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1 2024

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Competition on the courier, express and postal services market

Sikora Marek

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

2024

z. 193

489--512

Purpose: The purpose of the publication is to conduct a comprehensive analysis of the courier services market (CEP) in Poland. The research focuses on identifying the main players in the market, understanding their operating strategies and assessing the impact of innovative solutions on the market. In addition, the aim is to examine the competitive advantages of companies against the background of customer satisfaction levels, the way courier services are delivered, and to analyse innovations in logistics. Design/methodology/approach: The surveys were conducted in three stages in 2020, 2021, and 2022/2023 in the Bydgoszcz metropolitan area. Conducting the surveys in three stages in different years made it possible to analyse changes over time and the mixed methodology using both online (CAWI) and face-to-face (PAPI) surveys allowed us to reach a wider group of respondents. Findings: Pandemic COVID-19 has increased the use of courier services. The current market leader is InPost and the high level of customer satisfaction is due to innovative parcel machines, speed of delivery and convenience of tracking parcels. Research shows that courier company customers value timeliness, efficiency and modern solutions such as parcel machines, which is an important area for courier companies to focus on in their quest for customer satisfaction and loyalty. Research limitations/implications: The results of the study are not representative, but they may be a contribution to a broader and more in-depth analysis of the KEP market and the level of customer satisfaction of courier companies. The limitations of the study include the limited geographical area (Bydgoszcz conurbation) and the small representativeness of the sample, which may affect the generalisation of the results. Research conducted on a larger scale, taking into account different regions of Poland, would provide a more complete picture of the courier services market. Practical implications: The increase in the use of courier services during the pandemic indicates changes in shopping behaviour. It was also found that older people are less likely to use courier services for online purchases, suggesting the need to educate and adapt offers to this customer group. Courier companies should therefore focus on improving service quality, offering innovative delivery solutions, adapting to changing customer preferences and responding flexibly to changing market conditions.Originality/value: The article provides information that can be used to make strategic decisions, tailor services to meet customer needs, increase the company's competitiveness in the CEP market, and build a strong reputation based on actual customer preferences.