<abstract xmlns="http://www.w3.org/1999/xhtml"><p>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.</p></abstract>

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.

The role of safety in service quality in the opinion of traditional and digital customers of postal service

Production Engineering Archives

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

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...

The role of safety in service quality in the opinion of traditional and digital customers of postal service

Published Online: Apr 13, 2020

Page range: 1 - 4

Received: Jan 07, 2020

Accepted: Mar 31, 2020

DOI: https://doi.org/10.30657/pea.2020.26.01

Keywords
postal service, safety, service quality

© 2020 Kamila Kowalik, published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

The role of safety in service quality in the opinion of traditional and digital customers of postal service

Published Online: Apr 13, 2020

Page range: 1 - 4

Received: Jan 07, 2020

Accepted: Mar 31, 2020

DOI: https://doi.org/10.30657/pea.2020.26.01

Keywordspostal service, safety, service quality

© 2020 Kamila Kowalik, published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Keywords
postal service, safety, service quality