Open AccessThe role of safety in service quality in the opinion of traditional and digital customers of postal service
Author(s) -
Kamila Kowalik
Publication year - 2020
Publication title -
production engineering archives
Language(s) - English
Resource type - Journals
eISSN - 2353-7779
pISSN - 2353-5156
DOI - 10.30657/pea.2020.26.01
Subject(s) - quality (philosophy) , service quality , service (business) , business , perception , marketing , postal service , computer science , advertising , psychology , political science , philosophy , epistemology , public administration , neuroscience
One of the factors allowing to shape safety and quality of a postal service is an opinion of its customer. In the following paper, the analysis of the impact of a customer’s perception of safety on the service quality assessment has been presented. Research results presented in the paper refer to opinions of traditional and digital customers of postal services. The presented analysis is enriched by a theoretical framework of service quality, the explanation of the concept of safety, and a complementary characteristics of traditional and digital postal services. Afterwards, safety attributes of the postal services have been proposed, explained and highlighted. Subsequently, the results presented in the paper refer to the validity of particular chosen safety attributes of postal services.