scholarly journals AN ANALYSIS OF THE POSTAL MARKET CONCERNING 24/7 COURIER SERVICE AVAILABILITY

2020 ◽  
Vol 15 (2) ◽  
Author(s):  
Dragan Lazarević ◽  
Momčilo Dobrodolac ◽  
Predrag Ravelić
Keyword(s):  
Customer Service ◽  
Service Availability ◽  
Delivery Service ◽  
Courier Service ◽  
Time Availability ◽  
The City ◽  
Legal Entities ◽  
Express Delivery

In this paper, we analyzed the readiness and needs of the postal market for the concept of express delivery service with improved time availability, which together with the existing services includes 24/7 customer service. On the territory of the city of Belgrade, a survey was conducted on the attitudes and needs for the existing services of express shipments, as well as for the proposed new service, in order to obtain appropriate indicators. The research involved creating an appropriate questionnaire and collecting the opinions of respondents, which consisted of individuals and legal entities. The collected data were statistically analyzed, and the most significant results were presented in the paper.

scholarly journals New Express Delivery Service and Its Impact on CO2 Emissions

2020 ◽  
Vol 12 (2) ◽  
pp. 456
Author(s):  
Dragan Lazarević ◽  
Libor Švadlenka ◽  
Valentina Radojičić ◽  
Momčilo Dobrodolac
Keyword(s):  
Co2 Emissions ◽  
Rapid Development ◽  
Environmental Issues ◽  
Modern Society ◽  
Well Being ◽  
Delivery Service ◽  
Last Mile ◽  
Courier Service ◽  
Last Mile Delivery ◽  
Express Delivery

A rapid development of Internet technologies creates new opportunities for e-commerce, which is one of the fastest-growing segments of the entire economy. For policymakers, the most important aspects of e-commerce are related to the cost reduction in transportation, facilitation of administration and communication, innovations at the market level, and environmental issues. An unavoidable part of the e-commerce production process is related to the postal service. New market expectations of modern society lead to the consideration of upgrading the traditional express delivery service in terms of time availability. In this paper, we propose a new 24-h availability of postal and courier service so-called “post express nonstop”. To assess the potential demand for this kind of service, we propose a forecasting procedure based on the Bass diffusion model. In particular, the research is directed toward the examination of environmental issues, considering both types of services—traditional and the proposed new one. A comparison is done by analyzing CO2 emissions in the last-mile delivery of goods to the users’ addresses. The experiment was carried out in the city of Belgrade, simulating the last-mile delivery under realistic conditions and controlling the fuel consumption and CO2 emissions. In accordance with the results of this experiment and the forecasted number of postal items, a projection of CO2 emissions for the new service from 2020 to 2025 was carried out. The results show a significant contribution of the proposed new express delivery service to environmental well-being and sustainability.

scholarly journals Spreading of Food Deserts in Time and Space: The Case of the City of Nitra (Slovakia)

2021 ◽  
Vol 13 (13) ◽  
pp. 7138
Author(s):  
Miroslava Trembošová ◽  
Imrich Jakab
Keyword(s):  
Planning Process ◽  
Local Politics ◽  
Food Deserts ◽  
Business Community ◽  
Food Desert ◽  
Hierarchical Level ◽  
Grocery Stores ◽  
Territorial Development ◽  
Time Availability ◽  
The City

The aim of the article is to evaluate the time availability of food stores for the population permanently residing in the city of Nitra (Slovakia). Parts of the city where poor accessibility has been identified can be described as “food deserts”. In the last two decades, there have been dramatic changes in the retail network in Nitra, as well as extensive housing construction and an aging change in the demographic structure. Therefore, we evaluated the years 2008 and 2019 separately. This made it possible to evaluate the changes in time availability and the number of inhabitants located in individual zones. During the years 2008–2019, the residential zones of the city of Nitra increased by 43.86%, the area of food desert increased by up to 68.78%, and the number of inhabitants endangered by the food desert increased by 1100 residents, i.e., 23.9%. In 2008, 5.51% of Nitra’s residents lived in the food deserts, in approximately twelve years this percentage increased to 7.45% of the population (2019). The proximity to the nearest grocery was in Nitra in 2008 median 504 m, while in 2019 median 623 m. Evaluating the time availability of grocery stores and identifying so-called “food deserts” can be interesting for both the city’s residents and the business community, especially for potential developers. It can also be used effectively in the spatial planning process and in the rational management of complex territorial development, as well as in local politics. Given the character of the city of Nitra, it can be assumed that the acquired knowledge can be extrapolated to other post-socialist cities of a similar size and hierarchical level.

scholarly journals Analysis of Perceptions of Milk Consumption and Customer Service in the City of Riobamba, Province of Chimborazo

2021 ◽  
Author(s):  
O. Parada Gutiérrez ◽  
J. Vasco ◽  
C. Delgado
Keyword(s):  
Customer Service ◽  
Service Level ◽  
Level Of Service ◽  
Purchasing Decisions ◽  
Probabilistic Sampling ◽  
Palabras Clave ◽  
Para Determinar ◽  
Quality Of Products ◽  
Past Experiences ◽  
The City

The customer has become a source of strategic information about the quality of products and services. For this reason, the objective of this research was to analyze the level of service and mental processes of clients in making decisions to consume milk in the province of Chimborazo. Non-probabilistic sampling was used and data were collected from 50 clients and 75 representatives of small- and medium-sized companies in the city of Riobamba which participated in the Production Exhibition, Macají, Riobamba 2019. An electroencephalogram was used to determine whether the purchasing decisions were made at the unconscious level by reading brain waves. Three brands of milk that are sold locally were used. The study revealed that there were representative differences in stimulating people to different perceptions (visual, olfactory, gustatory) that influence the appreciation and purchasing decisions of milk. Similarly, it was found that there are decisions that the consumer makes unconsciously based on memories and past experiences that influence their present behavior at the time of consumption. The study also revealed the need to improve the level of service. Keywords: neuromarketing, perception, strategies, service level. Resumen El cliente se ha convertido en una fuente de información estratégica sobre la calidad del producto y del servicio. Por este motivo, el objetivo del artículo científico fue analizar el nivel de servicio y los procesos mentales del cliente para la toma las decisiones de consumir leche en la provincia de Chimborazo. El estudio se realizó mediante un muestreo no probabilístico con informaciones de 50 clientes y 75 representantes de pequeñas y medianas empresas de la ciudad de Riobamba que participaron en la Exposición de Producción, Macají, Riobamba 2019. Se utilizó el electroencefalograma para determinar si las decisiones de compra se realizan a nivel inconsciente mediante la lectura de ondas cerebrales. Para ello se utilizaron tres marcas de leche que se comercializan en la localidad. El estudio reveló que existen diferencias representativas al estimular a las personas a diferentes percepciones (visual, olfativa, gustativa) que influyen en la apreciación y decisión de compra de la leche. De igual modo, se constató que existen decisiones que realiza el consumidor de manera inconsciente basada en los recuerdos y experiencias del pasado que influyen en su comportamiento presente al momento del consumo. Asimismo, el estudio reveló la necesidad de mejorar el nivel de servicio. Palabras clave: neuromarketing, percepción, estrategias, nivel de servicio.

scholarly journals THE INFRASTRUCTURE OF PUBLIC CATERING IN THE CONTEXT OF TOURIST CITY SPACE DEVELOPMENT

2019 ◽  
Vol 7 (5) ◽  
pp. 975-981
Author(s):  
Ekaterina V. Vishnevskaya ◽  
Tatiana B. Klimova ◽  
Inna S. Koroleva ◽  
Olga K. Slinkova ◽  
Svetlana N. Yasenok
Keyword(s):  
Environmental Factors ◽  
Customer Service ◽  
Urban Space ◽  
Swot Analysis ◽  
Complex Structure ◽  
Goods And Services ◽  
City Space ◽  
Public Catering ◽  
The Impact ◽  
The City

Purpose: The modern city with its complex structure and dynamics is an important part of the tourist space, which has become especially attractive for travelers who tirelessly exploring the cultural heritage. Hotels, restaurants, amusement parks and other tourist infrastructure actively invading the urban environment changed the usual composition of the city. During the trip, tourists buy not only goods and services, they perceive the image of the city as a synthesis of impressions from the movement in the urban space, exploring it from different points of view, at different times of the day and in different seasons. Methodology: To assess the impact of environmental factors on the activities of catering enterprises of the Belgorod region and the quality of customer service, the authors proposed a method using STEP-analysis and SWOT-analysis. The analysis of environmental factors was carried out on the basis of the expert evaluation results conducted in two stages. Result: In tourism, the food infrastructure acts as an important element of entertainment and knowledge of local culture. Food is not just a common need of every person; tourists see it as entertainment and pleasure. Food of different peoples and even areas is usually very peculiar, so attractive to tourists. Catering infrastructure as an integral part of the hospitality industry should have a significant potential for adaptability, providing an opportunity for catering enterprises to respond quickly to frequent changes in the situation of the unstable tourism market, as well as to comply with the requirements of the destination brand. Applications: This research can be used for universities, teachers, and students. Novelty/Originality: In this research, the model of The Infrastructure of Public Catering In the Context of Tourist City Space Development is presented in a comprehensive and complete manner.

Swinging between centralisation and decentralisation: China Railway Express Service and its process of assets discovery and recovery

2019 ◽  
Vol 40 (3) ◽  
pp. 341-362
Author(s):  
Linda Yin-nor Tjia
Keyword(s):  
Property Rights ◽  
Ad Hoc ◽  
Chinese Government ◽  
State Capitalism ◽  
Delivery Service ◽  
Railway System ◽  
China Railway ◽  
The Government ◽  
Express Delivery

This paper analyses a process of decentralisation and re-centralisation in China’s railway system between 1978 and 2013 (i.e. Ministry of Railways reform and its end). The Chinese government first decentralised the railway sector, encouraged business diversifications, and incentivised local cadres to mobilise idle productive resources. Many entrepreneurial initiatives, such as the railway express delivery service, have proved successful in adding new profit stream. Born as an ad hoc solution to fix soft budgetary constraints, later it metamorphosed into market-oriented state capitalism. The government later re-centralised the railway express services as the China Railway Express, and the newly recovered entity became a centralised enterprise ( yanqqi 央企), venturing into an international competitive enterprise. The emergence of the China Railway Express suggests that decentralisation in China was not always an end to the property rights rearrangements, and that government was selective in converging to the parallel western privatisation model.

FACTORS AFFECTING THE PERFORMANCE OF COURIER SERVICE INDUSTRY: A SURVEY OF COURIER COMPANIES IN KENYA

2017 ◽  
Vol 1 (1) ◽  
pp. 44
Author(s):  
Jacinta Wahu Nyaga
Keyword(s):  
Customer Service ◽  
Service Sector ◽  
Sampling Technique ◽  
Survey Study ◽  
Service Firms ◽  
Sampling Frame ◽  
Statistical Research ◽  
Individual Factor ◽  
Factors Affecting ◽  
Courier Service

Purpose: The study is an assessment of the factors affecting the performance of courier companies in Kenya.Methodology: A descriptive survey study design was used. The population of this study was 134 courier firms. The sampling frame consisting of 134 firms was obtained from the CCK website.  Stratified random sampling technique was used to select the sample. A sample of 68 firms was considered representative and they were selected by the use of the lottery method. The researcher opted for a questionnaire as a data collection tool. Data was analyzed by the use of descriptive statistics and specifically, means, frequencies and percentages. The analysis tools were simple tabulations and presentations using spreadsheets such as excel. The data was then presented using tables, charts and narratives.Results: The study findings indicate that the companies have invested heavily into the training of their employees. Thus having in place a properly trained workforce can be said to be a factor that has contributed to the success being experienced in the courier service sector. From the study it emerged that there was high motivation among employees in courier firms as evidenced by their attitude towards work itself and promotion factors. However, they were not very happy with the pay factor. It is important to note that it would have been against logical expectation if the findings on the pay issue were different. The courier service firms come out as having in place reliable and very good customer service. The companies take into considerations suggestion made by the customer and prospective customers into the designing of products and services.  ICT is another factor that attributes to the phenomenal growth of the courier service firms. Though the current state of infrastructure is bad, it seems to favor the growth of courier service firms. The courier firms have taken the challenge of poor infrastructure and turned it into an opportunity. In so doing, they have invested in motor bikes in order to beat the traffic jam challenge. This has enabled them to meet the demands of their clients increasing their popularity and hence more business.Unique contribution to theory, practice and policy: The study recommended that future statistical research taking into account regression and correlation analysis can be conducted on the effects of the noted factors on the various growth indicators such as market share, revenues and profits. Such a study would verify or repute the findings of this study. Future study can also be conducted on an individual factor identified in the conceptual framework of this study.

scholarly journals Customer Loyalty in Mobile Banking: Evaluation of Perceived Risk, Relative Advantages, and Usability Factors

2021 ◽  
Vol 32 (1) ◽  
pp. 70-81
Author(s):  
Ahmad Esmaeili ◽  
Iman Haghgoo ◽  
Vida Davidavičienė ◽  
Ieva Meidutė-Kavaliauskienė
Keyword(s):  
Customer Service ◽  
Customer Loyalty ◽  
Perceived Risk ◽  
Structural Equation ◽  
Banking Sector ◽  
Negative Impact ◽  
Survey Method ◽  
Mobile Banking ◽  
Statistical Population ◽  
The City

Information and communications technologies promote change in the service sector, and the banking sector is not an exception. Finding what factors impact consumer satisfaction with service and lead to loyalty is invariably important for business. However, it is important to begin with evaluating the aspects that are specific to the market and service. The purpose of this study was to investigate the factors affecting customer loyalty in Mobile Banking. Following the model designed by the researchers, consideration was given to mediator variables of satisfaction, trust, and customer service to examine how factors such as perceived risk, relative advantages, and usability affect customer loyalty. In this study, customers of an Iranian bank (Shahr Bank) based in the city of Tehran constituted the statistical population. The descriptive survey method was used on a sample that was selected through a cluster-convenience method and included 411 Shahr Bank's customers resident in the east, west, north, south, and centre of the city of Tehran. Structural Equation Modelling (SEM) test and the LISREL 8.8 software were used to analyse the data and to determine what role each factor plays on loyalty. The results showed that such factors as relative advantages, satisfaction, and trust have the most significant impact on customer loyalty. However, the effect of usability on customer service was not confirmed. Furthermore, it was identified that perceived risk has a negative impact on loyalty.

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