Abstract
In this paper, we analyzed the readiness and needs of the postal market for the concept of express delivery service with improved time availability, which together with the existing services includes 24/7 customer service. On the territory of the city of Belgrade, a survey was conducted on the attitudes and needs for the existing services of express shipments, as well as for the proposed new service, in order to obtain appropriate indicators. The research involved creating an appropriate questionnaire and collecting the opinions of respondents, which consisted of individuals and legal entities. The collected data were statistically analyzed, and the most significant results were presented in the paper.
Highlights
Contemporary business environments and changing habits and requirements of private users have made the systems of service activities, and including the delivery of shipments, to face numerous challenges on a daily basis, both at the organizational and operational levels
The concept is based on the maximum time coverage of the service during the week, which means that the service on weekdays is performed in the period from 7 pm to 8 am, or on weekends from 3 pm on Saturdays to 8 am on Mondays
The results show that the most frequently used service for the transfer of express shipments - "Today for Tomorrow" and this applies to both groups of respondents, while the services "Today for " and "Today for Today "represented to a lesser extent (Dobrodolac and Lazarević, 2019; Lazarević et al, 2020b)
Summary
Contemporary business environments and changing habits and requirements of private users have made the systems of service activities, and including the delivery of shipments, to face numerous challenges on a daily basis, both at the organizational and operational levels This is influenced by changes in society, both locally and globally. The management of a company that deals with the delivery of shipments must consider all the threats and opportunities, in order to organize the business process in a way that customers are satisfied, while achieving a satisfactory income These changes in the environment affect the change in people’s habits and change their demands for delivery services. The experts express their opinions on the basis of Saaty’s
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