Assessment of Customer Satisfaction with Postal Services – a Statistical Approach

Blagojević Mladenka (), Knežević Nikola and Marković Dejan
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Blagojević Mladenka: Faculty of Transport and Traffic Engineering, University of Belgrade, Belgrade, Serbia.
Knežević Nikola: Faculty of Transport and Traffic Engineering, University of Belgrade, Belgrade, Serbia.
Marković Dejan: Faculty of Transport and Traffic Engineering, University of Belgrade, Belgrade, Serbia.

Zagreb International Review of Economics and Business, 2024, vol. 27, issue 2, 43-74

Abstract: In this paper the objective is to seek and measure the level of customer satisfaction and services rendered in the postal industry through the chosen methodology. The question of assessment of customer satisfaction with postal services is treated using discriminant analysis as a statistical approach. It has been proven that by applying discriminant analysis it is possible to separate users and not users, as well as to determine which parameters are crucial for discrimination groups. The paper proves that is possible to separate, using Fisher’s linear discriminant analysis, respondents who are classified as loyal users and respondents who are classified as occasional users, as well as respondents who are classified as potential users and respondents who belong to the group of those who never use postal services. Also, it has been proven that is possible, using predictive Fisher’s linear discriminant analysis, to classify new respondents into one of the mentioned groups.

Keywords: Postal services; Management; Customers; Satisfaction; Discriminant analysis (search for similar items in EconPapers)
JEL-codes: C44 L87 R49 (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:zirebs:v:27:y:2024:i:2:p:43-74:n:1003

DOI: 10.2478/zireb-2024-0017

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