Essay: Customer perceptions of services provided by post offices

Summary of Findings and Conclusions
Summary of Findings and Conclusion
Summary of findings and conclusion of present study have been presented on following lines:
4.1.1 Research Methodology
4.1.1.1 Objectives of Research
1. To examine the Customer perceptions of services provided by post offices of Udaipur district in Rajasthan.
2. To identify the factor affecting customer satisfaction in post office in economic reforms period.
3. Problem faced by the customers while getting services from the post office.
4. To changing dimension of services of post office.
5. To study impact of IT in services of post office.
6. To study the level of competition in post office in post liberalization era.
Scope of Study
Target Population for this study has been selected from rural areas and urban area of Udaipur district Rajasthan. The main focus of the present study is the customer satisfaction in post office services in Udaipur district hence residents of these areas of these districts have been considered as the target population.
Data collection:
Combination of Primary and Secondary methods of data collection has been used to arrive on a conclusion. Primary data have been collected with the help of structured questionnaire and scheduled interviews and non disguised close ended questionnaire. Initially questionnaire was drafted on the basis of past references used by prominent scholars in that field.
Sampling
In order to achieve objective of the present research an empirical study was designed. A large sample on convenient basis of user of post-office services of Udaipur city was selected. A questionnaire was circulated among the respondents and total 177 valid responses were collected. Responses were based on Likert scale. Questionnaire was divided into 6 sections.
Data Analysis
For analysis of demographic data percentage was calculate of each section and for test another sections percentage and Z test was applied. Average response scores along with standard deviation for all questions were first calculated. For testing hypotheses percentage and Z-test was applied.
Main Findings of the Study
Demographic Profile of Respondents
Demographic profile also divided into 10 parts. This was explained in blow:-
1. Type of area where respond live. 28.81% rural area respondent, 16.95 % semi-urban area respondents and 54.24% respondent has related with urban area. (Refer Table No. 5.1)
2. Place of post, it has divided into two parts 23.73% post office established in rural area and 73.27% post office established in urban areas. (Refer Table No. 5.1)
3. Gender of respondents. 52.54% respondents has male and 47.46% respondents has female. (Refer Table No. 5.1)
4. Occupation of respondents. It has further divided into five parts. 40.68% respondents have students, 30.51% respondents has private employee, 6.78% respondents has government employee, 8.47% respondents has businessmen and 13.56% respondents has other occupation. (Refer Table No. 5.1)
5. Age group of respondents. It is further divided into 4 groups. 49.15% respondents are 15 to 25 years age group, 38.98% respondents are 26 to 98 years age group. 10.17% respondents are 51 to 75 years age group and 1.69% respondents are more than 75 years age group. (Refer Table No. 5.1)
6. Income level of respondents. It is further divided into 4 parts. 30.51% respondents have below 5000/- per month income, 27.12% respondents have 5001/- to 10000/- per month income, 15.25% respondents have 10001/- to 20000/- per month income and 27.12% respondents have more than 20000/- per month income. (Refer Table No. 5.1)
7. Literacy level of respondents. It is further divided into 5 parts. 6.78% respondents are secondary pass, 18.64% respondents are senior secondary pass, 22.03% respondents graduate, 47.46% respondents are post-graduate and 5.08% respondents are illiterate. (Refer Table No. 5.1)
8. Service renderer by respondents from post office. 84.08% respondents use postal services, 5.08 respondents use postal banking services, 4.26% respondents use postal insurance services, 4.26% respondents use both (postal services and postal banking services), 1.69% respondents use postal services and postal insurance services and 3.69% use other services. (Refer Table No. 5.1)
9. Information source of respondents how they get information about post office services. 77.97% respondents have source of information are friends and relatives, 13.56% respondents have source of information are electronic media, 5.08% respondents have source of information are print media and 2.39% respondents have source of information are other sources. (Refer Table No. 5.1)
10. Respondent’s time spends to use services into post office. 38.98% respondents spend 0 to 10 minutes into post office, 35.59% respondents spends 10 to 20 -minutes into post office, 13.56% respondents spends 20 to 30 minutes into post office and 11.86% respondents spends more than 30 minutes into post office. (Refer Table No. 5.1)
Overall opinion of respondents
Section B
Section B describes services provided by post offices and respondents knowledge about post offices services. Findings have presenting in following points:-
1. Respondents knowledge about “Post Office Saving Account” 61.02% respondents Know Complete 16.95% respondents Know partially, 4.52% respondents have Confused Knowledge, 4.52% respondents Only Heard About it, and 12.99% respondents Don\’t Know about post office saving account. (Refer Figure No 5.12)
2. Respondents knowledge about “Post Office Recurring Deposit Scheme” 59.32% respondents Know Complete 22.03% respondents Know partially, 5.08% respondents have Confused Knowledge, 0.00% respondents Only Heard About it, and 13.56% respondents Don\’t Know about post office recurring deposit scheme. (Refer Figure No 5.13)
3. Respondents knowledge about “Post Office Time Deposit Scheme” 45.76% respondents Know Complete 28.81% respondents Know partially, 6.78% respondents have Confused Knowledge, 10.17% respondents Only Heard About it, and 8.47% respondents Don\’t Know about post office time deposit sachem. (Refer Figure No 5.14)
4. Respondents knowledge about “Post Office Public Provident Fund Sachem” 30.51% respondents Know Complete 32.20% respondents Know partially, 8.47% respondents have Confused Knowledge, 8.47% respondents Only Heard About it, and 20.34% respondents Don\’t Know about post office provident fund scheme. (Refer Figure No 5.15)
5. Respondents knowledge about “Post Office Monthly Income Schemes” 35.59% respondents know complete 30.51% respondents know partially, 1.69% respondents have confused knowledge, 13.56% respondents only heard about it, and 18.64% respondents don\’t know about post office monthly income schemes. (Refer Figure No 5.16)
6. Respondents knowledge about “Post Office National Saving Certificate Schemes” 23.73% respondents know complete, 27.12% respondents know partially, 8.47% respondents have confused knowledge, 8.47% respondents only heard about it, and 32.20% respondents don\’t know about post office national saving certificate scheme. (Refer Figure No 5.17)
7. Respondents knowledge about “Post Office Senior Citizen Schemes” 20.34% respondents know complete, 27.12% respondents know partially, 10.17% respondents have confused knowledge, 20.34% respondents only heard about it, and 22.03% respondents don\’t know about post office senior citizen scheme. (Refer Figure No 5.18)
8. Respondents knowledge about “Post Office Postal Life Insurance Schemes” 27.12% respondents know complete, 22.03% respondents know partially, 8.47% respondents have confused knowledge, 15.25% respondents only heard about it, and 27.12% respondents don\’t know about post office postal life insurance scheme. (Refer Figure No 5.19)
9. Respondents knowledge about “Post Office Rural Postal Life Insurance Schemes” 28.81% respondents know complete, 20.34% respondents know partially, 8.47% respondents have confused knowledge, 11.86% respondents only heard about it, and 30.51% respondents don\’t know about post office rural postal life insurance scheme. (Refer Figure No 5.20)
10. Respondents knowledge about “Post Office Passport Service” 23.73% respondents know complete, 18.64% respondents know partially, 6.78% respondents have confused knowledge, 20.34% respondents only heard about it, and 30.51% respondents don\’t know about post office passport service. (Refer Figure No 5.21)
11. Respondents knowledge about “Post Office Retail Post Service” 18.64% respondents know complete, 18.64% respondents know partially, 15.25% respondents have confused knowledge, 10.17% respondents only heard about it, and 37.29% respondents don\’t know about post office retail post service. (Refer Figure No 5.22)
12. Respondents knowledge about “Post Office Sale of Forms Service” 16.95% respondents know complete, 22.03% respondents know partially, 8.47% respondents have confused knowledge, 11.86% respondents only heard about it, and 40.68% respondents don\’t know about post office sale of forms service. (Refer Figure No 5.23)
13. Respondents knowledge about “Post Office Bill Collection Service” 33.90% respondents know complete, 23.73% respondents know partially, 6.78% respondents have confused knowledge, 8.47% respondents only heard about it, and 27.12% respondents don\’t know about post office bill collection service. (Refer Figure No 5.24)
14. Respondents knowledge about “Post Office Prasadam Scheme” 6.78% respondents know complete, 13.56% respondents know partially, 10.17% respondents have confused knowledge, 11.86% respondents only heard about it, and 57.63% respondents don\’t know about post office prasadam scheme. (Refer Figure No 5.25)
15. Respondents knowledge about “Post Office Sale of various products (i.e. Rakhi Envelope) Service” 49.15% respondents know complete, 15.25% respondents know partially, 10.17% respondents have confused knowledge, 3.39% respondents only heard about it, and 22.03% respondents don\’t know about post office sale of various products (i.e. rakhi envelope) service. (Refer Figure No 5.26)
16. Respondents knowledge about “Post Office E-bill post Service” 38.98% respondents know complete, 25.42% respondents know partially, 6.78% respondents have confused knowledge, 6.21% respondents only heard about it, and 22.60% respondents don\’t know about post office e-bill post service. (Refer Figure No 5.27)
17. Respondents knowledge about “Post Office Bill mail service” 30.51% respondents know complete, 23.73% respondents know partially, 5.08% respondents have confused knowledge, 11.86% respondents only heard about it, and 28.81% respondents don\’t know about post office bill mail service. (Refer Figure No 5.28)
18. Respondents knowledge about “Post Office Media post service” 20.34% respondents know complete, 18.64% respondents know partially, 8.47% respondents have confused knowledge, 16.95% respondents only heard about it, and 35.59% respondents don\’t know about post office media post service. (Refer Figure No 5.29)
19. Respondents knowledge about “Post Office Logistics post service” 18.64% respondents know complete, 20.34% respondents know partially, 8.47% respondents have confused knowledge, 15.25% respondents only heard about it, and 37.29% respondents don\’t know about post office logistics post service. (Refer Figure No 5.30)
20. Respondents knowledge about “Post Office Greeting Post service” 47.46% respondents know complete, 28.81% respondents know partially, 6.78% respondents have confused knowledge, 5.08% respondents only heard about it, and 11.86% respondents don\’t know about post office Greeting post service. (Refer Figure No 5.31)
21. Respondents knowledge about “Post Office E-post Service” 44.07% respondents know complete, 22.03% respondents know partially, 10.17% respondents have confused knowledge, 5.08% respondents only heard about it, and 18.64% respondents don\’t know about post office e-post service. (Refer Figure No 5.32)
22. Respondents knowledge about “Post Office Post Card Service” 61.02% respondents know complete, 15.25% respondents know partially, 3.39% respondents have confused knowledge, 6.78% respondents only heard about it, and 13.56% respondents don\’t know about post office post card service. (Refer Figure No 5.33)
23. Respondents knowledge about “Post Office Inland Letter Card Service” 28.81% respondents know complete, 13.56% respondents know partially, 15.25% respondents have confused knowledge, 8.47% respondents only heard about it, and 33.90% respondents don\’t know about post office inland letter card service. (Refer Figure No 5.34)
24. Respondents knowledge about “Post Office Book Post Service” 45.76% respondents know complete, 16.95% respondents know partially, 6.78% respondents have confused knowledge, 8.47% respondents only heard about it, and 22.03% respondents don\’t know about post office book post service. (Refer Figure No 5.35)
25. Respondents knowledge about “Post Office Letter Service” 54.24% respondents know complete, 18.64% respondents know partially, 10.17% respondents have confused knowledge, 3.39% respondents only heard about it, and 13.56% respondents don\’t know about post office letter service. (Refer Figure No 5.36)
26. Respondents knowledge about “Post Office Registered Letter Service” 40.68% respondents know complete, 25.42% respondents know partially, 5.08% respondents have confused knowledge, 5.08% respondents only heard about it, and 23.73% respondents don\’t know about post office registered letter service. (Refer Figure No 5.37)
27. Respondents knowledge about “Post Office Business Reply Services” 16.95% respondents know complete, 18.64% respondents know partially, 5.08% respondents have confused knowledge, 18.64% respondents only heard about it, and 40.68% respondents don\’t know about post office business reply service. (Refer Figure No 5.38)
28. Respondents knowledge about “Post Office Value Payable Articles Services” 10.17% respondents know complete, 16.95% respondents know partially, 6.78% respondents have confused knowledge, 13.56% respondents only heard about it, and 52.54% respondents don\’t know about post office value payable articles service. (Refer Figure No 5.39)
29. Respondents knowledge about “Post Office Sale of Non-life Insurance Products” 8.47% respondents know complete, 10.17% respondents know partially, 13.56% respondents have confused knowledge, 13.56% respondents only heard about it, and 54.24% respondents don\’t know about post office sale of non-life insurance products. (Refer Figure No 5.40)
30. Respondents knowledge about “Post Office Direct Post Service” 27.12% respondents know complete, 13.56% respondents know partially, 8.47% respondents have confused knowledge, 13.56% respondents only heard about it, and 37.29% respondents don\’t know about post office direct post service. (Refer Figure No 5.41)
31. Respondents knowledge about “Post Office City Post Service” 28.81% respondents know complete, 13.56% respondents know partially, 8.47% respondents have confused knowledge, 10.17% respondents only heard about it, and 38.98% respondents don\’t know about post office city post service. (Refer Figure No 5.42)
32. Respondents knowledge about “Post Office Express Parcel Service” 47.46% respondents know complete, 16.95% respondents know partially, 6.78% respondents have confused knowledge, 10.17% respondents only heard about it, and 18.64% respondents don\’t know about post office express parcel service. (Refer Figure No 5.43)
33. Respondents knowledge about “Post Office International Parcel Service” 40.68% respondents know complete, 15.25% respondents know partially, 6.78% respondents have confused knowledge, 13.56% respondents only heard about it, and 23.73% respondents don\’t know about post office international parcel service. (Refer Figure No 5.44)
34. Respondents knowledge about “Post Office Mutual fund Service” 33.90% respondents know complete, 22.03% respondents know partially, 10.17% respondents have confused knowledge, 16.95% respondents only heard about it, and 16.95% respondents don\’t know about post office international parcel service. (Refer Figure No 5.45)
35. Respondents knowledge about “Post Office Kisan Vikas Patra Scheame” 37.29% respondents know complete, 22.03% respondents know partially, 10.17% respondents have confused knowledge, 13.56% respondents only heard about it, and 16.95% respondents don\’t know about post office kisan vikas patra scheame. (Refer Figure No 5.46)
36. Respondents knowledge about “Post Office Money Transfer (Domestic) Service” 40.68% respondents know complete, 28.81% respondents know partially, 13.56% respondents have confused knowledge, 8.47% respondents only heard about it, and 8.47% respondents don\’t know about post office money transfer (domestic) service. (Refer Figure No 5.47)
37. Respondents knowledge about “Post Office Money Transfer (international) Service” 37.29% respondents know complete, 15.25% respondents know partially, 18.64% respondents have confused knowledge, 5.08% respondents only heard about it, and 23.73% respondents don\’t know about post office money transfer (international) service. (Refer Figure No 5.48)
Section C
Section C describes services Used by post offices Customers
Section C describes services used by respondents’ which was provided by Indian post offices. Findings have presenting in following points:-
1. Use of post office saving account 49.15% respondents always use, 10.17% respondents use frequently, 8.47% respondents use occasionally, 6.78% respondents use rarely, and 25.42% respondents don\’t use post office saving account. (Refer Figure No 5.49)
2. Use of post office recurring deposit scheme 42.67% respondents always use, 27.12% respondents use frequently, 6.78% respondents use occasionally, 0.00% respondents use rarely, and 23.73% respondents don\’t use post office recurring deposit scheme. (Refer Figure No 5.50)
3. Use of “Post Office Time Deposit Scheme” 16.95% respondents always use, 22.03% respondents use frequently, 8.47% respondents use occasionally, 13.56% respondents use rarely, and 38.98% respondents don\’t use post office time deposit scheme. (Refer Figure No 5.51)
4. Use of post office public provident fund scheme 20.34% respondents always use, 13.56% respondents use frequently, 8.47% respondents use occasionally, 3.39% respondents use rarely, and 54.24% respondents don\’t use post office public provident fund scheme. (Refer Figure No 5.52)
5. Use of post office monthly income schemes 15.25% respondents always use, 16.95% respondents use frequently, 10.17% respondents use occasionally, 8.47% respondents use rarely, and 49.15% respondents don\’t use post office monthly income scheme. (Refer Figure No 5.53)
6. Use of post office national saving certificate schemes 13.56% respondents always use, 22.03% respondents use frequently, 6.78% respondents use occasionally, 3.39% respondents use rarely, and 54.24% respondents don\’t use post office national saving certificate scheme. (Refer Figure No 5.54)
7. Use of post office senior citizen schemes 13.56% respondents always use, 18.64% respondents use frequently, 11.86% respondents use occasionally, 1.69% respondent’s use rarely, and 54.24% respondents don\’t use post office Senior citizen scheme. (Refer Figure No 5.55)
8. Use of post office postal life insurance schemes 11.86% respondents always use, 10.17% respondents use frequently, 13.56% respondents use occasionally, 1.69% respondents use rarely, and 62.71% respondents don\’t use post office postal life insurance scheme. (Refer Figure No 5.56)
9. Use of post office rural postal life insurance schemes 8.47% respondents always use, 10.17% respondents use frequently, 6.78% respondents use occasionally, 6.78% respondents use rarely, and 67.80% respondents don\’t use post office rural postal life insurance scheme. (Refer Figure No 5.57)
10. Use of post office passport service 13.56% respondents always use, 10.17% respondents use frequently, 3.39% respondents use occasionally, 10.17% respondents use rarely, and 62.71% respondents don\’t use post office Passport service. (Refer Figure No 5.58)
11. Use of post office retail post service 6.78% respondents always use, 6.78% respondents use frequently, 8.47% respondents use occasionally, 8.47% respondents use rarely, and 69.49% respondents don\’t use post office retail post service. (Refer Figure No 5.59)
12. Use of post office sale of forms service 5.08% respondents always use, 10.17% respondents use frequently, 16.95% respondents use occasionally, 3.39% respondents use rarely, and 64.41% respondents don\’t use post office sale of forms service. (Refer Figure No 5.60)
13. Use of post office bill collection service 11.86% respondents always use, 11.86% respondents use frequently, 10.17% respondents use occasionally, 8.47% respondents use rarely, and 57.63% respondents don\’t use post office bill collection service. (Refer Figure No 5.61)
14. Use of post office “Prasadam” service”3.39% respondents always use, 16.95% respondents use frequently, 5.08% respondents use occasionally, 5.08% respondents use rarely, and 69.49% respondents don\’t use post office “Prasadam” service. (Refer Figure No 5.62)
15. Use of post office sale of various products (i.e. rakhi envelope) 20.34% respondents always use, 13.56% respondents use frequently, 23.73% respondents use occasionally, 10.17% respondents use rarely, and 32.20% respondents don\’t use post office Sale of various products (i.e. Rakhi Envelope). (Refer Figure No 5.63)
16. Use of post office e-bill post service 30.51% respondents always use, 11.86% respondents use frequently, 6.78% respondents use occasionally, 5.08% respondents use rarely, and 45.76% respondents don\’t use post office e-bill post service. (Refer Figure No 5.64)
17. Use of “Post Office Bill Mail Service” 25.42% respondents always use, 11.86% respondents use frequently, 1.69% respondents use occasionally, 6.78% respondents use rarely, and 54.24% respondents don\’t use post office bill mail service. (Refer Figure No 5.65)
18. Use of post office media post service 16.95% respondents always use, 15.25% respondents use frequently, 6.78% respondents use occasionally, 5.08% respondents use rarely, and 55.93% respondents don\’t use post office media post service. (Refer Figure No 5.66)
19. Use of post office logistics post service 11.86%respondents always use, 10.17% respondents use frequently, 8.47% respondents use occasionally, 11.86% respondents use rarely, and 57.63% respondents don\’t use post office logistics post service. (Refer Figure No 5.67)
20. Use of post office greeting post service 25.42% respondents always use, 10.17% respondents use frequently, 33.90% respondents use occasionally, 5.08% respondents use rarely, and 25.42% respondents don\’t use post office greeting post service. (Refer Figure No 5.68)
21. Use of post office e-post service 23.73% respondents always use, 10.17% respondents use frequently, 13.56% respondents use occasionally, 8.47% respondents use rarely, and 44.07% respondents don\’t use post office E-post service. (Refer Figure No 5.69)
22. Use of “Post Office Post Card Service” 40.68% respondents always use, 23.73% respondents use frequently, 20.34% respondents use occasionally, 5.08% respondents use rarely, and 10.17% respondents don\’t use post office post card service. (Refer Figure No 5.70)
23. Use of post office inland letter card service 20.34% respondents always use, 9.04% respondents use frequently, 20.34% respondents use occasionally, 1.69% respondents use rarely, and 48.59% respondents don\’t use post office inland letter card service. (Refer Figure No 5.71)
24. Use of post office book post service 32.20% respondents always use, 8.47% respondents use frequently, 13.56% respondents use occasionally, 6.78% respondents use rarely, and 38.98% respondents don\’t use post office book post service. (Refer Figure No 5.72)
25. Use of post office letter service 33.90% respondents always use, 22.03% respondents use frequently, 16.95% respondents use occasionally, 5.08% respondents use rarely, and 22.03% respondents don\’t use post office letter service. (Refer Figure No 5.73)
26. Use of post office registered letter service 22.03% respondents always use, 20.34% respondents use frequently, 10.17% respondents use occasionally, 8.47% respondents use rarely, and 38.98% respondents don\’t use post office registered letter service. (Refer Figure No 5.74)
27. Use of post office business reply services 13.56% respondents always use, 8.47% respondents use frequently, 10.17% respondents use occasionally, 8.47% respondents use rarely, and 59.32% respondents don\’t use post office business reply service. (Refer Figure No 5.75)
28. Uuse of post office value payable articles services 15.25% respondents always use, 11.86% respondents use frequently, 8.47% respondents use occasionally, 5.08% respondents use rarely, and 59.32% respondents don\’t use post office value payable articles service. (Refer Figure No 5.76)
29. Use of post office sale of non-life insurance products services 15.25% respondents always use, 1.69% respondents use frequently, 13.56% respondents use occasionally, 5.08% respondents use rarely, and 64.41% respondents don\’t use post office sale of non-life insurance products service. (Refer Figure No 5.77)
30. Use of post office direct post services 32.20% respondents always use, 10.17% respondents use frequently, 3.39% respondents use occasionally, 5.08% respondents use rarely, and 49.15% respondents don\’t use post office direct post service. (Refer Figure No 5.78)
31. Use of post office city post services 25.42% respondents always use, 10.17% respondents use frequently, 8.47% respondents use occasionally, 6.78% respondents use rarely, and 49.15% respondents don\’t use post office city post service. (Refer Figure No 5.79)
32. Use of post office express parcel service’s 28.81% respondents always use, 20.34% respondents use frequently, 20.34% respondents use occasionally, 8.47% respondents use rarely, and 22.03% respondents don\’t use post office express parcel service. (Refer Figure No 5.80)
33. Use of post office international parcel service’s 20.34% respondents always use, 10.17% respondents use frequently, 10.17% respondents use occasionally, 6.78% respondents use rarely, and 52.54% respondents don\’t use post office international parcel service. (Refer Figure No 5.81)
34. Use of “Post Office Mutual Fund Services” 20.90% respondents always use, 11.86% respondents use frequently, 18.64% respondents use occasionally, 3.39% respondents use rarely, and 45.20% respondents don\’t use post office Mutual fund service. (Refer Figure No 5.82)
35. Use of post office “Kisan Vikas Patra” scheme 13.56% respondents always use, 13.56% respondents use frequently, 13.56% respondents use occasionally, 15.25% respondents use rarely, and 44.07% respondents don\’t use post office kisan vikas patra scheme. (Refer Figure No 5.83)
36. Use of “Post Office Money Transfer (Domestic) Services” 25.42% respondents always use, 16.95% respondents use frequently, 13.56% respondents use occasionally, 6.78% respondents use rarely, and 37.29% respondents don\’t use post office money transfer (domestic) service. (Refer Figure No 5.84)
37. Use of post office money transfer (international) services 18.64% respondents always use, 5.08% respondents use frequently, 10.17% respondents use occasionally, 1.69% respondent’s use rarely, and 64.41% respondents don\’t use post office money transfer (international) service. (Refer Figure No 5.85)
Section D
Section D Describes reasons of Services Availed by Post Offices Customers
Section D describes overall opinion of respondents regarding the reasons of avail services provided by Indian post office. For test significant difference between overall opinions of respondents Z-test was applied at 5% level of significant. In these section 20 out of 20 statements has been found significantly different from equally divided opinion. The coefficients of variation for all the average opinions are falling in the range of 38.18% to 53.07%.
In this section it was found that agreements of respondents. Statement national/international network, track & trace facility, wide scope special incentives for bulk customers, low domestic tariff, lowest international tariff, reasonable cost, reliability guaranteed, flexibility, easy availability, trust worthy, faster delivery, assured delivery, customer friendly, adequate staff, interaction quality of the staff, short delivery period, timely delivered to mail/parcel, delivery mail in good condition and easy to access services are the reasons of avail service provide by the Indian post office. (Refer Table 5.2)
Section E Describes Satisfaction Level of Post Offices Customers
Section E describes overall opinion of respondents regarding satisfaction level of Indian post office. For test significant difference between overall opinions of respondents Z-test was applied at 5% level of significant. In this section 35 out of 37 statements were found significantly different from equally divided opinion. The coefficients of variation for all the average opinions are falling in the range of 23.64% to 52.40%.
In this section it was found that Post office saving account, recurring deposit, sale of various product & services, post office saving account, recurring deposit, sale of various products (rakhi envelope), e-bill post, greeting post, e-post, post card, inland letter card, book post, letter, registered letter, city post, express parcel post, international parcel, mutual fund and money transfer (domestic), Time deposit, public provident fund, monthly income schemes, national saving certificate, senior citizen schemes, postal life insurance, retail post, sale of forms, bill collection, prasadam scheme, bill mail service, media post, logistics post, business reply services, value payable articles, direct post, kisan vikas patra and money transfer (international) respondents satisfied with this services. (Refer Table 5.3).
Section F
Section F Describes Reasons of Dissatisfaction of Post Office Customers
Section F describes overall opinion of respondents regarding reasons of dissatisfaction of Indian post office. For test significant difference between overall opinions of respondents Z-test was applied at 5% level of significant. In this section 15 out of 15 statements found significantly different from equally divided opinion. The coefficients of variation for all the average opinions are falling in the range of 34.91% to 55.40%.
In this section it was found that Statement high cost of mail, losing post, lazy employee, employee mis-behavior, private sector provide more facilities, long distance to post-office, long delivery period, mail/parcel delivery in bad condition, high cost of post boxes, employees fail to execute their jobs, lack of efficiency, lack of customer complained salutation, slow service, absence of an operational post-office within their vicinity and bad experience are the reasons of dissatisfaction of respondents. (Refer Table 5.4).
Section G Analysis of Satisfaction Level of Rural Customers and Urban Customers
Section G describes rural and urban respondent’s opinion regarding satisfaction level of Indian post office. For test significant difference between gender wise opinions of respondents Z-test was applied at 5% level of significant. In this section 11 out of 37 statements found to be significantly different from equally divided opinion.
In this section it was found that in Post office saving account, recurring deposit, time deposit, public provident fund, monthly income schemes, national saving certificate senior citizen schemes, passport service, retail post, sale of forms, bill collection, prasadam scheme, media post, logistics post, greeting post, e-post, post card, inland letter card, letter, business reply services, value payable articles, direct post, city post, express parcel post, international parcel , mutual fund, kisan vikas patra and money transfer (international) no significant difference between rural and urban respondents opinion. Further in Postal life insurance, rural postal life insurance, sale of various products (rakhi envelope), e-bill post, bill mail service, book post, registered letter, sale of non-life insurance products and money transfer (domestic) found significant difference between rural and urban respondents opinion.
It was found that there is significant difference between rural and urban respondents opinion regarding satisfaction in Indian postal services. Urban customers are more satisfied than rural customers. (Refer Table 5.5)
Section H Describes Analysis of Reasons of Availing Post-Office Services
Section H describes rural and urban respondent’s opinion regarding reason of avail services of Indian post office. For test significant difference between rural and urban area wise opinions of respondents Z-test was applied at 5% level of significant. In these section 11 out of 20 statements was found significantly different from equally divided opinion.
In this section it was found that in Track & trace facility, low domestic tariff, lowest international tariff, reliability guaranteed, faster delivery, assured delivery, adequate staff interaction quality of the staff, timely delivered to mail/parcel, delivery mail in good condition and easy to access services found significant difference between rural and urban respondents opinion. Further it was also found that National / international network, Wide scope, Special incentives for bulk customers, Reasonable cost, Flexibility, Easy Availability, Trust Worthy, Customer friendly and Short Delivery Period found no significant difference between rural and urban respondents opinion.
It was found that there is significant difference between rural and urban respondents opinion regarding reason of avail services of Indian post office. (Refer Table 5.6).
Rural Respondents Preference of Reasons of Availing Services Provided by Indian Post Service
Track & trace facility, Easy to access services, Assured delivery, Reliability guaranteed, Faster delivery, Timely Delivered to mail parcel, Delivery mail in good condition, Lowest international tariff, Low domestic tariff, Interaction quality of the staff and Adequate staff was arranged in first preference to last preference. Only significant statements presented no significant statements ignored. (Refer Table 5.7).
Urban Respondents Opinion Preference of Reasons of Avail Services Provided by Indian Post Service
Track & trace facility, Faster delivery, Reliability guaranteed, Easy to access services, Delivery mail in good condition, Assured delivery, Adequate staff, Timely Delivered to mail/parcel, Low domestic tariff, Interaction quality of the staff and Lowest international tariff was arranged in first preference to last preference. Only significant statements presented no significant statements ignored. (Refer Table 5.8).
Section I Reasons of Dissatisfaction Level of Post-Office Customers
Reasons of Dissatisfaction Level of Post-Office Customers
Section I describes rural and urban respondent’s opinion on reason of dissatisfaction in Indian post office services. For test significant difference between area wise opinions of respondents Z-test was applied at 5% level of significant. In this section 5 statements out of 15 statements was found significantly different from equally divided opinion.
In this section it was found that High cost of mail, losing post, lazy employee, employee miss behavior and long distance to post-office significant difference between rural and urban respondents opinion. Further it was also found that Private sector provide more facilities, long delivery period, mail/parcel delivery in bad condition, high cost of post boxes, employees fail to execute their jobs, lack of efficiency, lack of customer complained salutation, slow service, absence of an operational post-office within their vicinity and bad experience no significant difference between rural and urban respondents opinion.
It was found that there is significant difference between rural and urban respondents opinion on reasons of dissatisfaction of Indian post office. (Refer Table 5.9).
Reasons of Dissatisfaction Level of Rural Post-Office Customers
It was also examined that rural respondent’s preference of reason of dissatisfaction of Indian post service. It was found that in Long distance to post-office, Lazy employee, losing post, High Cost of mail and Employee Mis-behavior significant difference. The preference was arranged in first preference to last preference. Only significant statements presented. (Refer Table 5.10).
Reasons of Dissatisfaction Level of Urban Post-Office Customers
It was also examined that rural respondent’s preference of reason of dissatisfaction of Indian post service. It was found that in High Cost of mail, Losing post, Lazy employee, Employee Mis-behavior and Long distance to post-office significant difference. The preference was arranged in first preference to last preference. Only significant statements presented. (Refer Table 5.11).
Section J Gender wise Opinion of Respondents Regarding Reasons of Availing Post-Office Services
Gender wise Opinion of Respondents Regarding Reasons of Availing Post-Office Services
Section J describes gender wise opinion of respondent’s regarding reason of avail services of Indian post office. For test significant difference between gender wise opinions of respondents Z-test was applied at 5% level of significant. In this section 5 reason out of 20 reason of avail of post of services found significantly different from equally divided opinion.
In this section it was found that in gender wise opinion of respondents regarding reason of avail of post office service it was found that opinion on Track & trace facility, Reasonable cost, Trust Worthy, Assured delivery and Easy to access services has significant different. It was also found that male has more like facility than female.
Further gender wise opinion of respondents regarding reason of avail of post office service it was found that opinion on National / international network, Wide scope, Special incentives for bulk customers, Low domestic tariff, Lowest international tariff, Reliability guaranteed, Flexibility, Easy Availability, Faster delivery, Assured delivery, Customer friendly, Adequate staff, Interaction quality of the staff, Short Delivery Period, Timely Delivered to mail/parcel and Delivery mail in good condition has no significant difference. (Refer Table 5.12).
Gender wise Opinion of Respondents Regarding Satisfaction of Post-Office Services
Further it was examined that gender wise opinion of respondent’s regarding satisfied with services of Indian post office. For test significant difference between gender wise opinions of respondents Z-test was applied at 5% level of significant. It was found that 15 products and services out of 37 product and services provide by post office found significantly different from equally divided opinion.
In this section it was found that in Post office saving account, Recurring deposit, Time deposit, Public provident fund, Rural postal life insurance, Passport service, Sale of various products (Rakhi Envelope), E-bill post, Media post, Business Reply Services, Value Payable Articles, Sale of non-life insurance Products and Mutual fund has significant difference between gender wise respondents opinion. Further it was also found that male has more satisfied as compared to female.
Further opinion of respondents regarding satisfaction with services provide by Indian post office. It was found that Monthly income schemes, National saving certificate, Senior citizen schemes, Postal life insurance, Retail post, Sale of forms, Bill collection, Prasadam scheme, Bill mail service, Logistics post, Greeting post, E-post, Post Card, Book post, Letter, Registered Letter, Direct post, City post, Express Parcel Post, International Parcel, Kisan vikas patra, Money Transfer (Domestic) and Money Transfer (international) has no significant difference between gender wise respondents opinion. (Refer Table 5.12).
Gender wise Opinion of Respondents Regarding Reasons of Dissatisfaction of Post-Office Services
It was also examined that gender wise opinion of respondent’s regarding dissatisfaction with services provide by Indian post office. For test significant difference between gender wise opinions of respondents Z-test was applied at 5% level of significant. It was found that 3 products and services out of 15 product and services provide by post office found significantly different from equally divided opinion.
In this section it was found that in High cost of post boxes, Lack of efficiency and Lack of customer complained salutation has significant difference between gender wise respondents opinion. Further it was also found that male has more dissatisfied as compared to female.
Further opinion of respondents regarding satisfaction with services provide by Indian post office. It was found that high cost of mail, losing post, lazy employee, employee misbehaviour, private sector provide more facilities, long distance to post-office, long delivery period, mail/parcel delivery in bad condition, employees fail to execute their jobs, slow service, absence of an operational post-office within their vicinity and bad experience has no significant difference between gender wise opinion. (Refer Table 5.13).
SUGGESTIONS
 Advantage of postal life insurance should be open for common people too.
 The infrastructure facilities of post office should be better and use of latest technology too.
 Post offices have to increase their interest rate for saving schemes by which people will show more interest towards it.
 Post office should provide technical training to their employees timely. So they can use their skills infront of customers.
 Government should look for other ways and means to spread information through advertisements & other agencies. And it should promote public awareness about benefits of post office services.
 Government should aware people of urban and rural area for post office saving schemes and its benefit.
 Staff strength should be increase in post office for urban and rural area & for rural area they should appoint some local employees who can easily connect with local people.
 Post office can implement some new schemes which can be in competitive with other private sector companies interest rate. And they should reduce their transaction cost.
 Customer grievance handling system should be fast so that customers can be satisfied.
 Post office should improve their old services according to latest services.
 Post office should introduce more investment schemes for rural area with better interest rate.
Limitation of Study
The present research has the certain limitations, which are as
1. The study was administered in Udaipur city only. The inclusion of customer from other cities may provide opportunities for better understanding of post office.
2. Comparison of post office and private courier services provider, new technology impact on post office, post office saving services and other financial institutions saving services has not analyzed, post office insurance services was not compared to other insurance companies, further education level and income level impact was not analyzed. If this factor analyzed it was provide better information about post office.
3. Researcher have a limited time and limited resources but every effort made by researcher to complete this research in fair views.