Abstract:

Postal services, the sorting, transportation and delivery of postal shipments, are still part of the economic and social development of countries. Postal services are constantly changing and evolving with the impact of globalization. With this change and development, postal service users need to observe their needs and demands, analyze them regularly, and produce fast and quality solutions. Increasing service quality inevitably leads to an increase in service value. Measuring the satisfaction of service users is one of the important factors in determining service quality and therefore in improving business results. In this study conducted to measure the satisfaction levels of postal service users, a total of 218 service users in Iğdır and Muş provinces were surveyed. The scale developed by Pavlović et al. (2018) was used in the study. The scale consists of two sections, twenty questions and six dimensions. Within the scope of the research, Indipendent Samples T-Test and One Way ANOVA test were conducted due to the normal distribution of the data. According to the research, it was concluded that the satisfaction levels of service users differed according to their demographic characteristics and that they were generally satisfied with postal services.

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