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@article{191158,
        author = {Milan J. Pandya and Dr. Dilip B. Joshi},
        title = {Determinants Of Customer Satisfaction in Public Sector Financial Services: A Meta-Analysis with Reference to India Post},
        journal = {International Journal of Innovative Research in Technology},
        year = {},
        volume = {12},
        number = {no},
        pages = {1035-1038},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=191158},
        abstract = {The main objective of this research paper is to analyse the key factors affecting customer satisfaction in public sector financial services of the Government of India, with a special focus on small savings accounts, Post Office Savings Bank and other financial services provided by India Post. The study adopts a meta-analysis approach, making extensive use of India Post’s annual reports, published figures of the Reserve Bank of India (RBI) and secondary data available through the National Sample Survey Office/Ministry of Statistics and Programme Implementation (NSSO/MoSPI). The research analyses factors such as customer experience in public sector financial services, service quality, attractiveness of interest rates, adoption of digital financial services, service accessibility and trust in government-based institutions. The results of the study indicate that the level of customer satisfaction is significantly higher in public sector institutions like India Post, especially in rural areas, due to their large network, easy processes, secure investment options and increasing use of digital services. This research provides policy and practical suggestions for strengthening customer satisfaction in public sector financial services.},
        keywords = {Public Sector Financial Services, Customer Satisfaction, India Post, Post Office Savings Bank (POSB), India Post Payments Bank (IPPB), Service Quality, Financial Inclusion, Small Savings Schemes, Trust and Reliability, Digital Financial Services},
        month = {},
        }