Postal network access and service quality: Expectation and experience in Serbia

In the Republic of Serbia, commercial postal services are provided by 49 postal operators. Universal postal service is provided only by the Post of Serbia. Collaboration between the Post of Serbia and private operators is exclusively in the area of commercial services and based on bilateral agreements. At the end of 2014, the National Regulatory Authority (NRA) adopted an Ordinance on the methods and conditions of access to the postal network of the Public Postal Operator (PPO). As the market is liberalized, postal operators are given the opportunity to provide the universal service function, with the exception of reserved services, without owning a network. In conjunction with the NRA and the postal operators, and with input from experts, we analyze current market conditions and the demand for access to Serbia's postal network, and evaluate the PPO from the stand point of expected and experienced postal service quality of access to postal network. The obtained results will be useful in developing the postal network.