hassan, M. Kabir & Singh, Manjeet Kaur Harnek, 2024. "Assessing dynamic co-movement of news based uncertainty indices and distance-to -default of global FinTech firms," Research in International Business and Finance, Elsevier, vol. 71(C).
    19. Shafiq Ur Rehman & Sajjad Nawaz Khan & Waseem Subhani & Iftikhar Mehboob & Muhammad Noman Yaseen & Asad Qayoom, 2023. "Impact of Distributed Ledger Technology (DLT) and Fintech Investment on Central Bank Policy and Monetary Policy Effectiveness," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 12(3), pages 202-210.
    20. Wei, Lu & Jing, Haozhe & Huang, Jie & Deng, Yuqi & Jing, Zhongbo, 2023. "Do textual risk disclosures reveal corporate risk? Evidence from U.S. fintech corporations," Economic Modelling, Elsevier, vol. 127(C).

    More about this item

    Keywords

    CEP; digitalization; financial services.;
    All these keywords.

    JEL classification:

    • M12 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Personnel Management; Executives; Executive Compensation
    • M21 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Economics - - - Business Economics
    • O14 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - Industrialization; Manufacturing and Service Industries; Choice of Technology
    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ers:journl:v:xxviii:y:2025:i:1:p:383-395. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Marios Agiomavritis (email available below). General contact details of provider: https://ersj.eu/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.