Service quality as a driver of customer satisfaction and purchase intentions: a mixed-methods longitudinal study of the Egyptian Post Ofce (2013–2023)

Abstract

Purpose: This study examines the impact of service quality on customer satisfaction and purchase intention in the Egyptian Post Office.

Design/methodology/approach: A mixed-method approach was employed, combining qualitative interviews with postal customers and industry experts and a quantitative survey of 334 customers. Time-series data from 2013 to 2023 were analyzed using dynamic ordinary least squares (DOLS) to examine long-term trends.

Findings: Survey results confirmed that service quality significantly influences satisfaction (β = 0.736, p < 0.01) and purchase intention (β = 0.794, p < 0.01). DOLS estimates showed a 1% increase in postal service performance raised satisfaction by 0.68%, while inflation had a temporary negative effect. The consistency between qualitative, survey, and time-series findings supports strong triangulation.

Originality/value: This study integrates SERVQUAL with longitudinal economic analysis, offering a novel, evidence-based perspective on how public service quality reforms influence consumer behavior over time.

Practical implications: Policymakers are advised to enhance service reliability, invest in digital infrastructure (e.g., ATM expansion and mobile apps), and mitigate inflation’s adverse effects. Improving employee empathy and responsiveness is also essential to drive customer retention and loyalty.