مجلة افاق علوم الادارة والاقتصاد
Volume 5, Numéro 2, Pages 555-575
2021-12-31
Postqual: A Dedicated Scale For Postal Perceived Service Quality In Algeria. Methodology And Reliability Results.
Authors : Bouabdallah Salah .
Abstract
Algerian mail company is the most important public service provider in terms of the number of customers, the amount of funds detained, and the importance of its sales force. This paper reports the qualitative and quantitative steps followed to develop a dedicated scale to understand and measure how customers perceive postal service quality as well as the reliability results. The questionnaire has been administered to a large sample (n=557) in 17 post offices dispatched over five districts of northeast Algeria. The main result is a three-dimensional scale that contains 24 items. Those dimensions are: reception, outcome and complaints handling. The paper discusses the results in light of the literature and gives some insights about practical implications.
Keywords
Service quality ; Algerie poste ; Reliability of a scale
Les articles similaires
Fellah Mohamed
.
Baghdad Bey Ghali
.
pages 830-857.
جيلالي بلوفة عبد القادر
.
ص 181-189.
Ngalesoni Obedi
.
Mwakifwamba Geofrey
.
Mligo Elia
.
pages 1-8.
