Service quality as a driver of customer satisfaction and purchase intentions: a mixed-methods longitudinal study of the Egyptian Post Office (2013–2023)

Yasser Halim (), Karim Salem (), Hazem Tawfik () and Ahmed Maree ()
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Yasser Halim: October University of Modern Sciences and Arts
Karim Salem: British University in Egypt
Hazem Tawfik: British University in Egypt
Ahmed Maree: October University of Modern Sciences and Arts

Future Business Journal, 2025, vol. 11, issue 1, 1-21

Abstract: Abstract Purpose This study examines the impact of service quality on customer satisfaction and purchase intention in the Egyptian Post Office. Design/methodology/approach A mixed-method approach was employed, combining qualitative interviews with postal customers and industry experts and a quantitative survey of 334 customers. Time-series data from 2013 to 2023 were analyzed using dynamic ordinary least squares (DOLS) to examine long-term trends. Findings Survey results confirmed that service quality significantly influences satisfaction (β = 0.736, p

Keywords: Service quality; SERVQUAL; Customer satisfaction; Purchase intention; WOM; Post Office; DOLS (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1186/s43093-025-00634-3

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