 Assessment of the Impact of Service Quality on the Economic Condition of the Postal OperatorK. Kowalik and I. Baginska European Research Studies Journal, 2025, vol. XXVIII, issue 3, 471-481 Abstract: Purpose: The aim of the article is to assess the service quality of a chosen postal operator using the Servqual method and statistical research. The quality assessment constitutes the basis for drawing conclusions about the possible concatenation between the quality of services and the economic condition of the analyzed organization. Design/Methodology/Approach: A critical analysis of literature in the field of service quality and the chosen methods, an examination of documents concerning a certain company, and a diagnostic survey method conducted among customers of a chosen courier company and statistical research have been used. Findings: Customers are dissatisfied with the quality of services offered by this operator. According to the traditional Servqual methodology, a quality gap was identified between expectations and the service received. All the most important quality characteristics relate to the core of the service. In order to reduce the risk associated with random selection of the research sample and to isolate the answers obtained from respondents who are actual customers of the analyzed organization, correlation coefficients were calculated between the frequency of using the offer and the assessment of the importance and perception of quality determinants. In the majority of cases, frequent use of a given service is negatively correlated with the perceived importance of specific service quality attributes. The type of service used by an operator’s customers does not appear to significantly influence the evaluation of individual service quality dimensions; on the contrary, it tends to diminish their perceived relevance. Practical implications: The results obtained are a valuable source of information for both practitioners (managers of courier companies) and theoreticians (researchers analyzing the processes taking place in the CEP sector and service quality). Originality/Value: The paper fills the identified literature gap. It has been shown that there is a wide range of theoretical studies and research in the field of service quality and analysis of the courier services. The conducted research indicated that there is a lack of analysis of the extensive use of the Servqual method in assessing the quality of postal services and statistical research based on this method, resulting in reflection on the links between quality and the economic condition of the company. Keywords: CEP; service quality; the Servqual. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ers:journl:v:xxviii:y:2025:i:3:p:471-481 Access Statistics for this article More articles in European Research Studies Journal from European Research Studies Journal |
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