Customer service quality management on the courier services market

Abstract

The purpose of the study is to evaluate the quality management of customer services. The paper demonstrates the results of own research on the quality standards of customer services in courier service companies. The significance of the aspects of sustainable development implemented by courier companies for customers was also analyzed. The investigations focused on a group of individual customers availing of the services of courier service companies. The study was conducted in September 2020 with the application of electronic tools in the form of an online survey. The questionnaire was composed of single-choice and multiple-choice questions. Upon a factual and logical verification, 260 surveys were selected for further analysis. The conducted study demonstrates that the prime motives behind the choice of a courier company are delivery completion time, service prices, and safety concerns. The last issue has been particularly crucial amidst the Covid-19 coronavirus epidemic. Over three-fourths of the studied subjects (75.8%) said they felt safe in contact with courier operators. The door-to-door (D2D) segment is gradually absorbed by PUDO (pick up drop off) and automated package machines. This may, as a consequence, lower the cost of the last mile and increase customer satisfaction. An important element in the activities of courier companies are also aspects of sustainable development. It is about reducing the negative impact on the natural environment. For over half of the respondents (52.7%), ecological aspects are important or very important. As a result, the most modern companies invest in hybrid and electric cars, optimize travel routes to the customer, and use recyclable packaging. This translates into a better reputation of the company and is also associated with corporate social responsibility.