SATISFACTION OF THE YOUNG USERS WITH THE PARCEL DELIVERY SERVICES IN CROATIA

In the last years, the role of parcel delivery in urban areas has been continuously growing, first and foremost because of the intense importance online commerce is gaining. This is also true of the Croatian market. With the Croatian accession to the European Union, postal services market has liberalized which has created suitable preconditions for the existing services, growth of competition and more packages to be delivered. Almost all world-renown service providers are present on the Croatian parcel distribution market. Bearing in mind that mostly younger population uses information technologies, and therein shop online, their satisfaction with the services provided by the parcel delivery companies in Croatia should be investigated. Therefore, the purpose of this research paper is, based on the primary research, to explore how well young users are satisfied with the package delivery services in Croatia. Reliability and punctuality have been confirmed as the most significant factors that determine the level of satisfaction of the young users with the quality of the overall service. The research also suggests that recognition of the company's name is the least important element. Companies that operate on this market have to improve information availability, work on providing safe and timely delivery and invest in further modernization.