نحو بناء مقياس خاص للجودة المدركة للخدمة البريدية

Abstract EN

Much research in perceived service quality depends on the two classic measures, Servqual and Servperf.

However, being built in industrial countries, these universal tools may not fit for the specificities of some subsectors and for the economic context of developing countries.

This study aims to develop a context-specific measure of postal perceived service quality in the setting of a developing country, Algeria.

We first conducted seven indepth interviews, with management staff of “Algérie poste”, from both high and medium level.

Based on the insights of these interviews, we formulated a battery of items as an extended preliminary questionnaire.

This questionnaire has then been introduced to a convenient sample of customers to purify it through the creteria of reliability and validity.

As a result of this process, in which we applied reliability and factor analysis, we elaborated a parsimonious scale, reflecting three components: reception, outcome, and complains treatment.

This work helps us understand better how the Algerian customer evaluates postal services, and what matters for him the most.