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@article{198463,
        author = {Sanskruti Jawahar Nandgave and Prof. Pratiksha Meshram},
        title = {AN ANALYTICAL STUDY OF POST OFFICE SERVICES WITH REFERENCE TO CUSTOMER SATISFACTION AT POST OFFICE GONDIA},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {11},
        pages = {10352-10358},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=198463},
        abstract = {Postal system in India has been changing greatly where it used to be a simple mail delivery system; it has evolved to be a full-fledged provider of financial and communication services. This paper seeks to understand the satisfaction of customers with the post office services in Gondia district. The study concentrates on the essential areas of service, like savings plans, money transfer services and postal services as well as digital programs provided by India Post.
The study has taken a descriptive and analytical research design. The primary data consisted of 150 respondents who were interrogated using a structured questionnaire and the secondary data was retrieved using the government reports, journals and official publication. Percentage analysis and interpretation of data with the help of graphs were applied in order to compare customer perceptions and satisfaction rates.
The research outcomes show that the clients tend to trust the services provided by the post offices as affordable, reliable, and available, in semi-urban and rural settings. Although, there are some problems that decrease overall satisfaction: the inability to deliver the service in time, lack of digital awareness, poor infrastructure, and staff-associated concerns. The work emphasizes the importance of modernization, increased efficiency of the service and customer engagement strategies.
The study makes the conclusion that, even though the role of post offices in Gondia in financial inclusion and the service delivery to the population is still critical, a severe necessity of the technological progress and the customer-oriented crucial improvement is to be achieved to promote the satisfaction rates and ensure the ability to compete in the changing service environment..},
        keywords = {Post office services, Customer satisfaction, India post, financial inclusion, postal banking, service quality, digital services, ruralbanking, customer experience, Gondia District.},
        month = {April},
        }