• SANJEET WALIA
• DR. PARVEEN CHAUHAN

India was a closed economy till the phase of liberalization started in 1991 which allowed business access to individual owners and set up private companies. Postal was one such industry which was under the control of Government. Starting from the mid-1980’s to now in the 21st century – the customer now has more belief on a courier company than on India Post. A courier company has a critical role to play in the Supply Chain Management of any organization which is involved in distribution of products, raw material, semi-finished, finished goods across the globe or within India. Time, Speed, Transparency, Reliability is what the customer expects from a courier. This paper is an attempt to share the Innovation’s which have been taking place in the Courier Industry in India over the past 30 years and if the “innovation” acts as a differentiator for future. Primary survey through google webform questionnaire was used to have a customer perspective

"Indian courier industry and Innovation- its antecedents, understanding customer expectation and future expectations", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.9, Issue 2, page no.e388-e398, February-2022, Available :http://www.jetir.org/papers/JETIR2202450.pdf

"Indian courier industry and Innovation- its antecedents, understanding customer expectation and future expectations", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.9, Issue 2, page no. ppe388-e398, February-2022, Available at : http://www.jetir.org/papers/JETIR2202450.pdf