The impact of the COVID-19 pandemic on the scope and quality of courier services. Results of a preliminary study

The dynamically growing courier services industry in Poland with the spread of the COVID-19 pandemic, like all courier companies worldwide, has had to adapt to the prevailing conditions. At the same time, due to the numerous epidemic restrictions associated with land-based commerce, the KEP industry has had to contend with handling the increasing number of orders associated with online shopping. The aim of this paper is to assess the impact of the COVID-19 pandemic on the range and quality of services provided by courier companies. The preliminary study was conducted among 380 respondents (Polish residents) using the CAWI survey technique. The survey questionnaire contained questions to collect information on the use of courier services both during and before the pandemic. From the results obtained, it can be concluded that the COVID-19 pandemic had little impact on changing the scope of provision and perception of the quality of courier services. It mainly contributed to an increase in the frequency of online shopping and thus the use of courier services and a shift towards contactless forms of delivery and payment. It should also be mentioned that respondents noted an increase in the level of service quality (compared to pre-pandemic times) primarily in the case of service safety, delivery time and the availability of tracking options.

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