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Understanding the role of informal agreements can help delivery services prioritize customer preferences, leading to improved service quality and customer satisfaction. Unfortunately, where there are gaps either on general understanding of communication stand in-between the different of failure and success. This qualitative research study delves into the dynamics of informal contracts between customers and package delivery agents, and their impact on the efficiency of the shipping process. The research aims to gain a deeper understanding of how these unwritten agreements affect various aspects of the delivery process from both the customer and delivery agent viewpoints. Through in-depth interviews and thematic analysis, this study sheds light on the nuances of these informal arrangements and their role in shaping the overall shipping experience. The study revealed that informal agreements play a significant role in package delivery experiences. Participants described unspoken arrangements formed through trust and effective communication. Adherence to these agreements positively influenced service efficiency, with prioritized deliveries and improved accuracy. However, deviations from agreements led to emotional reactions such as frustration and disappointment, impacting the perceived trustworthiness of the delivery service. Additionally, the study highlighted cultural variations in the adoption of informal agreements and the importance of clear communication in establishing and maintaining these arrangements. [ABSTRACT FROM AUTHOR]

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). [ABSTRACT FROM AUTHOR]

Purpose: The SARS–CoV–2 pandemic, which spread worldwide in early 2020, has had a significant impact on the global economy and on the operation of many sectors, including the logistics industry. In Poland, as in other countries, the sector has had to adapt quickly to changing conditions and newly introduced sanitary restrictions. InPost, a key player in the courier services market in Poland, faced the challenge of ensuring business continuity while maintaining a high level of customer satisfaction. This article focuses on an analysis of the impact of the SARS–CoV–2 pandemic on the perception of the quality of services provided by InPost in the city of Sosnowiec. The study was conducted the basis of data collected by questionnaires and analysis of InPost's operational data. The results are aimed not only at assessing the direct effects of the pandemic on the company's operations, but also at understanding long-term changes in consumer attitudes and business strategy. Design/methodology/approach: For the article, a survey was conducted using statistical analysis. The survey research was conducted on a population of 6424 respondents. Findings: The empirical research conducted made it possible to determine the impact of pandemics on the quality of service provision. The main issues identified were: the availability of service infrastructure to respondents, the density of its deployment, the impact of computerization on the quality of service delivery, and overall customer satisfaction with the services provided. Research limitations/implications: Despite efforts to collect as large a group of respondents as possible, the sample represented represents only about 3.3% of Sosnowiec's population. Additionally, the survey faces limitations due to the data voluntarily reported by respondents, which may lead to potential bias in their responses. Focusing on a specific percentage of Sosnowiec's population, may not reflect overall satisfaction with the services provided. Practical implications: The research will provide useful insights for courier companies developing their operations in urban areas. They offer guidance on concepts for expanding service infrastructure as well as mobile applications. Originality/value: Based on the research conducted, this study can make a distinctive contribution to the current literature. At the same time, it provides a valuable insight into the adaptation of InPost's logistics organizations in terms of the dynamic changes taking place in society, in the context of the COVID-19 pandemic. [ABSTRACT FROM AUTHOR]

This study addresses the problem of understanding users' preferences for courier services in Malaysia. As online shopping and package delivery become increasingly prevalent, it is essential to identify the key factors that influence users' decisions when choosing a courier service. The Fuzzy Analytical Hierarchy Process (FAHP) method is employed to tackle this problem. The study aims to determine the relative importance of criteria such as responsiveness, reliability, empathy, assurance, and tangibility, along with their corresponding sub-criteria. A group of experts defined these criteria and sub-criteria, and a questionnaire was distributed to gather data on customer preferences. Using the FAHP technique, the study constructed a hierarchy tree, created a fuzzy pairwise comparison matrix, and calculated criterion and sub-criteria weights. The findings highlight the importance of responsiveness, particularly easy contact with courier companies, as the primary criterion. Enhancing services based on these insights can help users select suitable courier services while improving competitiveness in the industry.

This study delves into the sentiment analysis of courier services in Malaysia through the lens of tweets. With the escalating reliance on courier services for daily parcel deliveries, understanding public sentiment becomes imperative. Through a systematic methodology encompassing data gathering, preparation, alteration, analysis, modeling, and deployment, this study aims to furnish valuable insights and recommendations. A dynamic graphical representation of sentiment scores is presented for intuitive interpretation and informed decision-making. The study's significance lies in empowering Malaysians to make judicious choices regarding courier services, thereby fostering transparency in the industry. The study proposes several avenues for future enhancements, including the integration of autocorrect features, diversifying data sources and languages, incorporating deep learning techniques, and developing a user-friendly interface for enhanced visualization. This study serves as a guiding resource, illuminating sentiments surrounding courier services in Malaysia and paving the way for future advancements in sentiment analysis within this domain. [ABSTRACT FROM AUTHOR]

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).

Background: In the literature review, it was determined that logistics performance was neglected, compared to supply chain performance within the scope of organizational performance. The main purpose of this study is to examine the effect of transformational leadership in the courier services industry on logistics performance and the moderating effect of employee productivity in this relationship. Methods: To test the hypothesis, an online survey was conducted on a sample of 347 respondents from the Turkish courier industry. Research data of this cross-sectional study was obtained from participants working as moto-couriers in a digital marketing company over a 2-week period. The data obtained was analyzed using SPSS-27 and AMOS-22 programs. In the analyses, descriptive analyses were performed first, and then the validity and reliability of the scales were tested. Correlation analysis was used to determine the relationship between variables, and PROCESS Macro, developed as an SPSS plug-in, was used to test the research hypotheses. Hypothesis testing was conducted with 5000 resamples and a 95% confidence interval. Results: The results show that transformational leadership has a positive and significant effect on logistics performance, and employee productivity has a moderating effect on this relationship. Conclusion: This is one of the few studies that considers the role of transformational leadership in the courier service industry from the perspective of logistics performance rather than supply chain performance. The findings could offer a detailed understanding of how employee productivity affects the relationship between transformational leadership and logistics performance in the courier service that shows how the transformational leader positively affects the productivity of employees and indirectly affects their performance. The results of this study have important managerial implications for business managers in the courier service industry to improve organizational performance through logistics performance. [ABSTRACT FROM AUTHOR]

Purpose: The aim of the study was to analyze the importance of logistics and customer service marketing in courier services on the DHL platform. In addition, the scale of influence of the marketing of the courier company in question on consumer decisions is suspicious. Design/methodology/approach: The choice fell on the survey as a research method that gave the opportunity to analyze the researched problems from different perspectives, dealing with many issues at the same time, and also through the possibility of reaching more people from the research group. Findings: It has been shown that activities related to logistics and marketing customer service are very important for the functioning of a courier company and achieving success in this industry. Originality/value: The publication covers the subject of impact of logistics and marketing customer service on courier services. Combining interdisciplinary research in the areas of management and quality science with economics and finance. [ABSTRACT FROM AUTHOR]

Copyright of Zeszyty Naukowe SGGW: Ekonomika i Organizacja Logistyki is the property of Warsaw University of Life Sciences (SGGW), Faculty of Economic Sciences and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Courier services have become a sector that has experienced a growth spurt during the Covid-19 pandemic. The soaring growth of courier services is due to e-commerce in Indonesia. Increased people's digital activities show this during the pandemic, including online or online shopping. Data from the Indonesian Ministry of Finance shows that purchase transactions via e-commerce increased 18.1 percent to 98.3 million, with a total transaction value of 9.9 percent to Rp20.7 trillion. Fast and efficient delivery and pick-up of goods is the core operation of courier services. The biggest challenge for courier service providers is how to compete with other companies that offer the same type of service. Service users are increasingly demanding the security and reliability of delivery services so that they can meet the expectations of service users. The expectations of service users used as targets for company achievement are (1) reliability (on time, accuracy, integrity), (2) convenience (collecting units, delivery coverage, operating hours), (3) services, and (4) cost. Based on the activities in courier services, the potential for errors or inefficiencies in processing time is in the pre-delivery activities. In the pre-delivery activity is also the initial activity used to input the data base, collect goods, distribute goods and so on. This research proposes that RFID Label technology can overcome errors and increase process time efficiency in shipping goods on courier services, especially in pre-delivery and delivery activities.

The main objective of this article is to identify the direction of change in logistical activities and their critical segments as a result of the COVID-19 pandemic in a country that is an important logistical hub of Europe. The specific objectives are to identify changes in logistical activities, especially during the COVID-19 pandemic, to determine the dynamics of changes in business revenues and in quantitative parameters for total logistics services and their segments during the pandemic, to establish the relationship between the economic situation and parameters related to logistics services, including during the COVID-19 pandemic. Using the method of purposive selection, Poland, which is well developed in logistics and aspires to be a crucial logistical hub of Europe, was selected for the study. The analysed period covered the years 2015–2021. The material sources were the literature on the subject and data from reports on individual logistics segments. Dynamic indicators with a fixed and variable base, coefficient of variation and Kendall's tau correlation coefficient were used for analysis and presentation. It was found that the COVID-19 pandemic accelerated changes in logistics activities. These changes included digitalisation, the development of the e-commerce market, multi-channel sales and the development of these services, and the introduction of automation and artificial intelligence. In all activities, 2020 was the most challenging year, but there was generally a reduction in revenue growth and, less often, stagnation. Logistics companies gained in the second year of the pandemic (2021) when implemented solutions generated record revenues. Among the winning segments were logistics services in general, especially sea freight forwarding, warehousing services, courier services related to e-commerce, and a lesser extent, freight transport. Losses were incurred in the segment related to passenger transport. COVID-19 became a positive catalyst for change. The logistics industry ultimately benefited from the pandemic. Additionally, due to the pandemic, logistics operations have had greater sustainability, contributing to resource conservation and environmental protection. [ABSTRACT FROM AUTHOR]

Background: The main purpose of this study is to examine the effect of internal marketing practices applied in the courier services industry on the job satisfaction of employees and the moderating effect of burnout in this relationship. Methods: To test the hypothesis, an online survey was conducted on a sample of 376 respondents from the Turkish courier industry. Research data was collected by a web-based survey distributed with the assistance of TUMTIS (All Transport Workers' Union) managers. Results: The results show that internal marketing practices have a positive and significant effect on job satisfaction, and burnout has a moderating effect on this relationship. The most interesting finding is that, in the case of high level of burnout, the relationship between internal marketing and job satisfaction is significant and negative. Conclusion: This is one of the few studies that considers the courier service industry from the perspective of employees, not customers. The findings could offer an elaborate understanding of how burnout affects the relationship between internal marketing and job satisfaction in the courier service that provides a bridge between companies and customers. The results of this study have a wide array of managerial implications for the courier service industry. [ABSTRACT FROM AUTHOR]

One of the key issues of the current courier services in Malaysia is the efficiency of the courier itself. In today's competition, many factors have recognized that influence the efficiency of courier services. Hence, numbers of analytical models and formulas were introduced to measure the efficiency of courier service. This paper presents a practical approach for identifying the level of customers’ satisfaction towards courier service companies using Data Envelopment Analysis and four courier services which were Poslaju, City-Link Express, J&T Express, and GD Express in Hulu Terengganu were selected. Data Envelopment Analysis is chosen in this study because it can deal with complex connections between several inputs and outputs on performance evaluation issues. The input criteria considered in this study are assurance, empathy, reliability, responsiveness, tangibility, and price. Meanwhile, customer satisfaction is chosen as the output criteria. The results showed that Poslaju is ranked as the most efficient company, followed by City-Link Express in second and J&T Express as the third. The least efficiency score obtained makes GD Express as the last ranked courier service among these four courier services. Furthermore, the results are mainly influenced by the input criteria of assurance, empathy, and tangibility. This study helps the customer to select the most efficient courier service that can save their time, money, and energy. Finally, this study also can guide courier services to decide on which criteria are effective to be improved to enhance their business performance.

Logistics service quality (LSQ) is one of the most vital factors for customer satisfaction, especially in the courier industry. This study aimed to identify the determinants of customer satisfaction towards Pos Laju Malaysia service during the Movement Control Order (MCO). The study also examined the relationship between the LSQ dimensions and customer satisfaction. Based on the LSQ theory, customer satisfaction is measured based on the quality of information, condition or accuracy of order, timeliness, and quality of contact personnel. This study used a quantitative research method mainly based on the primary data. Four hundred questionnaires were distributed virtually. Descriptive analysis, reliability analysis, correlation analysis, and multiple linear regression were applied to achieve the study objectives. The study findings found a significant relationship between LSQ dimensions (quality of information, condition or accuracy of order, timeliness, and quality of contact personnel) and customer satisfaction. The study also discovered that the quality of information, condition or accuracy of order, timeliness, and quality of contact personnel were significant determinants of customer satisfaction towards the courier service of Pos Laju Malaysia during the MCO. In conclusion, this study supported all the hypotheses. [ABSTRACT FROM AUTHOR]

With the significant rise in demand for same-day instant deliveries, several courier services are exploring alternatives to transport packages in a cost- and time-effective, as well as, sustainable manner. Motivated by a real-life case study, this paper focuses on developing a simulation algorithm that assists same-day package delivery companies to serve customers instantly. The proposed recommender system provides the best solution with respect to three criteria: cost, time, and sustainability, considering the variation in travel time and cost parameters. The decision support tool provides recommendations on the best alternative for transporting products based on factors, such as source and destination locations, time of the day, package weight, and volume. Besides considering existing new technologies like electric-assisted cargo bikes, we also analyze the impact of emerging methods of deliveries, such as robots and air taxis. Finally, this paper also considers the best delivery alternative during the presence of a pandemic, such as COVID-19. For the purpose of illustrating our approach, we consider the delivery options in New York City. We believe that the proposed tool is the first to provide solutions to courier companies considering evolving modes of transportation and under logistics disruptions due to pandemic.

Introduction: The advent of COVID‐19 has put pressure on health systems as they implement measures to reduce the risk of transmission to people living with HIV (PLHIV) and healthcare workers. For two out‐of‐facility individual differentiated service delivery (DSD) models, we assessed acceptability of antiretroviral therapy (ART) distribution through private pharmacies and reach of home delivery of ART through courier services during the COVID‐19 pandemic in Botswana. Methods: From 24 July to 24 August 2020, we conducted exit interviews with PLHIV receiving ART from 10 high‐volume public facilities in Gaborone, and mapped and conducted an online survey with private pharmacies to assess willingness and capacity to dispense ART to PLHIV enrolled in the Botswana national ART program. We piloted ART home delivery from September 2020 to January 2021 in Gaborone and Kweneng East districts for PLHIV accessing ART at two Tebelopele Wellness Clinics. We used cascade analysis to measure the enrolment and eventual reach (percentage of those reached amongst those who are eligible) of ART home delivery. Results: Sixty‐one PLHIV and 42 private pharmacies participated. Of the PLHIV interviewed, 37 (61%) indicated willingness to access ART from private pharmacies and pay BWP50 (∼US$4) per refill for a maximum of two refills per year. All private pharmacies surveyed were willing to provide ART, and 26 (62%) would charge a dispensing fee (range = BWP50–100; ∼US$4–8) per refill. All pharmacies operated 12 h/day, 6 days/week and on public holidays. In the home delivery pilot, 650 PLHIV were due for refills, 69.5% (n = 452) of whom were eligible for home delivery. Of these, 361 were successfully offered home delivery and 303 enrolled (enrolment = 83.9%: female = 87.2%, male = 77.8%, p = 0.013). A total of 276 deliveries were made, a reach of 61%. Conclusions: Providing ART through private pharmacies and home delivery was acceptable in Botswana during COVID‐19. Surveyed pharmacies were willing and able to dispense ART to PLHIV attending public sector facilities for free or for a nominal fee. Additionally, using courier services for ART home delivery is a novel and viable model in countries with a reliable courier service like Botswana and should be scaled up, particularly in urban areas. [ABSTRACT FROM AUTHOR]

One of the key issues of the current courier services in Malaysia is the efficiency of the courier itself. In today's competition, many factors have recognized that influence the efficiency of courier services. Hence, numbers of analytical models and formulas were introduced to measure the efficiency of courier service. This paper presents a practical approach for identifying the level of customers’ satisfaction towards courier service companies using Data Envelopment Analysis and four courier services which were Poslaju, City-Link Express, J&T Express, and GD Express in Hulu Terengganu were selected. Data Envelopment Analysis is chosen in this study because it can deal with complex connections between several inputs and outputs on performance evaluation issues. The input criteria considered in this study are assurance, empathy, reliability, responsiveness, tangibility, and price. Meanwhile, customer satisfaction is chosen as the output criteria. The results showed that Poslaju is ranked as the most efficient company, followed by City-Link Express in second and J&T Express as the third. The least efficiency score obtained makes GD Express as the last ranked courier service among these four courier services. Furthermore, the results are mainly influenced by the input criteria of assurance, empathy, and tangibility. This study helps the customer to select the most efficient courier service that can save their time, money, and energy. Finally, this study also can guide courier services to decide on which criteria are effective to be improved to enhance their business performance.

Copyright of OPUS - International Journal of Society Researches is the property of OPUS - International Journal of Society Research and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The modern commerce is changing dynamically under the influence of information innovations and the gradual transition of existing economic and social systems into the digital age. Merchants are using the digital technologies to make it easier for consumers to shop and explore their behavior, expectations and preferences. However, this development requires a quick adaptation of courier services to suit customer preferences. This paper examines changes in the logistics industry and supply chain due to the development of artificial intelligence (AI), the growing role of Internet of Things (IoT) in the delivery industry, the autonomous vehicle management, the use of 3D printing for custom production and other current trends to accelerate delivery time and customer satisfaction. [ABSTRACT FROM AUTHOR]

The objectives of the paper are to explore the relative importance of factors that influence the choice of a particular courier operator, and to evaluate the competitiveness of courier services in a specific market – the Bulgarian courier services market. A methodological approach for evaluation of the competitiveness of courier services was proposed and empirically tested. Based on the analysis it was found that the courier services competitiveness can be measure by the following indicators: timeliness of delivery, reliability, quality of services, competitive price, access to information, meeting customers’ requests and complaints in a satisfactory way. By applying Borda Count Method, it was found that the most important indicators for individual customers are service price, service quality and timeliness of delivery. The main competitors on the Bulgarian courier services market (Econt Express and Speedy) which are also the companies with the largest market share registered the highest level of competitiveness of theirs serviced. The reasons for this are mainly the good balance between consumer satisfactions with the individual indicators. [ABSTRACT FROM AUTHOR]

The paper studies the transportation of hazardous materials with a focus on the delivery of hazardous material packages using courier services. The managerial approach to solving the problem of package shipment is the basic characteristics and the essence of modern management in courier services, without which it is impossible to imagine a more efficient operation, work and development. Transportation of hazardous materials has to be organized according to certain regulations, which are defined for each means of transportation, in order to minimize the risk of accidents. Hazardous materials shipments using courier services with transport reliefs are possible with 'limited quantities' and 'exclusion under transport category'.

Postal services have emerged and existed because of the need for communication and their millenary existence was achieved due to three elements: the only channel of communication, the state of monopoly conferred by the status of the state institution and therefore no competition. The most important known moments in the history of postal services, which led to reforms are: unification of postage charges, postal stamp appearance and now, liberalization of postal services. The slow development of the postal sector varies from country to country, depending on the state of development of the country and within countries depending on the gap between urban and rural areas. The operation of postal services throughout their existence was and is provided by specific legislation and it should be aligned with international postal legislation, to ensure continuity of information. There can be no country to formulate its own laws or its own organization, without regard to organization and international regulations. Both the specificity and diversity of postal services causes a special approach in the context of their market and also in the services market context. Postal services are services of general interest, which emerged from communication need, from personal or official needs, not from economic needs. As an alternative to postal services have emerged and developed rapidly the courier services that come to complete and even compete to this category of services. We proposed in this paper to analyze and compare these two categories of services to determine the advantages and disadvantages but also the degree of which grow together or develop in a continuous competition.

In this paper we presented some of the policies and strategies quality courier servicesimplemented at DHL. We focused on this company because it is the only one that has achievedSuperbrand status in category '' Transport and Courier '. This company is an economic model to befollowed, both in terms of the values it perpetuates the market and developed a business model. Company policy in quality, is to offer its customers high quality services in the field of courierservices at a competitive price, under achieving a good profit for the company and a good salaryfor employees.

The Civil Procedure Code entered into force on 15 February 2013, when neither the fax nor the e-mail were unknown anymore in the field of communication. However, the procedural provisions have proven to be tributary to some classical origins, even obsolete in some cases. The interventions of the High Court of Cassation and Justice, of the Constitutional Court, in the matter of law analyzed by the authors in this article, did not have the role of modernizing nor of improving the efficiency of the act of justice. The given interpretations have taken into account the letter of the law and not its spirit, probably starting from the strict application of the procedural provisions. Without disregarding these principles, the authors criticize in an argumented manner the solution pronounced by the Decision No 34/2017 of the High Court of Cassation and Justice, the Panel for the settlement of some legal issues, ruling in the sense of qualifying the procedural act sent by e-mail or fax, after the court's work schedule, but until 24.00 of the last day of the procedural term, as being done in due time. [ABSTRACT FROM AUTHOR]

This paper puts the spatiality of migration, and more specifically post-migration connections, centre stage. It explores thedistancesconfronted by migrants as they stay connected with their pre-migration lives, recognising that these distances are recalcitrant, asymmetrically governed spaces. Indeed, migrants can be understood as experts in the navigation of international space and ‘the tyranny of distance’. Inspired by recent work on urban and translocal infrastructures and taking the empirical example of migration infrastructures in the lives of Poles and Zimbabweans in the UK, looking particularly at the materiality and logistics of sending things back, this paper builds new discussions about migration which take the spatial, physical and grounded elements of migration and translocalism more seriously. [ABSTRACT FROM AUTHOR]

The dynamic development of courier services sector over the past few decades has been caused by changes in market conditions, the needs of users, penetration of ICT and e-commerce. This led to changes in the scope of services and requires the development of market-oriented strategies from each operator. In this paper a comparative analysis of market strategy of the courier operators with the largest market share in the Bulgarian market in the country was made. The guidelines to optimize the range of services offered in the different market segments were outlined. [ABSTRACT FROM AUTHOR]

The development of courier operators in terms of increased competition depends on the competitiveness of their services. In order to increase the quality of service many operators realize the necessity of mastering the fundamental knowledge related to the study of consumer behaviour and application of the results in real business. The purpose of this paper is to explore and analyse the behaviour of individual users of courier services to a particular operator. The spot monitoring and survey on the degree of consumer satisfaction are conducted. The aggregate score and the average value of each of the studied parameters are calculated. The main factors in achieving competitiveness of the courier operator are being identified. [ABSTRACT FROM AUTHOR]

The aim of this paper is to examine the relationship between service quality, customer satisfaction and loyalty in courier services industry in Bulgaria. A conceptual research model was proposed and empirically tested. A confirmatory factor analysis (CFA) was used to investigate construct validity of the proposed model. Structural equation model was used to analyze the proposed hypotheses. Base on the analyses it was found that courier service quality has a positive and significant direct effect on customer loyalty. At the same time, the customer satisfaction was introduced as a mediator in service quality and customer loyalty relationship. [ABSTRACT FROM AUTHOR]

The purpose of the study is to explore and analyze the relations between service quality, customer satisfaction and loyalty in courier services sector and to propose a conceptual model. It's assumed that there is a positive relation between the logistics service quality, satisfaction and customer loyalty in courier services sector. A conceptual model is developed with an aim to identify factors that have an impact on loyalty of courier services customer. Special attention is given to attributes of service quality in courier services industry. [ABSTRACT FROM AUTHOR]

The development of logistics has contributed a lot to all thebranches of economy. A successful economic subject cannotexist without a well-developed logistic branch. In economicsthe organization of logistics is becoming a strategic element regardingthe policy making of enterprises. Logistics belongs to anarea that will play an important role in our lives; therefore, thedevelopment of a logistic system is of an exceptional significancefor the economy and also for the non-economic sphere ofactivities. So, modem logistics enables us to bring into line differentinterests in management of material current. Global organizersof logistic services are developing and specializing insome essential services, such as combining of cargo into assemblyconsignments and also their distribution. The biggest globaltenderers of logistic services are considered, DHL, TNT,FEDEX, UPS ...

In this paper we presented some of the policies and strategies quality courier services implemented at DHL. We focused on this company because it is the only one that has achieved Superbrand status in category " Transport and Courier '. This company is an economic model to be followed, both in terms of the values it perpetuates the market and developed a business model. Company policy in quality, is to offer its customers high quality services in the field of courier services at a competitive price, under achieving a good profit for the company and a good salary for employees. [ABSTRACT FROM AUTHOR]

The analysis of macro-environment, due to substantial impact on the functioning of the enterprise on the market, has great significance for its strategic, tactical and operational development. The most popular method of the analysis of macro-environment is PEST analysis which groups and analyzes four sectors and its name comes from the initials of the names of the groups of the examined factors, i.e. Political and legal, Economic, Social and Technological and technical factors. The aim of the paper is to analyze the impact of macro-environmental factors - PEST on management of logistics service provided by the selected company offering courier services. In particular, in the paper, there has been conducted the analysis of the trends of macro-environmental factors affecting management of logistics service provided by the company and, subsequently, there has been proposed the most likely scenario. [ABSTRACT FROM AUTHOR]

This paper aims at validating the measurement instruments of Logistics Service Quality (LSQ) Scale in Bulgarian courier sector. The objective of this paper is to explore by LSQ how customer satisfaction is generated. The theoretical model is tasted on data collected through an online questionnaire survey of 423 individual customers of courier services in Bulgaria. The findings demonstrate that courier service providers in Bulgaria can use LSQ scale to understand better the expectations and perceptions of the customers. The study also found that LSQ should be conceptualized as a process, rather than merely as a single concept or secondorder construct [ABSTRACT FROM AUTHOR]

The government owned largest postal service network is seeking a turnaround from ineffective and dipping position of business as facing stiff competition from technology aided change of communication style and better managed private courier services of urban areas of Bangladesh. This paper analyzed the present situation of post offices with published facts and figures and primary data from urban citizens who are using/ not using post offices for different reasons and finally recommended some imperatives for rapid turnaround. Stratified probabilistic sampling was used to represents people of all walks of life for that descriptive-analytical research. It is inferred from the findings that people consider security, certainty and network for their valuable documents rather than charges. So depending solely on the low cost strategy post offices would not able to overcome the situation. For a rapid turnaround, post offices are to include all possible technology aided communication styles of people with efficiency, effectiveness and reliability. [ABSTRACT FROM AUTHOR]

Outbound logistic initiatives for business-to-consumer attended home deliveries have conventionally been fraught with uncertainties due to random customer demand and the exorbitant operational costs of servicing individual residences. Exacerbating this uncertainty is the inability to adequately visualize order capture, vehicle dispatch, deliveries, and vehicle return with interactive simulation applications that permit intuitive and interactive sensitivity analyses by incorporating variables such as profitability, friction of transportation distance, and varying customer populations per regions. This research introduces and displays a visual simulation application that incorporates the above factors into an animated user interface while generating various data-intensive reports in real time. The fully functional application is planned to be implemented as a web service for enterprises either considering home-delivery initiatives, or as an in-house enterprise supply-chain optimization engine for firms looking to streamline their existing outbound “last-mile” logistic strategies. [ABSTRACT FROM PUBLISHER]

For the European market, services have a major importance, representing over 70% of the European Union's economic activity and, in a similar proportion, the labor force. The objectives of the European Union's postal policies are to establish an increase in the quality of postal services. The liberalization of postal services has become one of the European Union's priorities. Gradually, this process of liberalization was marked by three directives - Directive 97/67/EC of 1997, modified through Directive 2002/39 and Directive 2008/6/EC. The third postal directive establishes the market opening for most of the European Union Member States until December 31st 2010, however, for Romania and a few other Member States the deadline is December 31st 2012. In Romania, the market of postal and courier services is regulated by the ANCOM. The present paper aims at presenting an analysis of Romanian courier services market as well as of managerial policies adopted during the economic crisis. [ABSTRACT FROM AUTHOR]

Energy use associated with sales and distribution via businessto-consumer (B2C) e-commerce versus conventional retail is analyzed for the Japanese book sector. Results indicate that e-commerce uses considerably more energy per book than conventional retail in dense urban areas, because of additional packaging. In suburban and rural areas, the energy consumption of the two systems is nearly equal because the relative efficiency of courier services compared to personal automobile transport balances out the impact of additional packaging. The main reason e-commerce does not save energy, even in rural areas, is because of the multipurpose use of automobiles; e-commerce does consume less energy in the case of single-purpose shopping trips by automobile. Overall consumption at the national level is nearly the same: 5.6 megajoules (MJ) per book for e-commerce and 5.2 MJ per book for traditional retail. Although this difference is smaller than the uncertainty in the result, the structure of energy use for the two systems is quite distinct, which suggests reprioritization of energy-efficiency strategies. Important factors influencing the energy efficiency of B2C e-commerce include packaging, loading factors of courier trucks, number of trips per delivery, and residential energy consumption. [ABSTRACT FROM AUTHOR]

In Southeast Asian cities, it is common for logistic companies to operate a heterogeneous fleet of delivery vehicles with motorcycles being the preferred vehicle to handle the final phase of delivery. In such scenarios, heterogeneous fleet vehicle routing problem (HFVRP) is generally applied to plan an optimal delivery. However, in many downtown cores of large and rapidly developing Southeast Asian cities, HFVRP is neither viable nor reliable because of road usage restrictions. The purpose of this article is to develop and test a different approach that accurately takes these restrictions into account and provides viable and more sustainable results. Restrictions in this paper refer to situations of urban areas in Vietnam where (i) certain vehicle types are prohibited in specified areas or where narrow alleyways limit the utilization of vehicles that exceed the road capacity and (ii) certain roads are exclusive to certain vehicle types. In networks, limited access and exclusive lanes are represented as links, or arcs, exclusive to one or another. Taking these limitations into consideration, we have developed a unique model, which we have termed Vehicle Routing Problem with Exclusive Links (VRP-EL). The model was validated and tested for its performance on scenarios with varying ratios of exclusive links. Scenarios up to 500 customers were tested on a meta-heuristic algorithm, simulated annealing. VRP-EL produces realistic outcomes. Limiting certain links to be selected according to vehicle types increases overall travel distance. However, this increase outweighs the cost of re-planning and rerouting had they not been constrained initially. The reduction in traveling distance leads to fossil fuel reduction for the overall system. The estimation of reduced carbon emissions through applying the proposed model is presented. Considering the severe traffic congestion and carbon emissions caused by motorcycles in Vietnam, the proposed model leads to a sustainable road environment. [ABSTRACT FROM AUTHOR]

Various factors must be considered when running a courier service in an urban area, because the infrastructure of a city differs from those in suburban or countryside areas. Of note, population density is higher, and vehicles encounter greater restrictions. Moreover, air pollution from fossil fuel combustion is more severe. As tailpipe emissions are becoming costly to both corporations and the environment, researchers are increasingly exploring more appealing transportation options. Electric bicycles have become an important mode of transportation in some countries in the past decade. Electric bicycles and automobiles have their respective merits and demerits when used to provide courier services. E-bikes in particular can ply their trade in densely packed areas that are off-limits to cars and trucks. This paper focuses on (1) developing a truck–bike mixture model to reduce operating costs for an existing truck-only service by replacing some of the trucks with bicycles, and (2) exploring the resulting effects in terms of reducing overall carbon emissions. Data from one of the major courier companies in South Korea were utilized. The problem was tackled as a heterogeneous fleet vehicle routing problem using simulated annealing because the actual size of the problem cannot be solved directly with a mathematical approach. The most effective fleet mix was found for the company's case. Effects on operating costs and reduced emissions were analyzed for 15 different scenarios with varying demands and off-limits areas. Computational results revealed that the new model is viable from economic and sustainability standpoints. They indicated that costs decrease to varying degrees in all scenarios, and that carbon emissions also decrease by around 10% regardless of the selected scenario. [ABSTRACT FROM AUTHOR]

Small packages such as important documents, receipts and gifts are usually distributed in a short time window in a metropolitan area of congested traffic and limited parking spaces. While conventional four-wheel vehicles are not suitable for intra-city deliveries, motorcycles are perfect since they are more mobile. This paper tries to investigate business models suitable for distributing small packages in metropolitan area by analysing two courier networks: a point-to-point and a hub-and-spoke courier network. Pros and cons, as well as the simplified mathematical models for these two networks will be proposed and analysed to give more insights for this business. [ABSTRACT FROM AUTHOR]