Antecedents of Customer Satisfaction in Postal Financial Services: An Investigation in India Post

Abstract

The primary intention of the study is to analyse the relationship between the important antecedents of customer satisfaction such as image, expectations, financial service quality, customer interaction quality and perceived value, with customer satisfaction. Therefore, the present study helps better understand the relationship between these variables and how they affect customer satisfaction in the context of the postal sector in India. By employing a well-structured questionnaire to collect data from 201 customers of India Post financial services, an integrated model was designed and evaluated. The results obtained through PLS-SEM explain the relationship between customer satisfaction with financial services in India Post and its antecedents. The results have relevant implications for India Post to better understand the customer’s needs for postal financial services.