Abstract
The purpose of the study is to evaluate the quality management of customer services. The paper demonstrates the results of own research on the quality standards of customer services in courier service companies. The significance of the aspects of sustainable development implemented by courier companies for customers was also analyzed. The investigations focused on a group of individual customers availing of the services of courier service companies. The study was conducted in September 2020 with the application of electronic tools in the form of an online survey. The questionnaire was composed of single-choice and multiple-choice questions. Upon a factual and logical verification, 260 surveys were selected for further analysis. The conducted study demonstrates that the prime motives behind the choice of a courier company are delivery completion time, service prices, and safety concerns. The last issue has been particularly crucial amidst the Covid-19 coronavirus epidemic. Over three-fourths of the studied subjects (75.8%) said they felt safe in contact with courier operators. The door-to-door (D2D) segment is gradually absorbed by PUDO (pick up drop off) and automated package machines. This may, as a consequence, lower the cost of the last mile and increase customer satisfaction. An important element in the activities of courier companies are also aspects of sustainable development. It is about reducing the negative impact on the natural environment. For over half of the respondents (52.7%), ecological aspects are important or very important. As a result, the most modern companies invest in hybrid and electric cars, optimize travel routes to the customer, and use recyclable packaging. This translates into a better reputation of the company and is also associated with corporate social responsibility.
Highlights
Differences in the quality of customer services constitute vital elements of competitive advantage of enterprises
The conducted research study demonstrates that the majority of the studied population (54.6%) uses courier services several times a month
The major reason behind the use of courier services according to the study participants is the supply of goods purchased online
Summary
Differences in the quality of customer services constitute vital elements of competitive advantage of enterprises. Strong pricing competition results from market saturation with products in almost every branch. For the majority of customers, customer service quality is the underlying argument when making the purchasing decision (Kempny, 2001). The contemporary economic reality targets individual customer’s need satisfaction. The process of management of the customer service quality captures the process of buying-selling, the complex and competitive after-sales services, and continuing marketing contacts with the consumer – the buyer. Performed customer services should ensure fast, reliable, punctual, timely, and flexible product supplies to purchasers (Długosz, 2005)
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Free) 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
