A Study on Antecedents Affecting Customer Satisfaction in Mongolian Postal Service Sector

Abstract

‘Mongol Post’, which owns the main postal network of Mongolia, operates more than 30 types of postal services with more than 900 employees and 38 postal service branches in Ulaanbaatar. The purposes of this study are firstly to investigate how service quality affects satisfaction of those who experience services of Mongol Post, and accordingly to figure out how it directly affect customers’ loyalty. To identify how service quality affect customer satisfaction, the construct of service quality has been divided into seven components including tangibility, reliability, responsiveness, empathy, accessibility, communication, and complaint handling. As this study was conducted with the purpose of measuring customer satisfaction in Mongolian postal service, the research method used in this work is a quantitative method with data collection through questionnaires collected from 298 respondents who have experienced Mongolian postal delivery service. The results of the study show that three of seven components of service quality construct, including reliability, accessibility, and complaint handling of service, have positively influenced customer satisfaction, while the rest four components including tangibility, responsiveness, empathy, and communication, however, have not shown significant effects on customer satisfaction. And the results also show that the customer satisfaction has a positive effect on customers’ loyalty.