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 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.