Customer satisfaction with postal services in Serbia
Customer satisfaction with postal services in Serbia

Summary/Abstract: Research question: This study examines users’ satisfaction with the postal service in Serbia usinga questionnaire measurement. Motivation: the Post of Serbia operates both with private and business clients,with whom it has long-term relationships not only in terms of sending and receiving parcels, but also with newand modern services. Due to the growing competition on the market, the question arises how to place the Postof Serbia on the market in the future. Data: Primary data of postal services, new postal services, as well as acustom questionnaire for examining users’ attitude towards postal services intended for private clients. Tools:Method of survey, Descriptive statistics, Method of analysis and Content analysis. Findings: The satisfactionof users of postal services is an important element of the perseverance and development of the Post of Serbia.Contribution: Quality review of postal services in the opinion of the private users. Obtained gap betweenusers satisfaction and needs and further directions in which the Post of Serbia should be developed accordingto the user’s opinion.

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