Indian Postal Service Quality Assessment Using Graph Theoretic Approach – A Quantitative Decision-Making Tool

Abstract

This research intends to examine the Service Quality (SQ) factors in mail service operations conducted at National Sorting Hub (NSH), Mangalore, Karnataka state, Southern India. In the postal service industry, measuring SQ performance in mail service operations is a major challenge. So, this paper attempts to explore the positive effect of postal SQ factors on Customer Satisfaction (CS) with the data collected from employees (n = 148) to the Indian postal service. Further, to quantify the significance of SQ factors in gaining customer satisfaction, this study has used Graph-Theoretic approach technique. Results established same priority index to the SQ factors such as Human service delivery (Rank 1), Core service (Rank 2), and Systemization (Rank 3). The results indicate that the postal service industry should concentrate more on these factors to enhance their customer satisfaction. Further, the study employs the operating empirical model which is sparsely used in Indian domain. Furthermore, this research aids the SQ in designing and developing the necessary aspects to improve the CS in various service sectors.