Education Effect on Customers Perception Towards Service Quality of Post Office

Abstract

Department of Posts has touched the lives of every citizen, he it through mail, banking, life insurance, money transfer or retail services. Post offices have become undoubtedly one of the trusted partners o f the customers for variety o f services and a reliable vehicle for fulfillment o f Governments social welfare obligations. More recently, the Postal Department has undertaken social benefit payments, such as MGNREGA (Mahatma Gandhi National Rural Employment Guarantee Act) and social security pension schemes. In order to meet the new developments and challenges, the services provided by the Department o f Posts are being both upgraded, as well as, diversified and new services are being introduced. The present study is an attempt to know education effect on customers ’perception towards service quality o f post office sen’ices. The study revealed education wise significant difference in customers ’ perception towards tangible and operation safety dimensions of service quality of post offices. Whereas the study revealed that with advancement in age respondents have given more importance to Reliability, Responsiveness, Empathy, Comfort, Facility conditions and Ease o f using post office service dimensions of post office service quality.