Managment of electronic services of the Serbian postal system by benchmarking index

Djordjije Dupljanin · Momcilo D. Kujacic · Dragana Šarac

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E-commerce and Technology Innovations E-Government and Public Services Transport and Logistics Innovations

Abstract

The aim of this paper is analys of the state of electronic services within the postal system in Serbia in order to improve the management of this services. As an indicator of the state of development we can use benchmarking index of development of postal e-services. Benchmarking index is created by PCA (Principal Component Analysis) method in statistical software Minitab which has been designed for PCA. The development of electronic economy has influence on postal system to improve postal electronic services. In conclusion we can say those who make the decisions and management experts have to define appropriate strategy of e-services.

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