Quality of Courier Services from the Customer Perspective in the Republic of Serbia

Abstract

The recent growth of the e-commerce sector—especially during and after the COVID-19 pandemic—has led to the expansion of the Courier, Express and Parcel (CEP) market. To remain competitive, courier companies had to adjust their business models to meet not only high demand but also customer expectations. The aim of this work is to assess the quality of courier services in the Republic of Serbia from the customers’ perspective. The relevant data was obtained via an electronic survey, which was informed by a comprehensive literature review. The online questionnaire was distributed via social networks (Facebook and Viber) in February 2023 and the subsequent statistical analyses revealed that, in the Republic of Serbia, satisfaction with courier delivery services is affected by the use frequency, customer characteristics (employment status, level of concern regarding personal data security) as well as the courier service characteristics (e.g. responsiveness, timeliness, delivery status, payment options).