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Customer service quality management on the courier services market

Author

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  • Adam Marcysiak

    (Siedlce University of Natural Sciences and Humanities, Poland)

Abstract

The purpose of the study is to evaluate the quality management of customer services. The paper demonstrates the results of own research on the quality standards of customer services in courier service companies. The significance of the aspects of sustainable development implemented by courier companies for customers was also analyzed. The investigations focused on a group of individual customers availing of the services of courier service companies. The study was conducted in September 2020 with the application of electronic tools in the form of an online survey. The questionnaire was composed of single-choice and multiple-choice questions. Upon a factual and logical verification, 260 surveys were selected for further analysis. The conducted study demonstrates that the prime motives behind the choice of a courier company are delivery completion time, service prices, and safety concerns. The last issue has been particularly crucial amidst the Covid-19 coronavirus epidemic. Over three-fourths of the studied subjects (75.8%) said they felt safe in contact with courier operators. The door-to-door (D2D) segment is gradually absorbed by PUDO (pick up drop off) and automated package machines. This may, as a consequence, lower the cost of the last mile and increase customer satisfaction. An important element in the activities of courier companies are also aspects of sustainable development. It is about reducing the negative impact on the natural environment. For over half of the respondents (52.7%), ecological aspects are important or very important. As a result, the most modern companies invest in hybrid and electric cars, optimize travel routes to the customer, and use recyclable packaging. This translates into a better reputation of the company and is also associated with corporate social responsibility.

Suggested Citation

  • Adam Marcysiak, 2021. "Customer service quality management on the courier services market," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 9(1), pages 190-203, September.
    • Handle: RePEc:ssi:jouesi:v:9:y:2021:i:1:p:190-203
    DOI: 10.9770/jesi.2021.9.1(11)
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    References listed on IDEAS

    as
    1. Shah, Purvi, 2020. "Managing customer reactions to brand deletion in B2B and B2C contexts," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    2. Alsaad, Abdallah & Taamneh, Abdallah, 2019. "The effect of international pressures on the cross-national diffusion of business-to-business e-commerce," Technology in Society, Elsevier, vol. 59(C).
    3. Schwerdfeger, Stefan & Boysen, Nils, 2020. "Optimizing the changing locations of mobile parcel lockers in last-mile distribution," European Journal of Operational Research, Elsevier, vol. 285(3), pages 1077-1094.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    customer service; courier services market; quality management; sustainable development; logistics costs;
    All these keywords.

    JEL classification:

    • L22 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - Firm Organization and Market Structure
    • L26 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - Entrepreneurship
    • O32 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Management of Technological Innovation and R&D
    • Q55 - Agricultural and Natural Resource Economics; Environmental and Ecological Economics - - Environmental Economics - - - Environmental Economics: Technological Innovation
    • Q56 - Agricultural and Natural Resource Economics; Environmental and Ecological Economics - - Environmental Economics - - - Environment and Development; Environment and Trade; Sustainability; Environmental Accounts and Accounting; Environmental Equity; Population Growth

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