Saida Heco

ABSTRACT: This paper analyzesto which extent the Postal service market regularity contributes to service quality improvement and competitive advantage. Under the influence of global trends and exposed to global competition, postal industry is being changed and adapted to the market opportunities and successful postal administrations. The necessity of structural reforms and transition to market orientation inevitably leads to redirecting of traditional business activities to provision of better and cheaper services for users as well as the involvement of users in the postal business.This paper aims to point out the weaknesses revealed in regulated market and requirements for operating in an environment which is rapidly changing and puts upon an urgent need for reform of postal model. If we want postal administrations to operate successfully and to provide its market share, it is necessary to constantly track status of the market in terms of competition and try to satisfy (throughout its business) the needs and expectations of postal service users. Formation of favourable legal and regulatory environment for provision of postal services and their harmonization with EU acts is one of the steps for establishing service quality standards and for conformity with international standards, which aims to influence implementation of postal services and improvement of business and technological phases of reception, transport and delivery of services to end users.

SAŽETAK: U ovom radu se analizira u kojoj mjeri regulisanost tržišta poštanskih usluga doprinosi podizanju kvaliteta usluga i konkurentske prednosti. Pod utjecajem svjetskih trendova, izložena globalnoj konkurenciji, poštanska industrija se mijenja i prilagođava tržišnim mogućnostima i uspješnim poštanskim upravama . Neophodnosti strukturalnih reformi i prelazak na tržišnu orijentacijuneminovno dovode do preusmjeravanja aktivnosti tradicionalnog poslovanja na pružanje kvalitetnijih i jeftinijih usluga za korisnika kao i samog uključivanja korisnika usluga u poštanski biznis.Ovaj radima za cilj da ukaže na slabosti ispoljene u regulisanom tržištu i zahtjevi za operiranjem u okolini koja se veoma brzo mijenja i nameće potrebu za reformom poštanskog modela. Da bi poštanske uprave uspješno poslovale i obezbijedile svoje tržišno učešće neophodno je da stalno prate stanje na tržištu u pogledu konkurencije, te da nastoje svojom djelatnošću zadovoljiti potrebe i očekivanja korisnika poštanskih usluga. Stvaranje povoljnog pravnog i regulatornog okruženja za pružanje poštanskih usluga i njihovo usaglašavanje sa aktima EU, jedan je od koraka uspostavljanja standarda kvaliteta usluga i usklađivanjasa međunarodnim standardima što ima za ciljutjecati na realizacije poštanskih usluga i unapređenje poslovnih i tehnoloških faza, prijema, transporta i isporuke usluga krajnjim korisnicima.