Logistic Service Improvement Parameters for Postal Service Providers Using Analytical Hierarchy Process and Quality Function Deployment
Postal services have re-emerged across numerous emerging economies worldwide as essential logistics providers, harnessing their vast coverage and dependability in the face of expanding e-commerce platforms and technological innovations. This study investigates India Post, one of the largest postal n...
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MDPI AG
2025-04-01
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| Series: | Economies |
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| Online Access: | https://www.mdpi.com/2227-7099/13/5/120 |
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| author | Nisa James Anish K. P. Kumar Robert Jeyakumar Nathan |
| author_facet | Nisa James Anish K. P. Kumar Robert Jeyakumar Nathan |
| author_sort | Nisa James |
| collection | DOAJ |
| description | Postal services have re-emerged across numerous emerging economies worldwide as essential logistics providers, harnessing their vast coverage and dependability in the face of expanding e-commerce platforms and technological innovations. This study investigates India Post, one of the largest postal networks globally, to determine the key logistics service parameters prioritized by customers in southern India. Quantitative data obtained from 255 India Post end-users were evaluated using the logistics service quality (LSQ) scale, assessing eight dimensions including information quality, timeliness, ordering procedure, order accuracy, order condition, personal contact quality, order discrepancy handling, and order release quantities. The Analytical Hierarchy Process (AHP) ranked these elements, while Quality Function Deployment (QFD) bridged customer expectations with service improvements. The findings highlight the need to improve sorting and distribution processes to meet customer demands for timely, high-quality delivery. By refining logistics efficiency, this study provides suggestions and recommendations for boosting satisfaction and profitability, shedding light on service-led economic advancement for postal services in emerging economies. These insights equip postal service providers to cultivate loyalty and maintain competitiveness within the dynamic logistics landscape. |
| format | Article |
| id | doaj-art-e490b4b851e24cd38593345990b4b9e7 |
| institution | OA Journals |
| issn | 2227-7099 |
| language | English |
| publishDate | 2025-04-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Economies |
| spelling | doaj-art-e490b4b851e24cd38593345990b4b9e72025-08-20T02:33:44ZengMDPI AGEconomies2227-70992025-04-0113512010.3390/economies13050120Logistic Service Improvement Parameters for Postal Service Providers Using Analytical Hierarchy Process and Quality Function DeploymentNisa James0Anish K. P. Kumar1Robert Jeyakumar Nathan2School of Management Studies, Cochin University of Science and Technology, Kochi 682022, IndiaDepartment of Management Studies, Kannur University, Kannur 670002, IndiaCentre for Management and Marketing Innovation, CoE for Business Innovation and Communication, Multimedia University, Cyberjaya 63100, Selangor, MalaysiaPostal services have re-emerged across numerous emerging economies worldwide as essential logistics providers, harnessing their vast coverage and dependability in the face of expanding e-commerce platforms and technological innovations. This study investigates India Post, one of the largest postal networks globally, to determine the key logistics service parameters prioritized by customers in southern India. Quantitative data obtained from 255 India Post end-users were evaluated using the logistics service quality (LSQ) scale, assessing eight dimensions including information quality, timeliness, ordering procedure, order accuracy, order condition, personal contact quality, order discrepancy handling, and order release quantities. The Analytical Hierarchy Process (AHP) ranked these elements, while Quality Function Deployment (QFD) bridged customer expectations with service improvements. The findings highlight the need to improve sorting and distribution processes to meet customer demands for timely, high-quality delivery. By refining logistics efficiency, this study provides suggestions and recommendations for boosting satisfaction and profitability, shedding light on service-led economic advancement for postal services in emerging economies. These insights equip postal service providers to cultivate loyalty and maintain competitiveness within the dynamic logistics landscape.https://www.mdpi.com/2227-7099/13/5/120logistics service qualitysupply chainvoice of the customerSDG 9: industryinnovation and infrastructure |
| spellingShingle | Nisa James Anish K. P. Kumar Robert Jeyakumar Nathan Logistic Service Improvement Parameters for Postal Service Providers Using Analytical Hierarchy Process and Quality Function Deployment Economies logistics service quality supply chain voice of the customer SDG 9: industry innovation and infrastructure |
| title | Logistic Service Improvement Parameters for Postal Service Providers Using Analytical Hierarchy Process and Quality Function Deployment |
| title_full | Logistic Service Improvement Parameters for Postal Service Providers Using Analytical Hierarchy Process and Quality Function Deployment |
| title_fullStr | Logistic Service Improvement Parameters for Postal Service Providers Using Analytical Hierarchy Process and Quality Function Deployment |
| title_full_unstemmed | Logistic Service Improvement Parameters for Postal Service Providers Using Analytical Hierarchy Process and Quality Function Deployment |
| title_short | Logistic Service Improvement Parameters for Postal Service Providers Using Analytical Hierarchy Process and Quality Function Deployment |
| title_sort | logistic service improvement parameters for postal service providers using analytical hierarchy process and quality function deployment |
| topic | logistics service quality supply chain voice of the customer SDG 9: industry innovation and infrastructure |
| url | https://www.mdpi.com/2227-7099/13/5/120 |
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