Comparative analysis of customer satisfaction in postal and banking services

Ratković, Milijanka; Pavlović, Marko; Andjelkovic, Maja

doi:10.5937/intrev1702108r

Cited by 5 publications

(4 citation statements)

References 2 publications

(2 reference statements)

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“…Ratković et al [10] carried out a comparative quality analysis of the banking and postal sectors in Serbia by applying the SERVQUAL model based on five basic dimensions of customer expectations and perceptions. The findings of this study indicate that it is important to improve the situation regarding quality in the banking sector significantly.…”

Section: Literature Reviewmentioning

confidence: 99%

A Novel Integrated Subjective-Objective MCDM Model for Alternative Ranking in Order to Achieve Business Excellence and Sustainability

Marković

Stajić²,

Stević

et al. 2020

Symmetry

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Achieving sustainability in constant development in every area in today’s modern business has become a challenge on the one hand, and an imperative on the other. If the aspect of business excellence achievement is also added to it, the complexity of the system increases significantly, and it is necessary to model a system considering several parameters and satisfying the multi-criteria function. This paper develops a novel integrated model that involves the application of a subjective-objective model in order to achieve business sustainability and excellence. The model consists of fuzzy PIPRECIA (fuzzy pivot pairwise relative criteria importance Assessment) as a subjective method, CRITIC (criteria importance through intercriteria correlation) and I-distance method as objective methods. The goal is to take the advantages of these approaches and allow for more accurate and balanced (symmetric) decision-making through their integration. The integrated subjective-objective model has been applied in a narrow geographical area to consider and evaluate banks as a significant factor in improving the social aspect of sustainability. An additional contribution of the paper is a critical overview of multi-criteria problems in which the levels of the hierarchical structure contain a different (asymmetric) number of elements. A specific example has also been used to prove that only a hierarchical structure with an equal number of lower-level elements provides precise weights of criteria in accordance with the preferences of decision-makers referring to subjective models. The results obtained are verified throughout the calculation of Spearman and Pearson correlation coefficients, and throughout a sensitivity analysis involving a dynamic reverse rank matrix.

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Section: Literature Reviewmentioning

confidence: 99%

A Novel Integrated Subjective-Objective MCDM Model for Alternative Ranking in Order to Achieve Business Excellence and Sustainability

Marković

Stajić²,

Stević

et al. 2020

Symmetry

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“…The division used by the authors is based on the division given by the well-known author of many marketing books, Philip Kotler. The internal environment of the company is the one that contains all the sectors that exist in it, but also some external entities that can work for it (Ratković, et al, 2017). The external environment consists of micro and macro parts, where the first contains all those who have a direct impact on its work.…”

Section: Description Of the Contents Of The Book Marketing By Chaptersmentioning

confidence: 99%

Application of Marketing Processes and Tools as an Imperative of the Modern Market

Svetlana

2024

SMB

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The book Marketing, authored by Bozidar Milenovic and Milijanka Ratkovic, covers all important topics in this field. Marketing is a comprehensive textbook that dispels illusions about marketing as an "omnipotent force" of consumer society and sheds light on the laws of supply and demand on a scientific basis, processed in such a way that related disciplines participate in them in an optimal way, from which it can be concluded that this is a serious and complex content. which provides answers to many insufficiently treated topics. The authors, excellent experts in marketing both from the point of view of theory and practice, present modern marketing as a way to achieve a new paradigm of marketing as a more responsible, directed and less invasive tool to achieve success in the market in the sense that meet the more subtle needs of consumers through a more responsible design of the offer. Therefore, this book is not intended exclusively for students, but is suitable reading for proven experts, professional managers and everyone else who wants to learn but also to confirm their knowledge in this field. It is written in a clear and concise style, with numerous examples from the real business world and life that vividly evoke marketing strategies that various companies have successfully or unsuccessfully applied at some point in their development. This textbook gives a look at the most modern marketing trends and application in real time and real business environment, especially with emphasis on the domestic business environment. All of these contents certainly indicate that Marketing deserves the full reader's attention of a narrowly professional audience, scientific workers in this field as well as students eager for new knowledge.

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“…Wahyoedi et al (2021) found that religious belief, service quality, and satisfaction significantly directly affect loyalty. Ratković et al (2017) discussed how postal residents' service quality expects more tangibility and empathy, which is also the dimension among the strongest fuzzy attribute scale, which is self-contradictory. Paiz et al (2020) have suggested that consumer satisfaction's mediating role has been found significant between obtaining consumer loyalty and trust and the business's commitment to providing the best services to its customers.…”

Section: Service Quality Relationship With Other Variablesmentioning

confidence: 99%

Factors affecting satisfaction with the postal delivery service

Battumur¹,

Khongorzul²,

Kim³

2023

Int. j. adv. appl. sci.

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The delivery service industry is boosting too much under the influence of e-commerce. So, there is a need to reform the delivery of the postal sector to meet the needs of consumers. Most of the postal offices have been served via government to government (G2G), and in recent years, due to e-commerce and corona disease, they have been developing business to consumer services (B2C), business to business (B2B), and direct to customer (D2C). The study examines how service quality affects customer trust, consumer satisfaction, and customer loyalty in the postal delivery service. It aims to provide information to delivery service companies and foreign investment companies in making strategic decisions. All structures are measured on a seven-point Likert scale. A total of 290 valid responses were used out of 358 distributed surveys, excluding 68 responses with irrelevant and incomplete data. These were analyzed using SPSS 21.0 and AMOS 20.0 statistic package programs. The outcome of the analysis showed that the four components of service quality constructs of delivery service have no significant effect on trust. However, they affect satisfaction, while tangibility and empathy have not shown such trustworthy effects on customer fulfillment.

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Comparative analysis of customer satisfaction in postal and banking services

Abstract: ABSTRACT

Cited by 5 publications

References 2 publications

A Novel Integrated Subjective-Objective MCDM Model for Alternative Ranking in Order to Achieve Business Excellence and Sustainability

A Novel Integrated Subjective-Objective MCDM Model for Alternative Ranking in Order to Achieve Business Excellence and Sustainability

Application of Marketing Processes and Tools as an Imperative of the Modern Market

Factors affecting satisfaction with the postal delivery service

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