Comparative Measurement of Services Quality in Postal Businesses: Turkish Post Case

Postal enterprises were established in line with the need and right of communication. In recent years, they have\rbeen affected by globalization and innovations. These well-established and important businesses are trying to\rfollow these innovations. In particular, economic and technological developments continue to shape the service\rareas and service styles of these enterprises. In this study, the universal service obligation for Turkey's postal\renterprises (PTT Inc.) was made in the main area of the postal and banking services to determine significant\rdifferences in measuring the comparative of SERVPERF scale with quality and result evaluation. In this study,\rservice quality of PTT A.Ş. was measured with the SERVPERF scale. While measuring this, postal, cargo and\rbanking services are compared. A survey was conducted with customers who have benefited from postal & cargo\rand banking services from PTT at least once. The data were analyzed with the obtained questionnaires, firstly the\rdemographic characteristics of the participants were included and the hypotheses of the research were tested with the results of the independent sample T test. According to the results of the T test, PTT customers' perceptions of\rpostal & cargo and banking quality differ in terms of their perceptions of service quality and sub-dimensions of\rreliability, assurance and empathy. No statistically significant difference was observed between these two services\rin terms of physical facilities and responsiveness dimensions of service quality perception.