Enhancing the Quality-Of-Service Management for Managers and Frontline Employees: The Case of Post Office Services, South Africa

Elsie Mbua Eposi
Additional contact information
Elsie Mbua Eposi: Department of Accounting and Finance, Faculty of Economics and Financial Services, Walter Sisulu University, South Africa

International Review of Management and Marketing, 2024, vol. 14, issue 4, 46-60

Abstract: This study examined the factors that could assist in improving service quality for postal customers who residents and reside in the postal areas in an endeavour to establish an effective service management quality for postal services. A qualitative research method was applied which enhanced the collection of data through semi structured interviews from managers and frontline employees. Data was transcribed and was analysed using Atlas-ti (Version 8.1). Results obtained from the study reveals that effective strategic implementation, effective training and development, motivation, as well as an effective monitoring and evaluation system are the most influential components to use in improving the quality of services within post offices. Other factors identified include maintaining distinctive strategic positioning, using e-business technology to improve efficiency and competitive advantage, maintaining effective support from top management, putting emphasis on the quality of service offer by frontline employer’s during operations, and maintaining good parcel system security, creating an effective communication system; consistency in improving services; instilling confidence and trust among consumers; fostering special treatment to consumers; and the provision of high-quality services. Based on the findings, it is recommended that management of the postal sector should provide adequate and quality services to customers, through an effective strategic implementation plan, effective training and development, motivation, as well as an effective monitoring and evaluation system, maintaining distinctive strategic positioning, using e-business technology to improve efficiency and competitive advantage, maintaining effective support from top management, putting emphasis on the quality of service offer by frontline employer’s during operations, and maintaining good parcel system security, creating an effective communication system; consistency in improving services; instilling confidence and trust among consumers; fostering special treatment to consumers; and the provision of high-quality services.

Keywords: Frontline Employee Managers; Post Office Services; Service Management; Strategic Implementation and Training and Development (search for similar items in EconPapers)
JEL-codes: M1 M11 M19 (search for similar items in EconPapers)
Date: 2024
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://www.econjournals.com/index.php/irmm/article/download/16478/8016 (application/pdf)
https://www.econjournals.com/index.php/irmm/article/view/16478 (text/html)

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:eco:journ3:2024-04-6

Access Statistics for this article

International Review of Management and Marketing is currently edited by Ilhan Ozturk

More articles in International Review of Management and Marketing from Econjournals
Bibliographic data for series maintained by Ilhan Ozturk ().