Postal Service Reforms in Solomon Islands of the South Pacific: Evaluating Consequences for Public Service Delivery and Customer Satisfaction

Naolah Pitia, Gurmeet Singh and Rafia Naz

International Journal of Public Administration, 2013, vol. 36, issue 12, 821-830

Abstract: The changing environment of the postal sector over the last decade has increased the urgency for governments worldwide to re-examine regulations governing how their public postal administrations operate. The need to increase service efficiency and quality is a critical strategic focus, given the increasing technological competition, rising operational costs, and changing customers' needs and expectations. There are many success stories, particularly from developed countries, highlighting improved service quality following corporatization of their public postal administration. This particular study revealed that reforms of the Solomon Islands postal service have had some positive influence on the level of customer satisfaction.

Date: 2013
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DOI: 10.1080/01900692.2013.795160

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