Impact of sars-cov-2 on Inpost's service perception in Sosnowiec

• Autorzy: Jeziorski Damian , Cieśla Maria , Markowska Katarzyna , Socik Paweł , Sigiel Norbert

Identyfikatory

DOI

10.29119/1641–3466.2024.197.12

• Języki publikacji: EN

Abstrakty

EN

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.

Słowa kluczowe

EN

COVID–19; service quality; courier services; business adaptation; customer perception

PL

COVID-19; jakość usług; usługi kurierskie; adaptacja biznesowa; postrzeganie klienta

• Wydawca: Wydawnictwo Politechniki Śląskiej
• Czasopismo: Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
• Rocznik: 2024
• Tom: z. 197
• Strony: 183--205
• Opis fizyczny: Bibliogr. 26 poz.

Twórcy

autor

Jeziorski Damian

• Silesian University of Technology, Faculty of Transport and Aviation Engineering

• https://orcid.org/0009-0002-0442-572X

autor

Cieśla Maria

• Silesian University of Technology, Faculty of Transport and Aviation Engineering

• https://orcid.org/0000-0003-4566-6554

autor

Markowska Katarzyna

• Silesian University of Technology, Faculty of Transport and Aviation Engineering

• https://orcid.org/0000-0003-2184-1995

autor

Socik Paweł

• Polish Naval Academy, Faculty of Mechanical and Electrical Engineering

• https://orcid.org/0000-0002-6354-5484

autor

Sigiel Norbert

• Polish Naval Academy, Faculty of Navigation and Naval Weapons

• https://orcid.org/0000-0001-6184-1063

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