- Tytuł:
- The role of safety in service quality in the opinion of traditional and digital customers of postal service
- Autorzy:
- Kowalik, Kamila
- Powiązania:
- https://bibliotekanauki.pl/articles/111883.pdf
- Data publikacji:
- 2020
- Wydawca:
- Stowarzyszenie Menedżerów Jakości i Produkcji
- Tematy:
-
postal service
safety
service quality
usługi pocztowe
jakość usług
opinia klienta - Opis:
- 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.
- Źródło:
-
Production Engineering Archives; 2020, 26; 1-4
2353-5156
2353-7779 - Pojawia się w:
- Production Engineering Archives
- Dostawca treści:
- Biblioteka Nauki
Artykuł