Service quality in post office - Case of Buon Me Thuot post

Abstract

The study is done in order to help Post Office recognize the elements which effect customers’ satisfaction; and from that Post Office can see what they need to do to meet customers’ requirements. Purposes of this research are evaluating customers’ satisfaction, defining the elements that effect customers’ satisfaction and measuring the influenced level of those elements to customers’ satisfaction and the last is some suggestion to ameliorate quality of service in Buon Me Thuot Post Office. This research will study the dimensions of service quality (SERVQUAL) on the perceived performance of customers. The survey has been performed in Buon Me Thuot Post Office.