Logistic Service Improvement Parameters for Postal Service Providers Using Analytical Hierarchy Process and Quality Function Deployment

Nisa James, Anish K. P. Kumar and Robert Jeyakumar Nathan ()
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Nisa James: School of Management Studies, Cochin University of Science and Technology, Kochi 682022, India
Anish K. P. Kumar: Department of Management Studies, Kannur University, Kannur 670002, India
Robert Jeyakumar Nathan: Centre for Management and Marketing Innovation, CoE for Business Innovation and Communication, Multimedia University, Cyberjaya 63100, Selangor, Malaysia

Economies, 2025, vol. 13, issue 5, 1-23

Abstract: 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.

Keywords: logistics service quality; supply chain; voice of the customer; SDG 9: industry; innovation and infrastructure (search for similar items in EconPapers)
JEL-codes: E F I J O Q (search for similar items in EconPapers)
Date: 2025
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