COMPARATIVE MEASUREMENT OF SERVICES QUALITY IN POSTAL BUSINESSES: TURKISH POST CASE

Abstract

Postal enterprises were established in line with the need and right of communication. In recent years, they have been affected by globalization and innovations. These well-established and important businesses are trying to follow these innovations. In particular, economic and technological developments continue to shape the service areas and service styles of these enterprises. In this study, the universal service obligation for Turkey's postal enterprises (PTT Inc.) was made in the main area of the postal and banking services to determine significant differences in measuring the comparative of SERVPERF scale with quality and result evaluation. In this study, service quality of PTT A.Ş. was measured with the SERVPERF scale. While measuring this, postal, cargo and banking services are compared. A survey was conducted with customers who have benefited from postal & cargo and banking services from PTT at least once. The data were analyzed with the obtained questionnaires, firstly the demographic characteristics of the participants were included and the hypotheses of the research were tested with the results of the independent sample T test. According to the results of the T test, PTT customers' perceptions of postal  & cargo and banking quality differ in terms of their perceptions of service quality and sub-dimensions of reliability, assurance and empathy. No statistically significant difference was observed between these two services in terms of physical facilities and responsiveness dimensions of service quality perception.