Customers Expectation in Logistics and Communication Industry-A Research Study in Andhra Pradesh, Karnataka and West Bengal

Service Organisations especially the government-owned public-utility departments are realizing the significance of customer-centric philosophies and are increasingly turning towards quality management approaches worldwide. The Post Office, irrespective of the country is seriously reorienting itself to the present day needs of the customer in the wake of cut-throat compethion. India Post, the Indian Postal Department is also not an exception to it. Unlike other government departments, the role of post office is unique and indispensible considering the geographic spread and diversity of the country and the diverse servicing roles. The customer profile of a postal set up in terms of age, occupation, needs is quite divergent. It is very true to say that Post Office serves all sections of society equally though it has a legacy system. This research based paper focus to understand the nature of customers who come to Indian Post Offices and their preferences from the basket of diverse product portfolio. It also attempts to study the awareness level and their past purchase experiences with the Post Offices. This study attempts to study the association'between the product awareness and the purchase intentions. Also analyses the mail profile and maps the broad parameters on which the satisfaction of postal service hinges. The findings indicate the brighter side of the post office in terms of its product patronage in some areas and many action points to focus on by the policy makers. The design methodology is simple in nature and makes use of statistical techniques like Chi-square test, Pearson Correlation analysis. Future studies on Post Office can be built up on this to discretely study the predictive expectations and the perceptions of customers to draw conclusions so as to augment the service delivery, both, across the point of service terminal and outdoor.