Evaluation of the level of a courier services by individual customers

Katarzyna Grondys (), Katarzyna Sukiennik (), Anna Wi?niewska-Sa?ek () and Konrad Sikora ()
Additional contact information
Katarzyna Grondys: Czestochowa University of Technology
Katarzyna Sukiennik: Czestochowa University of Technology
Anna Wi?niewska-Sa?ek: Czestochowa University of Technology
Konrad Sikora: Czestochowa University of Technology

No 4106788, Proceedings of International Academic Conferences from International Institute of Social and Economic Sciences

Abstract: The market of logistics services in Poland has developed very rapidly in recent years. Making cooperation between enterprises and logistic companies creates new opportunities for development and improvement of individual customer service. In the area of outsourcing the most popular in the retail sector is a courier service. High competition and increased customer demands are forcing courier companies to seek still new value added to the standard services. In order to assess the level of service quality of the final consumer conducted a survey among customers of online shops who using courier services. The purpose of the research was to identify the key criteria for quality of service and meet customers' preferences in the area of activities of courier companies in the domestic market. As a result of the analyzes indicated factors of on-time delivery, price and the ability to track shipments as determining the choice of courier company.

Keywords: courier services; customer service; outsourcing; sector KEP (search for similar items in EconPapers)
JEL-codes: M21 (search for similar items in EconPapers)
Pages: 8 pages
Date: 2016-10
References: View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Published in Proceedings of the Proceedings of the 25th International Academic Conference, OECD Headquarters, Paris, Oct 2016, pages 208-215

Downloads: (external link)
https://iises.net/proceedings/25th-international-a ... =41&iid=028&rid=6788 First version, 2016

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:sek:iacpro:4106788

Access Statistics for this paper

More papers in Proceedings of International Academic Conferences from International Institute of Social and Economic Sciences
Bibliographic data for series maintained by Klara Cermakova ().