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RECENT DEVELOPMENTS IN COURIER SERVICES : A REVIEW

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 RECENT DEVELOPMENTS IN COURIER SERVICES: A REVIEW

Ahmad Ghazali Kidwai¹, Dr. Adeel Maqbool²

¹Ph.D Student, Department of Commerce and Business Management, Integral University,
Lucknow, UP, India, Integral University, Kursi Road,Lucknow-226.26 (Uttar Pradesh),India
Mobile: 8299437575 /9648496404, Email: agkidwai@iul.ac.in, ORCID : 0009-0004-8850-4760
² Professor, Department of Commerce and Business Management, Integral University, Lucknow,
UP, India, Integral University, Kursi Road,Lucknow-226.26 (Uttar Pradesh),India
Email: amaqbool@iul.ac.in
Abstract-
A courier service is a premium service that collects and delivers shipments in the shortest possible
time frame. Main objective of courier is timely and speedy delivery of messages, packages, and
mails with utmost security. It was developed to propose a faster service with more secure
alternative to the standard mail service that is available. A courier is a person and employee of a
Courier Company who is paid to take letters and parcels direct from one place to another within a
fixed time. In today's fast-paced world where speed is of utmost importance. Standard delivery
service is not enough for the companies to sustain themselves in the competition. A courier service
/parcel comes into the picture providing a much quicker and more reliable solution. A steep
increase in demand for courier services has given rise to competition in the shipping industry.
Companies are coming up with new specialized services for customers with the help of new
technologies.
Keywords: Courier Service /Speed/delivery
Introduction
Courier Service in India
Courier service refers to the fast or quick, door-to-door pickup and delivery service for
goods or documents. A person who takes or carries messages, letters, or parcels from one person
or place to another is called a courier. A flat rate or a rate directly proportional to the weight of the
goods or based upon the urgency of delivery of the goods is charged by the courier company. The
goods handled by the courier companies include legal papers, garment samples, technical reports,
manuals, textile/fabric cloth, cheques, drafts, files, stationery documents, negotiable instruments,
banking papers, etc.

When we talk about sending parcels or shipments from one place to other within
geographical boundaries as well as across the world, Courier delivery services play an important
role. Courier service was started in India around 15-20 years ago in metropolitan cities. This
service has now flourished and have reached in small cities and rural areas. This service is used by
many companies for sending their documents and goods to the customers due to its reliability and
efficiency.
Functions of Courier Service companies:
 Door to Door delivery

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 RECENT DEVELOPMENTS IN COURIER SERVICES: A REVIEW

 Overnight Courier Services

 International Couriers
 Same Day Express Courier Services (Bullet Service as it is called in aramex)
 Safe Transportation
 Delivery of Large and Heavy Items
 Packaging Services
 Tracking Services
 International Courier Services
 Pallet Courier Services
 Warehousing Services
 Mailroom service

Customer Satisfaction, Faith, Loyalty, and Retention

Customer satisfaction can be understood as a measurement that determines how happy a customer
is with company products, services, and capabilities. It is considered to be the main aspect of all
the marketing activities of a company where customer is happy with a product or services and
business flourishes. The main focus of marketing in services is to keep customers happy by
providing solutions to their needs and wants.
Mohammad A. Shbool(2022) Study was carried out to study the effects on Key
Performance Indicators. It was found that enhancement of goodwill through Word of mouth and
Vehicle Speed for increasing the number of deliveries, were the two main were factors.
Number of fleet (vehicles) was found enough to meet the demand of increasing deliveries. As the
demand increases through WoM factor through happy customers, number of vehicles will have to
be increased from numbers presently available. Increase in number of customers reflects more than
one delivery on a particular route. This results in less service time which finally enhances customer
satisfaction which is the main goal of any business.
According to a study by (Rudresh Pandey, 2021), One of the most important and essential
part of any organization is logistics. With the proper process of logistics production cost can be
minimised and increase efficiency and customer satisfaction. Courier companies like DHL use
latest technology which can ensure that the services run smoothly and perfectly. The Hi-tech
services seem to attract more potential customers as well. Packaging, good condition, price, and
pickup and delivery timings have a significant effect on the customer satisfaction of DHL
customers. The main and foremost objective of company is customer loyalty to establish long-term
customer relationships. In order to maintain long term relationships with customers, companies
need to understand customers’ needs and demands.
As per Sultan Salahuddin Abdul Aziz Shah(2020), the study aims to understand the
challenges faced by customers in using courier service and customer expectations to fulfill
customer satisfaction The findings enhance our understanding of customer satisfaction in using
Courier service in the SERVQUAL model ( Reliability, Responsiveness, Assurance, and Empathy)
that influences customer satisfaction in using courier service..
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Zainuddin. et.al (2023) talk about the importance of Cash On Delivery payment option in
the current scenario when customers are more depended on online shopping and courier service
plays a crucial role in delivering goods to the consumers and collecting cash at the time of delivery
for the seller. The payment method which is done directly at the point of delivery only when
customer receives the order is called Cash On Delivery method (COD). It has helped to retain
customers by generating faith in the Courier Company and seller. The COD payment system has
been started for the ease of the customers whereby they can make payment at the time of delivery
without having a bank account or a credit card. It is also easier for the customers who are not
located in prime locations near e-commerce outlets. However, at various occasions many mistakes
have been found in COD method which effect the buyer as well as the customers. With the
customers’ feedback, companies are continuously improving this service. The principle of good
faith should be adopted to safeguard potential issues for all the parties involved.
Maciej Piotr Śwircz (2021) Study suggests that customers' choice of courier service is
influenced mainly by shipping transit time, price, order completion, waiting time and customer
service. Primary factor for selection of shipping company is shipping price and it affects customer
preference a lot. It is noteworthy that the pandemic COVID-19 has affected the frequency of
purchase through courier companies which has resulted to a shift in customer habits.
Mr. S. Muruganantham (2021) Main object of a company should be effectively managing
consignment. System should be introduced to eliminate all problems of the existing system. It
should keep a record of customer bookings and delivery
Syamsuriana Sidek (2022) Current scenario indicates an increase in cyber shopping
activities which has created competitiveness amongst the logistics industry including courier
service providers. In logistics sector, courier companies play an important part for delivery of
goods to buyer, traders, and manufacturing units. Study is done on dimensions of SERVQUAL
namely Responsiveness/Reliability and Assurance in order to select the best courier service.
Vikash Khatri (2022)Talks about Express Logistics Market referred as CEP (Courier,
Express and Parcel. This consists of largely B2B and B2C shipments. The broadening of well
organized logistics results in promoting the financial and economic growth of country. The growth
of CEP is expected to be challenging for the players. Companies need to prepare themselves in
advance for the prospective competition.
Xiao-Jing Dong1 (2015) Because of the popularity and extensive use of internet, online
shopping has increased and it has now become a part of our daily lives. As the online trading
increases, the customers demand for urgent or fast delivery has also increased. Express delivery
service is an answer to this increasing demand. To enhance the service, online shopping is an
important part. The courier company has to manage its internal structure and at the same time it
has to pay attention to the new corporate environment. The quality of Express delivery service
quality has a direct impact on the interest of the customer and its satisfaction. A happy and satisfied
customer brings in positive publicity, more economic benefits and promotes the company as well.
Samantha Shane Evangelista (2022) From this study factors like providing services and
supports specifically to meet the needs of customers, taking care of interest of customers’, setting

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up of functional company branches at appropriate locations, and easy pick-up points (creates the
image of courier service provider, minimize the damage to the package (Reliability), neat
appearance of courier(Brand Image) are the top five factors that influence courier services
satisfaction.
Joefel T. Libo-on(2021)Pandemic has resulted in change in customers’’ buying behavior
from traditional window shopping to online shopping, hence the demand for courier services has
become very common. Customer appreciates the option of choosing the convenient method of
delivery and fast services offered to him. A user friendly application of the courier service,
politeness and courteousness of courier delivering the parcel, the state of the orders being
delivered, willingness of customer service to help the customers are highlighted as key to
satisfaction by customers.
NurAsyhikinYaacob/TehZaharahYaacob(2022) Courier service management should
consider some efforts to increase the level of customer satisfaction towards the service
management quality among the consumer in Johor Bahru. It would be good if the management
could focus more on the issues and how to make sure the service given to meet the customer's
expectations. Courier companies should take necessary steps to resolve the issues related to
customer services. For example issues such as insufficient facilities to provide supply, transport,
and workforce need to be taken care on priority which may affect the quality. Besides, courier
services can adapt features like client management, and services to suit customers' specific needs
for better customer service. Level of customer satisfaction toward courier service management
quality the consumer in Johor Bahru during the pandemic is moderate. While customer satisfaction
has a significant positive relationship with the elements of courier service management quality on
courier service which consists of responsiveness, empathy, reliability, time of delivery, and
condition of the parcel. It is highly expected that courier companies become more efficient and
effective in their operations department, improve their services and increase customer satisfaction.
Yuanye Dai (2021) Study suggests that courier companies must consider reliability,
tangibility, responsiveness, timeliness, empathy and assurance as the six service quality
dimensions to its overall functioning. These dimensions will lead to win the faith of customers. In
addition following steps can be taken:
• Companies should keep upgrading their transportation methods and make planned
delivery routes to reduce the delivery time.
• Tracking system should be technically upgraded to provide better updates to the
customers.
• Recruit more couriers and other office staff to provide personalized and faster
service
• Collect customer feedback on regular basis
Joanna Ejdys(2020)Improvement in the service quality on continuous basis is very
important for generating trust among the customers and for sustainable service. Customers'
perception about the quality of service plays an important role in long-term business. Further
digitalization of logistics processes can be the main factor.

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Aleksandra Gulc(2020)A universal set of factors determining courier service quality has
not been established. The study disclosed the main factors of courier service quality in e-commerce
perceived by e-customers. 7 factors were: Reliability, Relational Capital , Visual Recognition,
Service difficulty, Social Responsibility, Sensitivity and Technical Quality. It is believed that if
these factors are taken care, can bring customer satisfaction towards courier service.
Dr.Sonali P. Banerjee (2019) Study focuses on finding the factors which affects the
perceived quality of service regarding food delivery amongst the consumers. It aims to identify
the main factors which makes customer happy. Once we identify the same, it is expected to help
food delivery service providers to enhance their services by removing the service gaps and focus
on specific requirements of customers. In order to fight the completion, food delivery service
providers should know about customer’s perception and to provide them expected services to
retain them. Timely delivery of food is critical.
Selvakumar, S (2017) Study was conducted in Tamilnadu. Based on the study it was
suggested that courier companies should promptly return Non Delivered items back to their origin.
Timely payment of salaries to employees, equitable distribution of work, providing labour
standards, and regulating prices/rates are other few steps that can be taken.
Aleksandra Gulc (2017) talks about the perceived service quality by the customer and
management of Production and Services. It is found that the demands of consumers keep
changing, related changes in the process and policies are to be revised on time to time basis to cope
with ongoing competition.
Nausherwan Raunaque1 et.al (2016) Generally it is found that customers are sceptic for
using the courier service as they are afraid of losing money and receiving product of bad quality.
Companies are coming up with new rules and regulations which will help in building up a trust of
customers on the company. Involvement of courier service for timely delivery has improved trust
level regarding online marketing and delivery of shipments.
Dr. Ankit Mehrotra (2016) With increasing competition, every courier company is always
on search for innovative ideas to retains and sustain its customers and to get new customers.
Business intelligence is required to make business more effective. Companies should adopt
Knowledge Management practices and give more stress on capturing feedback and data regarding
the general queries raised by customers.
N. AnubhavReddya; Brig. Rajiv Divekarb (2014) In India, e-commerce companies face
challenges by logistics and delivery services. COD facility, levied structure of taxes and security
& safety measures play an important part in customers’ satisfaction.
Hoo Lien Yee (2011) Study finds out that tangibility, reliability and assurance from the
SERVQUAL model were significant to achieve customers’ satisfaction.
Rajkumar,S (2010) Security and safe pick to delivery point and service cost was the major
element for decision making of oragnizations using services in achieving customer service.
Sanjeev Varshney (2007) Courier company Blue Dart has to maintain its leadership
position in the environment of growing competition and imitation. At the same time the company
has to be sensitive to the needs of its stakeholders which needs a dynamic strategy ensuring growth.

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Sandhya R Anvekar (2007) A focus on service delivery critical incidents and strategy to
guarantee these incidents can fasten the speed of courier services and achieve quality services

Adaption of new technologies

Whatever industry you're in, digital is certainly a game changer. So, till date, successful
digital investments have generally focused on cost management and productivity
enhancement. The focus now needs to shift to revenue-generating investments. E-commerce
is a key driver for postal services. E-commerce is a key driver for postal services.
BibianaBukova (2023) talks about Radio Frequency Identification (RFID) is a technology
that uses radio waves to identify a tagged object. It is used in commercial and industrial
applications like in courier services to keep a track and monitor packages/generate invoices for
overseas shipments, organizing delivery schedules etc. Highly used in Logistics centres. Due to its
efficiency of speeding up the pickup, delivery and tracking of shipment and enhancing customer
satisfaction.
Nia Novitasari a, NashirudinAnwar (2022) Radio Frequency Identification (RFID) is a
system used for automization of data retrieval using tag items. The said tags are usually in form of
stickers, cards, hanging items etc. The radio waves emitted by transponder is stored in the said tag
item which is then read by Reader Device of RFID. Warehouse management, inventory
management, goods transportation, manufacturing, and retail, in all these aspects of logistics RFID
is largely used.
Adam Marcysiak (2021) The competition amongst the companies comes into picture with
the differences in quality of customer services provided by them. For most of the customers,
customer service is the main element which makes them opt for a product or service of a particular
company. Continuous Technological development and environmental friendly steps are need of
the current market scenario. Customer services starts from the point of sales till the product or
service is delivered and sometimes in after sales as well. Click &Collect services are expected to
play major role in the time to come. Online and digital marketing is expected to have an effect on
consumer behaviour in the coming years.
Damianos P. Sakas,IoannisDimitrios (2021) The author has aimed to introduce a new
methodology whereby optimistic information generated from large group of people from internet
and social media can be positively used by supply chain risk management departments in order to
forcast the online behaviour of courier companies after and during crisis. The effect can be seen
on movement of global ranking of any company’s website. The information thus generated can be
used to plan for future.
SanjeetWalia (2020)Dependence only on Manpower would impact negatively and may be
a hindrance in smooth Last Mile Experience. Innovation and technological development would be
the key to improved Last Mile Delivery experience by investing money on drones, parcel stations
etc.
T. Aravind, P. Dileep Kumar (2019) With inventions of new technologies, courier
companies are getting themselves revamped. Services are getting automated such as

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documentation which was done handwritten has been removed and technical bar updated software
is implemented. Data loss is minimised as it can now backed up on the reliable media. Password
system has been generated which has nearly eliminated the fear of unauthorized access to the data.
Xin Goo (2018) Relationship between new technology and urban patterns gives planners
direction and instruction to make the city plan more comprehensive and adaptable in the future.
Parcel delivery in a planned manner with the help of technological development becomes easier.
Alisha Fernandes (2017)Study emphasizes on the use of software which identifies the
optimum path, traffic free route which can be assigned to couriers to avoid delivery delays,
optimize maximum deliveries and reduce cost.
Harish Kumar (2017) Financial development of any country is largely based on its services
enabled by IT which are available to citizens. Well planned cities have proper street names, house
or building addresses which are being used by postal services, courier services, and logistics
services deliveries. Delivery services are often failed due to inappropriate delivery address or
delivery locations could be found by the courier. This reason has given idea to digitize the system
of house address in order to deliver accurate and faster services to the citizens. The couriers and
in house operations staff of delivery companies can save the address data in centralized database
and reduce the amount of time wasted on writing lengthy address for generating run sheets of
delivery.
A digitally saved address of a house, street, building or a market has proved to have made
finding the location much easier. It has improved the wayfinding and has made finding the exact
location much easier. The most important aspect is finding the location in an emergency situation
like health, security issues, fire etc.
Okemiri Henry A (2017) Courier companies should keep updating their delivery
management system for tracking etc customer satisfaction. With an introduction of Courier Service
Delivery Management System in courier companies, it has become easier to keep an eye on the
shipment and it has also enhanced customer service since customers can track their shipment as
and when required on their smart phones. With good service , customers develop faith on the
company hence it increases sales. Courier can now be booked online, information about their
arrival can be taken, customer support and feedback system can reduce operations time.

Job Satisfaction of Courier /Employees

QiweiPang ,at al(2023)With an increase in online retail services during pre
and post pandemic, delivery couriers have been overloaded and have worked for approximately
12 hours a day in 6 days a week, Couriers also faced work related injuries in their duty hours
(Choe, S.H.- 2020).Workload and safety concerns of couriers also increased which in turn had
adverse effect on delivery services. Thus customers faced satisfaction issues. It is necessary for
courier companies to increase the courier’s outcomes like health, duty time, and delivery and
pick up load etc. Couriers and other employees of the company should have faith in the
organization that they are being taken care of. Courier companies should make sure that the health
and safety of their couriers are not compromised.. Work conditions, work environment, training

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and development also have deep impact on couriers' faith on the company. Performance based
rewards, satisfying supervision, salary enhancement etc should be taken care of. In extreme
circumstances like COVID-19 companies should care about couriers and inculcate feeling of
belongingness amongst the couriers.
Laliv Egozi1 · Nitzan Reiss‑Hevlin1(2022)As per this study, it was found that working
conditions of couriers largely affects the safety and health of couriers which is connected with
safety behaviour. This includes stress and work overload which reduces safety behaviour and
increases the risk of accidents. Companies have and are taking care of physical and mental health
of its couriers and other employees to fight stress, fatigue, work overload and other issues.
Paritosh Mishra, Prof.Dr. B. Shukla(2018) Studies the HR policies of Blue Dart Express
It promotes its own talent which motivates its staff and increase efficiency.
Sayantika Das1, Somnath Gangopadhyay2(2022)Postal assistants are India Post staff who
are responsible for servicing the clients on counters. This particular study is focussing on postal
assistants employees. Effect of noise related to work on metal fatigue, blood pressure and its
impact on efficiency of postal assistant staff. The conclusion of this study states that productivity
of said employees reduces due to noise pollution at work place. Various reasons have been
identified such as loss of concentration, headache, stress etc. The common noise sources as work
place such as noise from printing machines, stamp tool, noise generated from customer que and
chaos among them. Noise from kids accompanied with customers etc.
Apart from this postal assistants are exposed to computer screens for long hours during
working hours. Employees should be made aware about occupational health and safety regulations
and steps to be taken by the organization to minimise the said noise pollution at work place.

Growth and improvement of Courier/shipping companies

Employee/courier gives his best services which ultimately brings customer retention.
E-commerce industry in India has emerged as the largest growing retail industries, at the time of
pandemic, almost all the sectors or business operations remain closed, but e-commerce industry
responsible for providing the essential commodities and services to the people of India under the
COVID-19 guidelines. This in turn kept courier and shipping companies on toes during and after
pandemic. Thus, people started relying on online bookings and doorstep deliveries rather than
taking risk in going to local retail market. This generated more and more demand of e-commerce
companies.
Prof.ShyamJivanSalunkhe (2023)The e-commerce marketplaces or e-commerce
companies are playing very vital role in during COVID-19 Pandemic and Post Pandemic era, it
provides variety of products as per the choice of consumers or customers at cheap or low prices or
discounted prices. They are very popular in Indian consumers, especially Amazon India, Flipkart,
Snapdeal, Myntra, etc. is the major player in the online shopping platform. Most of the online
shopping companies using social media platform to reach consumers to promote and succeed in a
business and nowadays social media marketplaces became very popular to reach consumers or
customers and it is one of the most popular and largest user base platform available in India. E-

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commerce industry in India grew at a faster pace which has direct positive effect on business of
courier companies.
CEP Research (2023) Emirates Post aims to cater the international market and it has
opened international parcels hub at Dubai International Airport. To generate volumes from outside
the UAE for this international service sales teams have been formulated which will focus on selling
outbound shipments.
G.Santosh Kumar (2018)In India courier and logistics companies are offering value-added
services in the fields of road transport, air and sea freight, logistics and customs clearance and
forwarding services. A prospective logistics business can be developed.
Babu franklin A(2022),Courier service agencies are also facing certain problem like levy
of more service tax, speedily changing market, new technological developments, financial
uncertainties, cut-throat competition, customers with more personalized demands and the changing
climate etc. The support from Government side will strengthen the base and roots of domestic
courier business and later they would expand their business globally. Apart from the Government
support, formulation of effective marketing mix by the courier units and meeting the needs of the
customers will help the courier units to cut throat competition and obtain dominant market share
Jacek Karcz (2016) The delivery services provided by courier companies have become
important component of new business. Shopping habits of people has changed to a large extend
due to E-commerce services. This has changed the courier services as they have become more
techno savy and modern. This has made the customers using courier services for aware about the
standard of services they should expect as numerous competitors are available in market as a
second option. The quality of delivery service has also improved as couriers are now moving out
for delivery in a planned way on a pre decided route. This has resulted in reduction of cost. Proper
planning in preparing pickup and delivery routes will help improving service. Timely delivery is
considered to be the most important aspect for customer satisfaction. Introduction of additional
routes of couriers divided on the basis of afternoon and evening deliveries has proved to have
improved delivery service.
RozaHikmat Hama Aziz (2015), With continuous technological development, concept of
online bookings has emerged as one of the most preferred option by customers. In this study
Kurdistan region, online courier bookings helped to deliver items from other locations and helped
the customers with utmost efficiency and better services.
VandanaSonker (2011) suggested in her thesis that to improve service time of pickup and
delivery of shipments and to generate customer satisfaction, logistics management is required.
Suggestion for collaboration with dealers can reach many more customers.

Environmental Sustainability
DHL has initiated DHL GO GREEN to minimize the transport related environmental
pollution. Use of Intermodal transport and multimodal transportations by courier and logistics
companies promises to reduce environmental pollution (Dr.László Vidaa1.at al)
2023.BibianaBukova (2023) threw light on the use of RFID (Radio Frequency Identification) by

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logistics and courier companies. He says that the production of large numbers of RFID sensors
generate electronic waste which needs to be recycled. Recycling of RFID tags is matter of
importance which should be addressed. It is found that purchasing behaviour of Consumers’
changes at any time. Environmental awareness, development of technology and use of artificial
intelligence are the main reasons behind it. Customers are now demanding high quality shopping
experience, timely logistics solutions and increased speed of processing. This is an increasing trend
which can be taken care along with pollution free environment.
Lakhwinder Pal Singh (2011), The use of e-shopping drastically decreased the carbon
dioxide emissions. Proper disposal of packaging materials etc. Blocking the purchase of
environmentally harmful products. If no attention is given to the environmental consequences and
to ways of addressing environmental challenges in courier sector, the target of better lifestyle will
not be achieved with poor quality of commodities.
Intermodal /Multimodal Transportation: Need of an hours
Multimodal transport is the movement of goods for a customer and is carried out with at least two
different modes. Multimodal transportation consists of all means of public transport, rail transport
and waterways, bicycle and pedestrian. It helps in concentrating on the requirements of all users.
Irrespective of whether they opt bike , walk or , use transit or drive. It adds more choices to
movement of goods.
As per Saurabh P. Choudhary, AnandAchari (2023), with an increase in number of
personalized vehicles in India, issue of worsening traffic is also increasing which hampers the
smooth movement of people in general and courier/parcel shipments. Delays in deliveries
brings unsatisfied customers to shipping companies. The concept of multimodal thus came into
picture where we can avoid unnecessary use of personal vehicles instead switch to walking
or cycling for shorter distances and may be taking public transport for others. Commuting by multi-
modal transport gives combined benefits of cycling, walking, or driving with the advantages of
mass rapid transport while balancing some of the drawbacks of each specific transportation mode.
Literature survey conducted by Anny-del-Mar et.al(2023) states the growth of international
trade in recent decades has prompted an increase in the trend towards the use of intermodal
transportation. Intermodal transportation is a comprehensive system for transporting goods. The
goods are grouped in loading units and an efficient combination of more than one mode of transport
is used between the place of dispatch and the destination. efforts are being made in switching to
intermodal transportation system by the logistics /courier/shipping companies. The advantages
related to intermodal transport system are identified avoiding the congestion of road transportation,
flexibility in cost of transportation, environmental impact, combination of means of transport.
Dr.László Vidaa1.at al(2022)Industry gives emphasis on use of logistics 4.0 in intermodal
freight transport.It is briefly defined as the application of cyber-physical systems in manufacturing
and supply chains. Combined use of rail-road transport can reduce the issues. It is possible to
develop a rail-road intermodal freight transport that is competitive in terms of price and time
compared to road transport with Use container handling technologies, the creative application of
automated operational solutions and technical knowledge . Logistics 4.0 compatible way could

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lead to the creation of new horizontal container handling equipment that could radically transform
the inland freight transport sector
M. HakanAkyiiz,REommert Dekker(2022) Continuous use of long distance road
transportation has negative environmental impacts. Intermodal transport can help in reduce both
operating costs carbon emission by combining waterways, railways and road transport modes.It
requires efficient planning and routing to plan shipments distribution.
Raj Amonkar/ Vivek Roy (2021) The study focuses on seaport logistics services and its
service chains and resources in order to enhance the outcomes of logistics performance. Global
supply chain in various countries is positively affected by Seaport logistics. It involves seaports,
agents, terminal operators, carriers (transporters using various transportation modes), shipping
lines, customs brokers, and shippers who directly or indirectly facilitate import-export
transactions. As per the demand of customers), there has been a lot of collaborations between
seaport logistics and different logistics service providers to provide integrated services to
customers. It is inferred that apart from sharing the information, collaborative practices play an
important part to facilitate Intermodal Transportation. Collaborative services as provided by
intermodal transportation plays an important role providing services as per the expectation of
customers.
Mustafa Alp Ertem (2017)Study was conducted to investigate the usage of intermodal
transportation (freight) in the times of natural or man made disasters. It was found that slower
modes of transport were not used. Road transport was most preferred transport regardless of
disasters types. Intermodal transportation can be a solution when transportation resources are scare
post disaster.
Conclusion
With an increasing demand of timely pickup and delivery of items by individuals as well as by
agencies, new courier companies are being established which brings in fierce competition to
sustain in the market. New players propose new services to the prospect customers and try to
capture the market. At the same time already established players have to continuously try and
maintain the quality standards and introduce innovative services to retain the existing customers
and attain new as well.
With review of literature it has been observed that courier companies are revamping
themselves in order to compete in below mentioned features as per the expectation and demand of
customers:
 Efficient delivery and pick-up of items
 Word of Mouth, increasing number of fleet and speed of vehicle. Speed of vehicle
minimises the transit time of pick up and delivery.
 Paperless online billing and credit payment facility of the company.
 Development in the field of Technical, web and internet services.
 Good packaging, good condition, price, and pickup and delivery timings have significant
effect on customer satisfaction. Companies are concentrating primarily these features.

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 RECENT DEVELOPMENTS IN COURIER SERVICES: A REVIEW

 To maintain customer loyalty and faith, many companies are starting Cash on Delivery
service.
 Regular monitoring of pricing policy of the company based on the competition and
customers’ expectation.
 Introduction of Intermodal and multimodal transportation is also an effort to maximise
customer satisfaction by reducing the pickup and delivery transit time.
 Use of new technology for enhancing service quality is one of the major steps being taken
by courier companies. For example Radio Frequency Identification (RFID) system in
courier service to track and monitor the delivery packages, generating invoices for
international shipments, organizing delivery schedules etc.
 Easy booking for pick from the website ,click and collect service, periodical updates about
the status of package ,digital address system and its data base, global ranking of courier
company on its website, are othertechnological advancements being adopted by
companies.
 One of the surprising reason indirectly related to customer satisfaction was job satisfaction
of couriers/other administrative staff of courier companies. They are taking care of
workload and safety concerns of courierWork conditions, work environment, training
and development have good impact on couriers’ job satisfaction and faith on
the company. Human resource policies are being redesigned accordingly.
 Opening new branches by UAE’s Emirates Post is an example of growing demand of
courier and cargo services.

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 RECENT DEVELOPMENTS IN COURIER SERVICES: A REVIEW

Fig.1: Factors responsible for growth of Courier service

Acknowledgment:

I thank Integral University for giving me an opportunity to pursue Ph.D program and for providing
MCN: IU/R&D/2023-MCN0001873.

Declaration of Conflict of Interest

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Vol. 5 No. 2 (2023)
 RECENT DEVELOPMENTS IN COURIER SERVICES: A REVIEW

This is to certify that this research paper has been written purely for academic purpose in Ph.D
program and hence it is confirmed that there is NO CONFLICT OF INTEREST (financial or non
financial) with other party.

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