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Assessment of Customer Satisfaction with Postal Services – a Statistical Approach

Author

Listed:
  • Blagojević Mladenka

    (Faculty of Transport and Traffic Engineering, University of Belgrade, Belgrade, Serbia.)

  • Knežević Nikola

    (Faculty of Transport and Traffic Engineering, University of Belgrade, Belgrade, Serbia.)

  • Marković Dejan

    (Faculty of Transport and Traffic Engineering, University of Belgrade, Belgrade, Serbia.)

Abstract

In this paper the objective is to seek and measure the level of customer satisfaction and services rendered in the postal industry through the chosen methodology. The question of assessment of customer satisfaction with postal services is treated using discriminant analysis as a statistical approach. It has been proven that by applying discriminant analysis it is possible to separate users and not users, as well as to determine which parameters are crucial for discrimination groups. The paper proves that is possible to separate, using Fisher’s linear discriminant analysis, respondents who are classified as loyal users and respondents who are classified as occasional users, as well as respondents who are classified as potential users and respondents who belong to the group of those who never use postal services. Also, it has been proven that is possible, using predictive Fisher’s linear discriminant analysis, to classify new respondents into one of the mentioned groups.

Suggested Citation

  • Blagojević Mladenka & Knežević Nikola & Marković Dejan, 2024. "Assessment of Customer Satisfaction with Postal Services – a Statistical Approach," Zagreb International Review of Economics and Business, Sciendo, vol. 27(2), pages 43-74.
    • Handle: RePEc:vrs:zirebs:v:27:y:2024:i:2:p:43-74:n:1003
    DOI: 10.2478/zireb-2024-0017
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    References listed on IDEAS

    as
    1. Vadivel Sengazani Murugesan & A. H. Sequeira & Sunil Kumar Jauhar & Vimal Kumar, 2020. "Sustainable postal service design: integrating quality function deployment from the customers perspective," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 11(2), pages 494-505, April.
    2. Li, Hongchang & Wang, Kun & Yu, Kemei & Zhang, Anming, 2020. "Are conventional train passengers underserved after entry of high-speed rail?-Evidence from Chinese intercity markets," Transport Policy, Elsevier, vol. 95(C), pages 1-9.
    3. Aksoy, Safak & Atilgan, Eda & Akinci, Serkan, 2003. "Airline services marketing by domestic and foreign firms: differences from the customers’ viewpoint," Journal of Air Transport Management, Elsevier, vol. 9(6), pages 343-351.
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    More about this item

    Keywords

    Postal services; Management; Customers; Satisfaction; Discriminant analysis;
    All these keywords.

    JEL classification:

    • C44 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods: Special Topics - - - Operations Research; Statistical Decision Theory
    • L87 - Industrial Organization - - Industry Studies: Services - - - Postal and Delivery Services
    • R49 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - Other

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