Comparative analysis of satisfaction of users of postal services in Serbia, Montenegro and B & H (Republic of Srpska)

The basis of this paper is an analysis of the views of users of postal services in Serbia, the Republic of Srpska, and Montenegro, relating to their satisfaction with the services provided. The postal services market in Serbia has changed since the introduction of the new law in 2005, allowing competition. Because of the transition in the neighboring countries, it was necessary to find out what quality of services the Post provides to their users. This paper uses a questionnaire designed according to the Servqual model, adapted for measuring the quality of services in post offices. The total number of respondents was 250 in Serbia, 30 in Montenegro, and 70 in the Republic of Srpska. The number of users interviewed in Montenegro and the Republic of Srpska is proportionate to the respective number of inhabitants. Based on the respondents' views, it can be concluded how the Post should function, what problems they encounter in their work, and how they should act in the market in the future