CUSTOMER SATISFACTION TOWARDS SELECT SERVICES OFFERED BY THE DEPARTMENT OF POST IN GOA: EMPIRICAL STUDY

Abstract

The Department of Post in India plays a crucial role in providing financial, mail, and insurance services, yet customer satisfaction remains a key factor in its continued relevance. This empirical study evaluates customer satisfaction regarding select services offered by the Department of Post in Goa. Using a pilot study of 50 respondents, the research examines demographic influences on service perceptions, assessing expectations versus experiences across four service dimensions—Mail Services, Corporate Services, Financial Services, and Insurance Services. Employing Cronbach’s alpha for reliability and Principal Component Analysis for dimension reduction, the study establishes strong internal consistency in measurement scales. Findings indicate a generally positive perception of services, with key satisfaction drivers including security, efficiency, and trustworthiness of postal employees. However, certain areas, such as insurance service expectations, exhibit relatively lower satisfaction levels. The study provides critical insights for policymakers and postal service administrators to enhance service delivery and customer engagement, ensuring the continued relevance of postal services in the digital era.