| || || Pitia, Naolah.|
| || || The impact of corporatization on service quality & customer satisfaction : a case study on Solomon Islands Postal Corporation|
Institution: University of the South Pacific.
Subject: Corporatization -- Solomon Islands , Solomon Islands Postal Corporation -- Customer services -- Evaluation , Customer services -- Solomon Islands -- Quality control
Call No.: Pac HD 4416 .7 .P57 2011
Copyright:Under 10% of this thesis may be copied without the authors written permission
Abstract: This study investigates the impact of corporatization reform process on service quality and level of customer satisfaction. To that purpose, this study uses information on Solomon Islands Postal Corporation, which experienced change of governance when it became a statutory organization in 1997. Corporatization is a component of the public sector wide reform which has gained global significance in the 1980s and 1990s. Governments in many countries have implemented regulatory reforms that allow for changes aimed at improving the efficiency and productivity of government machineries; including corporatization of public utilities and other public service departments. However, these reforms have largely bypassed postal sector which continues to remain dominated by states through their postal service administrations, and largely protected from competition. The changing environment of the postal sector over the last decade has increased the urgency for governments worldwide to re-examine regulations governing how their public postal administrations operate business; and to enact appropriate changes aimed at enhancing public postal operators’ capabilities to perform business in competitive environment without undermining their universal service obligation. Many countries in the Pacific Islands region, including Solomon Islands, have undertaken to modernize their public postal administration through the process of corporatization in order to improve the efficiency of their services, and remain viable and competitive in the market. The need to increase service efficiency and quality is a critical strategic focus, given the increasing technological competition, rising operational costs and changing customer’s needs and expectations. There are many success stories, particularly from developed countries, highlighting improved service quality following corporatization of their public postal administration. This particular study revealed that corporatization of Solomon Islands postal service has made some positive impact on service qualityand level of customer satisfaction.