Service innovation of postal and courier services in Malaysia: Will it lead to customer responsiveness?

In Malaysia, the national postal services and private courier companies significantly contribute towards the national economy and also provide the employment opportunities. Postal and courier services in Malaysia have undergone a radical change due to the rapid evolution of Information Communication Technology (ICT).Nevertheless, the need to have efficient postal and courier services is undeniable because of the increase in e-commerce applications these days and the need for integrated supply chain.Unlike the manufacturing sector, the innovation models in the service are still inconsistent.This requires further investigation especially in the postal and courier services.The investment in service innovation is huge but the question remains.Will it lead to customer responsiveness? Hence, this study seeks to develop a model that link three main variables: service innovation, information communication technology (ICT) capability, and customer responsiveness.This link has been given little attention by prior research particularly in the postal and courier services sector.The proposed model is discussed in the paper.