Influences of Indian postal service quality factors on customer satisfaction amidst Covid-19 pandemic: an empirical study

Sengazhani Murugesan Vadivel () and Kirubaharan Boobalan ()
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Sengazhani Murugesan Vadivel: VIT Business School
Kirubaharan Boobalan: SSN School of Management, Sri Sivasubramaniya Nadar College of Engineering

International Journal of System Assurance Engineering and Management, 2024, vol. 15, issue 2, No 14, 758-773

Abstract: Abstract This research intends to examine the Service Quality (SQ) factors in mail service operations conducted at NSH offices, Karnataka state, Southern India during the COVID-19 pandemic. Recently in the year 2020, India post has implemented lean service techniques in NSH (Speed Post) Mangalore in order to increase the delivery articles production, a part of initiation of service quality enhancement. Almost, they have increased 11.36% delivery of articles from 8620 to 9600 per day (Vadivel in Development and implementation of lean service tools and techniques in India post mail service—a case study, 2020). Measuring SQ performance in mail service operations is a major challenge in order to satisfy the customer. So, we have considered core service, human aspects of service delivery, systematization of service delivery, Tangibles of service and social responsibility factors from the suitable literature support. This study was proposed to examine the relationship between service qualities on postal customer satisfaction during COVID-19. The main objectives of the study are: (1) To analyse the India post service SQ on CS during COVID 19. (2) To study the relationship between SQ on CS in India post service during COVID-19. Data were collected from a sample of 296 respondents of the Indian postal customers. With the use of R programming, the findings are examined by structural equation modelling (SEM) analysis. The findings show that there is a significant impact of service quality factors on customer satisfaction during the COVID-19. Service quality factors such as, Human service delivery (Rank 1), Core service (Rank 2), and Social Response (Rank 3) having positive impact on customer satisfaction. The research results indicate that India post service has taking necessary steps to enhance the service quality factors in order to get good will from customers’ service which is exemplified in implications of this study.

Keywords: COVID-19; Customer satisfaction; Mailing operations; Service quality (search for similar items in EconPapers)
Date: 2024
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DOI: 10.1007/s13198-023-01949-6

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