CUSTOMER SERVICE PROCESS AND THE FINANCIAL CONDITION OF THE ENTERPRISE – CASE STUDY OF A COURIER COMPANY.

Purpose: The aim of the article is to analyze the impact of the quality of the customer service process on the financial condition of a company providing courier services in the era of digital transformation based on a case study. Design/methodology/approach: The article uses a critical analysis of literature in the field of quality management, customer service process and digitalization, an examination of documents concerning the company, a diagnostic survey method conducted among customers of a courier company and statistical research. Findings: The survey results showed that customers assess the quality of customer service and services in the analyzed company at a good level. Considering the lack of precision of this general statement, statistical analyses confirmed the advantage of the competition in the aspect of determinants related to the dimensions of certainty, reliability and materiality. In addition, a more in-depth analysis of the relationship between digitalization and quality showed that the development of digital technologies and the quality of digital services of the analyzed operator negatively affects the use of its offer and increases the advantage of competitors, who are assessed as a better choice. The respondents' answers are influenced to a statistically significant extent by their age and education. Older customers are more likely to choose the surveyed operator, while more educated customers appreciate the quality of service and the digital offer of competitors. In view of the information presented, it can be concluded that digitalization affects the quality of the customer service process in companies providing courier services. The assessment of quality depends on the age and education of the customer. It is necessary to provide support and education in the aspect of digital services for older customers and increase the attractiveness of digital services for younger customers. The impact of digitalization on the quality of the customer service process also affects the financial condition of the company, and the decreasing revenues from courier shipments have already been identified for reasons, the removal of which can improve the financial efficiency of the company. Research limitations/implications: The presented work may constitute the basis for further research in the field of the courier/postal services market, the impact of digitalization on selected markets and the analysis of changes in consumer preferences in terms of management and marketing. In addition, it may constitute a guide for managers responsible for the effective functioning of courier companies. Practical implications: The article provides information for both courier service companies and companies that are significantly affected by changes due to digitalization, in which customer service is one of the most important processes. Focusing on ensuring high quality of the customer service process within quality management, with particular emphasis on digital changes taking place in the company and on the market, can bring tangible effects in the form of improving the economic situation of the company, which has a significant impact on its functioning on the market. Originality/value: This article fills the identified literature gap. It has been shown that there is a wide range of theoretical studies and research in the field of quality management, customer service process and analysis of the courier services market and the impact of digitalization on business activities. The conducted research indicated that there is a lack of analysis of the connections between the quality of the customer service process and digitalization and the impact of these variables on the financial condition of a company providing courier services. The selection of the type of company is particularly important due to the impact of digitalization on the activities of courier companies and their importance in the modern economy. [ABSTRACT FROM AUTHOR]