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Possibilities for improving customer service provided by courier companies operating in the region of Varna

Author

Listed:
  • Donka Zhelyazkova

    (University of Economics - Varna)

  • Maria Tokusheva

    (University of Economics - Varna)

Abstract

Customer service is an important aspect of the economic activity of companies,particularly under conditions of competitive pressure which are typical of the courierservices sector both on the national, and on the regional scale.The current parameters of the market environment trigger the interest in couriercompanies and their problems in the sphere of services. Knowing your customers and their expectations is at the root of company success, which necessitates also their methodical study by means of scientifically grounded methods. For the purposes of thepresent study there is used the survey method, which allows for the systematization of information regarding the end users' evaluation of the various aspects of the process ofproviding courier services on the part of companies operating on the territory of Varna region. Based on the accumulated array of information there are revealed possibilities for improving customer service in the region.

Suggested Citation

  • Donka Zhelyazkova & Maria Tokusheva, 2015. "Possibilities for improving customer service provided by courier companies operating in the region of Varna," An Annual Book of University of Economics - Varna, University of Economics - Varna, vol. 87(1), pages 292-342, January.
    • Handle: RePEc:vrn:yrbook:y:2015:i:1:p:292-342
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    More about this item

    Keywords

    couriers; customer service; possibilities for improvement;
    All these keywords.

    JEL classification:

    • L87 - Industrial Organization - - Industry Studies: Services - - - Postal and Delivery Services

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