Klíčová slova:

expresní doručovací služba, zásilky, poštovní společnost, nová služba, časová dostupnost


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.


Data o stažení nejsou doposud dostupná.


Bergman, B. and Klefsjö, B. 2010. Quality from customer needs to customer satisfaction. Lund, Sweden: Studentlitteratur AB.

Brysland, A. and Curry, A. 2001. Service improvements in public services using SERVQUAL. Managing Service Quality: An International Journal, 11(6), pp. 389-401.

Dias, P.A., Yoshizaki, H., Favero, P. and Vieira, J.G.V. 2019. Daytime or overnight deliveries? Perceptions of drivers and retailers in São Paulo City. Sustainability, 11(22), 6316.

Dobrodolac, M., Lazarević, D., Švadlenka, L. and Živanović, M. 2016. A study on the competitive strategy of the universal postal service provider. Technology Analysis & Strategic Management, 28(8), pp. 935-949.

Dobrodolac, M. and Lazarević, D. 2019. Analiza stavova i potreba za uslugom prenosa ekspres pošiljaka sa unapređenom vremenskom dostupnošću [Analysis of attitudes and needs for express delivery service with improved time availability]. In Proceedings of XXXVII PosTel 2019, Belgrade, Serbia, pp. 83–92.,%20mreze%20i%20servisi/3-Dobrodolac-Lazarevic.pdf

Dobrodolac, M., Marković, G., Čubranić-Dobrodolac, M., and Čičević, S. 2012. A Model for the Allocation of Limited Resources for Technological Improvement: A Case of Courier Service, Engineering Economics, 23(4), pp. 348-356.

Dobrodolac, M., Marković, D., Čubranić-Dobrodolac, M., and Denda, N. 2014. Using work stress measurement to develop and implement a TQM programme: a case of counter clerks in Serbian Post, Total Quality Management and Business Excellence, 25(11-12), pp. 1262-1279.

Edvardsson, B. 1998. Service quality improvement. Managing Service Quality: an International Journal, 8(2), pp. 142-149.

Görener, A. 2012. Comparing AHP and ANP: an application of strategic decisions making in a manufacturing company. International Journal of Business and Social Science, 3(11), pp. 194-208.

Kashiki, K., Fukuhara, T., Yamaguchi, A. and Suzuki, T. 2010. Analytical study on performance improvement of service availability in heterogeneous radio networks. IEICE Transactions on Communications, 93(12), pp. 3302-3310.

Lazarević, D., Dobrodolac, M., Švadlenka, L. and Stanivuković, B. 2020a. A model for business performance improvement: a case of the postal company. Journal of Business Economics and Management, 21(2), pp. 564-592.

Lazarević, D., Švadlenka, L., Radojičić, V. and Dobrodolac, M. 2020b. New Express Delivery Service and Its Impact on CO2 Emissions. Sustainability, 12(2), 456.

Pallant, J. 2011. SPSS Survival Manual: A step-by-step guide to data analysis using SPSS. Allen & Unwin: Crows Nest.

Saaty, T.L. 1977. A scaling method for priorities in hierarchical structures. Journal of Mathematical Psychology, 15(3), pp.234-281.

Spajić, D. and Šapina, K. 2007. AMQM system for measuring the quality of postal services. Promet-Traffic&Transportation, 19(2), pp. 129-137.

Wang, X.P., Zhang, J. and Yang, T. 2014. Hybrid SWOT approach for strategic planning and formulation in China Worldwide Express Mail Service. Journal of Applied Research and Technology, 12(2), pp. 230-238.




Jak citovat

Lazarević, D., Dobrodolac, M., & Ravelić, P. (2020). AN ANALYSIS OF THE POSTAL MARKET CONCERNING 24/7 COURIER SERVICE AVAILABILITY. Perner’s Contacts, 15(2).



Share |
Zaslán 2020-10-20
Přijat 2020-10-24
Publikován 2020-12-30

Nejaktuálnější články stejného autora (stejných autorů)