Postqual : a dedicated scale for postal perceived service quality in Algeria. methodology and reliability results

Abstract EN

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.