Comparative Analysis of Customer Satisfaction in Postal and Banking Services
Comparative Analysis of Customer Satisfaction in Postal and Banking Services
Author(s): Milijanka Ratković, Marko Pavlović, Maja AnđelkovićSubject(s): Economy, Business Economy / Management, Accounting - Business Administration
Published by: Visoka škola za poslovnu ekonomiju i preduzetništvo
Keywords: Consumer Behavior; Satisfaction; Expectations; Perceptions; Servqual Model; Post Office and Bank;
Summary/Abstract: The goal of this study is a comparative analysis of customer satisfaction towards postal and banking services in Serbia. In addition, this paper should provide guidance on how managements of the Post Office and the Bank should behave on the market. The survey was conducted throughout the whole Serbian territory. The subject of the research is to measure the perception of postal and banking services, in order to assess the quality of services and the impact of expectations on the level of perceived quality. Testing and final conclusions about the level of quality of postal and banking services was carried out on the basis of the existing literature and modified SERVQUAL model.
Journal: International Review
- Issue Year: 2017
- Issue No: 1-2
- Page Range: 108-120
- Page Count: 13
- Language: English