Sustainable postal service design: integrating quality function deployment from the customers perspective

Vadivel Sengazani Murugesan (), A. H. Sequeira (), Sunil Kumar Jauhar () and Vimal Kumar ()
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Vadivel Sengazani Murugesan: National Institute of Technology Karnataka
A. H. Sequeira: National Institute of Technology Karnataka
Sunil Kumar Jauhar: Indian Institute of Management Jammu
Vimal Kumar: Chaoyang University of Technology

International Journal of System Assurance Engineering and Management, 2020, vol. 11, issue 2, No 22, 494-505

Abstract: Abstract The need of the hour today is to incorporate sustainable principles to the public postal service facilities to withstand in the market. This paper objective is to develop a model to explore the quality function deployment (QFD) concept and technique to be incorporated in India post service operations. It aims to support sustainability by finding customer factors (queries) that affect service quality design/dimensions. This survey will be helpful, to understand how India post can remain strategically sustainable for the next few decades. It has an extensive network of logistics to serve customers throughout the country. This study improves QFD tools for the postal service quality design known as House of Quality Sustainable Design.

Keywords: Quality function deployment (QFD); House of Quality Sustainable Design (HOQSD); Postal service; Customer satisfaction (search for similar items in EconPapers)
Date: 2020
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Citations: View citations in EconPapers (4)

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DOI: 10.1007/s13198-019-00906-6

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