Abstract
The paper deals with the solution of the issue of achieving customer satisfaction of the postal company. Through the diagnostic procedures used in quality management in services, the focus is on the application of KANO model as one of the customer satisfaction measurement models. The primary research carried out in four different districts of Slovakia identified the relationship between customer satisfaction level and quality attributes through 5 categories of perceived quality by customers. The categories were identified as attractive, one-dimensional, mandatory, insignificant and contradictory attributes of postal products that create their quality parameters and reflect the requirements of customers. Significant findings concern mainly the identified differences in survey results in individual selected districts of Slovakia. There were also differences in the categories of postal quality requirements in respondent segments that differed in gender, residence, or age of respondents. One of the conclusions of the solved issue is to propose framework therapeutic procedures in response to individual diagnostic statements that resulted from the performed research activities.
Highlights
Every company needs to know their customers to identify what are their requirements for the offered services
The paper deals with the solution of the issue of achieving customer satisfaction of the postal company
Through the diagnostic procedures used in quality management in services, the focus is on the application of KANO model as one of the customer satisfaction measurement models
Summary
Every company needs to know their customers to identify what are their requirements for the offered services. Other authors (Mateides and Dado, 2002, Bostanci and Erdem, 2020, Alam et al 2020) use modern and effective analytical procedures to investigate such a "simple" issues at first glance that include fuzzy multicriteria decision-making techniques and geostatic modules. Some authors, such as Jankalova and Jankal (2020), link customer satisfaction research with the process of globalization and with the pressure to achieve and maintain the competitiveness of the enterprise on domestic and international market
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have