Enhancement of service quality by eds industry with public policy playing a catalyst role

Abstract

Being innovative in delivering the service has become basic characteristic of a successful service vendor. In this backdrop, one of the fastest growing industries in logistic sector, Express Delivery Services (EDS) is coming out with innovative approaches to meet the demand of its customers, and trying to be cost efficient as well. For a firm to be more competent in the market by adapting innovative strategies, the role of public policy is expected to be as catalyst. But at times public policy turns out as hindrance to the EDS to be responsive towards customers’ need, and as cause for escalation of cost of delivering service. This paper with descriptive approach, tries to explain various challenges the EDS providers facing under current public policies like tax system, foreign trade, technology, infrastructure, state level regulatory,Indian Post Office Act, 1898 at macro level on one hand and at micro level decisions regarding man power policy, technology adaptation, and distribution design in various organizations on other hand. As part of findings, it is ascertained that there is a need of integrated approach by the federal system of public policy in India. This context is explained with the help of various available literatures and results of in-depth interviews conducted with some of the EDS providers and their customers. This paper will provide implication for further research in the field of service delivery, good governance and public policy by academicians and researchers, and management implication to related companies and public policy makers.