Evaluating The Efficiency of Indian Post Offices: A Service Quality Perspective

This research evaluates the efficiency of Indian post offices using the SERVQUAL model, which measures service quality across five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. By analyzing these dimensions, the study identifies areas of strength and improvement within Indian postal services. Tangibility examines physical facilities and equipment. Reliability assesses service dependability and accuracy. Responsiveness measures the willingness of postal staff to help customers promptly. Assurance focuses on employee knowledge and courtesy, while empathy evaluates personalized customer care. A mixed-methods approach was employed, combining quantitative surveys and qualitative interviews to gather data from diverse customer segments in urban and rural areas. Quantitative data were collected via structured questionnaires, while qualitative insights were obtained through in-depth interviews with customers and postal employees. The findings reveal strengths in assurance and responsiveness, but challenges in tangibility and reliability, especially in rural areas. Digitalization initiatives have improved service efficiency, yet gaps in digital literacy and infrastructure persist. The study provides actionable recommendations for enhancing service quality in Indian post offices. These include modernizing facilities, improving reliability, enhancing responsiveness through staff training, ensuring robust digital infrastructure, and fostering a customer-focused service culture. The results aim to assist policymakers and postal administrators in improving service delivery and customer satisfaction.