Authors: Vimal V
Certificate: View Certificate
The Department of Posts, trading as India Post, is a government-operated postal system in India, which is a subsidiary of the Ministry of Communications. Generally called as "the Post Office" in India. For more than 150 Years the department of post has been the backbone of India’s communication network. After Independence the need for providing communication has doubled across the country. In 1947, there were only 23,344 post across the country out of which 19184 are situated in rural areas and 4160 are situated in the urban areas. But with the rapid rise with the population the demand for post offices has also increased. In light of the increase in pressure the government had taken many steps to the functioning the postal department as the reforms changed from land letters to speed post and these speed post has now a day’s become the speed post.
In the year of 1879 the post cards were introduced while the Indian postal order came in 1930. For faster and precise delivery the Postal Index Number or the pin code was introduced in 1972. In 1977 the department of post introduced value payable post or vpp, parcels, insured parcels. A further more rapid demand and increased stress in communication lead to the division on India Post into the Department of Posts and Department of Telecommunication in the year of 1985. The very next year in 1986 the speed post were introduced. By 1994 you would send to your loved ones living in other parts of the country through money orders.
Post-independence the Indian postal network expanded over 7 times however the postal reforms continued even today. Recently the government has taken several steps to strength the postal department. Project Arrow was introduced in 2008. It aims to create an effective, friendly environment for staff and customers, providing secure IT services and improving mail delivery remittances both electronic, manual and postal savings plans. Then the Mail Network Optimisation Project (MNOP) was introduced with the objective for consolidation and optimisation of Mail Network of department of post, with a view to improve quality of mail operations. Services such as all kinds of letters like speed post, registry, parcels along with track and trade facility for money orders had been expanded and improved. According to government data more than 27200 post offices and administrative offices have been linked to wide area network or WAN. New services like express parcel, business parcel, cash on delivery, online money transfer service and instant money order, e-greeting have also been added. A mobile app has also been launched. The latest reform is the launch of the governments ambitious India Post Payment Banks on the 1St of September 2018. Today one can easy spot a GPS enabled post vehicle on the streets. The department of posts have also started the initiative of the Postal Delivery through GIS mapping in selected cities with an objective to leverage the strength of the vast postal network. The department of post has also started retailing mutual funds and wants. The complexity of the concept of customer satisfaction is motivating researchers and professionals since so many years for innovating new ideas to enhance customer satisfaction. The India Post can leverage its big strength of government support, wide coverage of geographic area and huge customer base.
There are few types of services availed by the Indian Post:
a. Mailing Services: This is the primary work of any post office. They collect, receive, transfer, and deliver letters to the respective address all over the country. There are a few types of mailing services:
b. Financial Services: It is the major function offered to the customer. The major source of revenue for the department of post is various schemes of postal banking. The services offered to the customers are public provident fund, postal savings bank account, monthly income scheme, recurring deposit account, national savings certificate, post office time deposit etc.
c. Postal Life Insurance: The postal life insurance was launched in 1884 for the benefit of postal and telegram employees. Later this facility was extended to central and state government employees.
d. Retail Service: This help the common man to avail the facility in their door. Some examples of this service are electricity bill payment, telephone bill, passport application etc.
Thus the Indian Post is offering a wide variety of services because of which a large population of people have become a part of their lives. Every day department of post has managed to service a huge amount of people.
B. Objective Of Study
D. Statement Of Problem
E. Research Methodology
Research Methodology is a procedure or technique used to identify, select, process and analysis information about the topic:
Project arrow was introduced in April 2008, by the Indian Post because of which many facilities have been introduced and has been an upgrade in the core function and it makes the post office to look familiar and attract more customers, and it also enables IT facilities to make a systematic transactions and database of the customers for future use. They brought up a new guidelines to process the timeline and dealing with the post offices situated all over the India.
Data Collection is a process to gather information about the relevant topic of research which is bought by the researcher to answer the questions.
Source of data:
This study depends upon both the primary as well as secondary data.
2. Period Of Study
The study was done for 3 months
3. Tools And Technique
G. Chapter Scheme
a. CHAPTER-1: This chapter deals with Introduction and Design of the Study
b. CHAPTER -2: This chapter reflects with ‘Review of Literature’ of the present study.
c. CHAPTER -3: This chapter deals with Profile of Post Office of India – An Overview
d. CHAPTER -4: Analysis and Interpretation of Data
e. CHAPTER-5: The last chapter deals with Findings, Suggestions and Conclusions.
II. REVIEW OF LITERATURE
Literature reviews is a description of published information in connection with the research. This chapter consists of review of literature related to the consumer satisfaction of post office of government of India. It reviews the current issues in the post office and the change in new technology and the problems faced by them. It mainly focuses on the consumer’s behaviour about the post office. This is followed by highlighting the gaps between the research and contribution of the present study.
III. POST OFFICE OF INDIA- AN OVERVIEW
Indian postal system was for military and governmental communications. It was developed long before the arrival of Europeans Indian Post was established in 1837. The Indian postal system developed into an extensive dependable and robust network providing connectivity to all parts of India, Burma and other areas controlled by the East India Company (EIC). Effective postal services were provided at low cost. After the Independence of India on 1947, the Indian Postal Service continues to function on a countywide basis and provides many valuable low cost services to the public of India.
It was formed on 1st October 1854. It has been 166 years since it was formed. Its headquarters is in Dak Bhawan, Sansad Marg, New Delhi. The minister responsible for this department is Minister for communication. They also have introduced website www.indiapost.gov.in. These Indian Post are involved into delivering mail, remitting money by money order, accepting deposit, providing life insurance coverage. The country has been divided into 23 postal circles, each circle headed by a Chief post Master general. These circles are divided into regions headed by the post master general and comprising field unit known as division. These divisions are further classified in sub-divisions.
B. History Of Indian Post, How It Came Into Force
In 1296 horse and foot postal was first introduced and that was the very first kind of post in India. People used to travel with horses for miles together for delivering a particular message. This used to take a long time to reach. In the year of 1766 Robert Clive (the first British Governor of the Bengal Presidency) sets up a regular postal system. In 1774, Warren Hastings organises the Post Office. On 31st march 1774 in Calcutta GPO (General Post Office) was set up. On 1st June 1786 Madras set up a GPO. In 1794, Bombay also opened GPO. In 1850 Post Office Commission was appointed. In 1860 Postal Manual was published. Embossed envelops were put on sale in the year 1873. In 1876, India joined the Universal Postal Union. From 1878- 1880 Post cards were introduced and railway mail services were launched. Savings banks were opened in Indian Post in the year of 1882. Postal life insurance came into force from 1884. Sale of One-Anna revenue stamp was started in the year 1886. Post office Act VI was introduced in the year 1898. In December 25, imperial penny postage was introduced. The very first stamp of Independent India was issued on 21st November 1947. It depicts the Indian flag with the patriot’s slogan (Jai Hind) on the top right hand corner. In 1947. A memorial to Mahatma Gandhi was issued on 15th August 1948 on the first anniversary of independence. In 1955 technology and development theme that shows the map of India in 1957. The old inscription of India Postage was replaced in 1962 with Bharat India through 3 stamps issued from December 1962 to January 1963. On 1st August 1986, Speed posts were first introduced. In 1994, express parcel came into force. On 25 June 2006, e-payment services got introduced. In 2008, modernisation of post office was done that is Project Arrow was introduced. This project was started to transform Indian Post into a vibrant and responsive organisation. It must be benefitted to the customers and to modernize the post. It also upgrades the post office in rural and urban areas and its quality of services and also improves the look and feel of the post office. It aims to create a conductive for both the staff and customer visiting the post office. In 2012, IT modernisation project was introduced.
The postal Index Number (PIN) is a six digit postal code. The PIN system was introduced by Shriram BhiKaji Velankar when he was at service in Kolkata. Former Prime Minister Indira Gandhi introduced it on 15th August 1972. There are 9 postal zones. Out of which first 8 are geographical region, and the ninth is reserved for Army Postal Service. The PIN system is organised in the following manner:
D. Project Arrow, 2008
Indian post has undertaken a quality improvement project called project arrow to transform India post into a responsible organization. This was launched in April 2008. It mainly focuses on the look and feel of the people visiting the post office. Enhancing the quality of services in core areas and focuses on Mail delivery, money remittances, and savings bank. The monitoring of core areas has been extended to more than 18,600 computerized post office. Look and feel has been improved in 1736 post office across the country.
a. Present Scenario
b. Potential Of Indian Post
2. Objective of the Project Arrow
Project arrow experience is a working model for improving in the postal system. And it was also awarded with “Prime Minister” award for excellence in public administration for 2008-2009 in 2010.
4. Project Covers 8 Silos
5. Project arrow revenue earned:
The Information available through the web based Data Extraction Tool (DET) through which Project Arrow post offices are monitored by the Department of Post, has reportedly revealed an increase in revenue generation in respect of major transactions and operations such as postage realized in cash, Money Order and Indian Postal Order Commissions, Postal Life Insurance, Rural Postal Life Insurance Premium, Electronic Money Order, e-payment Commission, postal stamps sales revenues, publication sales, revenue from other mail services and revenue on account of increased number of savings bank accounts.
The Department of Post has also informed the Committee that the total revenue in respect of 1724 Post Offices covered under Project Arrow has increased from 1345.82crore in 2010-11 to 1595.54crore (18.55%) in 2011-12 and to 1800.69crore (12.86%) in 2012-13 respectively.
When inquired about the decline in growth rate in the revenue earned by the Post Offices under Project Arrow, the Department of Post in its Post Evidence Replies has submitted as follows:
As per the information available through the Data Extraction Tool, the revenue trend of 1724 Project Arrow Post Offices shows the aforesaid increase. But, 2012 onwards Department has launched new premium products, financial services, International Money remittances, electronic franking machine facilities etc. and set-up a large number of Business Post and Logistic Post centre for handling bulk business. Thus, the revenue which was accounted earlier at these 1724 Project Arrow Post Offices is now being accounted at these Business Post Centres and Logistics Post centres. The overall growth of revenue of the Department has been 17% from 2011-12 to 2012-13. The Outcome Budget (2013-14) of Department of Post states that the challenge of providing cost effective and valuable services to the customer is also a matter of constant concern. The total revenue during 2011-12 was 7899.35crore against net working expenses of ` 13,705.27crore leaving a gap of 5805.92crore. The increase in postal revenue over the previous year was 13.46 % and decrease in deficit 8.51 %.
E. Customer Satisfaction On India Post
The concepts of marketing have changed over the period of time. Due to the evolution of information technology, modernization and globalization of business, the marketing today has become more customers centric. The customer is the king of the market hence is really indispensible for the companies to recognise the value of the customers. The customer is considered as the most valuable asset of the company which needs to be maintained properly for raising the market share. Hence it is crucial to meet the necessary expectations of the customers and keep them happy. Thus the customer satisfaction is a critical factor in the marketing philosophy. The customer satisfaction is an abstract and ambiguous concept. It is a psychological phenomenon. It is a feeling or expression which an individual derive after using a product or service. It is an attitude of a customer which depicts what the customer feel about the organization. When the product or service supplied by an organization meets or exceeds the expectations of the customers the customer is said to be satisfied.
Prompt, reliable delivery & Courteous service – Most important factor for Customer Satisfaction
a. Customer Service with Indian Post:
b. Service Quality Dimensions
F. Postal Services
Operations at the Post office encompass the entire range and scope of the basis of Postal Services which include:
Postal department has drafted a post office bill 2011 in replacement of Post Office Act 1898 and has sent to the cabinet for approval. The purpose of providing protection to the department of posts is to compensate it for the services provided by them in rural areas. The department runs many Post Office in small villages but the business is less and the cost of running them is high. On the other side, the courier companies mainly serve a large volume in the cities. The reason for this problem is that technological developments have made postal service outdated. They also have asked the private operators to charge twice the speed post tariff so that everyone would opt the postal services given by the government and there will be some kind of revenue for the government to run these postal services.
2. Postal Packing Parcels
A parcel should ideally be packed and enclosed in a reasonably strongcase wrapper, or cover fastened in a manner calculated to preserve the contents from loss or damage in the post, to prevent any tampering therewith, and to protect other postal articles from being damaged in any way thereby. If a parcel contains cloth or woolen material it must be packed in a strong wrapper with an outer covering of stout card-board or cloth. It is suggested to use a wooden or a stout cardboard case according to the nature of the article for packing a parcel.
Liquid and substances which liquefy easily must be dispatched in a double receptacle. Between the first receptacle (bottle, talks, box etc) and the second (which must be a box of metal or strong wood) some space must be left to filled with saw-dust, bran or some other absorbing material in sufficient quantity to absorb all the liquid contents in the event of breakage.
Live-bees must be enclosed in suitable cases and so packed as to prevent all risk of injury to other postal articles in course of transmission by post or to officers of the Post Office.
3. Postage Stamps Of India
India has a long and varied Postal history and has produced a large number of Postage Stamps. These have been produced by a variety of techniques including line engraving, typography, lithography, photogravure and web-offset. Stamps have been produced both for postage and for service or revenue. Definitive and Commemoratives have been issued. Stamps have been produced both as un-perforated sheets, perforated and miniature sheets.
Perfin Define: A Perfin is a number of small holes in a distinct pattern applied to stamps as security against theft.
The Name Perfin is a condensed form of PERF orated Initials, or PERForated INsignia.
Other security endorsements on Stamps included commercial overprints (on stamps used fiscally) and under prints.
The Indian Postal Service has been issued stamps on many themes – relating to history, architecture, nature, culture and heritage. Provisions exist for organisations and interested bodies to suggest the printing of special commemorative stamps as well as first day covers and cancellations. The Indian Post runs Philatelic bureaus, operates deposit based on philatelic services, a philatelic magazine and publishes list of stamps from time to time.
4. Types Of Postal Stamps
There are Six types of Postal Stamps are in circulation are,
5. Different Saving Product Of Indian Post Office
a. Post Office Savings Bank Account (POSB): It’s the oldest and most popular postal savings instrument. Any individual can open a POSB account with minimum balance of Rs, 50. Currently the rate of interest offered against POSB Account is 4%. It’s regulated by the Government Saving Banks Act of 1873.
b. Recurring Deposit Account (RD): Offers a monthly investment option with a handsome return at the end of five years with option to extend the account period. The Present rate if interest rate for RD IS 8.4%. Premature closure is allowed after three year and part withdrawal is also allowed. Four defaults are allowed. Depositor are provided with one Passbook.
c. Monthly Income Scheme (MIS): Offers a fixed investment option for five years with a monthly interest payment facility. The facility of automatic credit of interest to SB Account is available. Single Depositor is Rs1000 and in case Joint Depositor is Rs1500. Maturity Period is five years and rate of interest is 8.5%.
d. Public Provident Fund (PPF): Offers intermittent deposits subject to certain limits for 15 years period with income tax exemptions subject to certain conditions on the investment, loan and withdrawal facilities also available. Tax advantage scheme with 15 years scheme with a minimum deposit of Rs500 in a financial year of maximum Rs. 70,000 per year. Interest is allowed at 8.8% per Annum.
e. Time Deposit (TD): Post office offers time deposit for one year, two year, three year and five year. The rate of interest is allowed is 8.2%, 8.3%, 8.4%, 8.5% for term deposits respectively. Minimum deposits 200 and no maximum limit. Premature withdrawal is allowed after expiry of six month. Automatic credit facility of interest to SB Account.
f. Senior Citizens Savings Schemes(SCSS): Offers Fixed investment option for senior Citizens for a period of Five years, which can be extended, at a higher Rate of Interest that are paid in Quarterly Instalments.
IV. ANALYSIS AND INTERPRETATION OF DATA
Analysis of data is a process of inspecting, cleansing, transforming, and modeling data with the goal of discovering useful information conclusions and supporting decision-making. Data analysis is a process for obtaining raw data and converting it into information useful for decision-making by users. Data are collected and analyzed to answer questions, test hypothesis, or disprove theories.
Statistician John Tukey defined data analysis in 1961as: “Procedures for analyzing data, techniques for interpreting the results of such producers, ways of planning the gathering of data to make its analysis easier, more precise or more accurate, and all the machinery and results of statistics which apply to analyzing data”.
The following tools were used:
C. Weighted Average Method
Weighted average method is the mean of a set of numbers in which some elements of the set carry on more importance than others. The weighted average multiplies each data point by an weight and divides by the sum of the weights.
The weighted average formula is used to calculate value of a some set of numbers with different levels of relevance. The relevance of each number is called its weight. It weight should be represented as a percentage of the total relevancy. Therefore, all weights should be equal to 100% to 1.
Type of area
Through which medium are you aware of Indian post office?
Have you visited the post office nearby
How many days does Indian postal service takes to deliver?
Have you sent any package or speed post through the Indian post?
The tracking consignment facility of Indian post is?
Your interest on usage of Indian
Aadhaar updation is available in indian post
What is the issues you have faced on Indian post
Is your nearby Indian postal service good?
Is it risk free for using post office A/c, other than back account
What is the drawback of Indian post account schemes?
Is the Indian post government of India trust worthy?
Does Indian post comes under
Are you satisfies about postal services online and offline and way of interest on scheme
Highly satisfied satisfied neutral dissatisfied highly dissatisfied
Oferring scheme are good Interest rate for deposit are better Postal app
Government assures Safety
Easy to access
State your satisfaction level
Highly satisfied satisfied neutral dissatisfied highly dissatisfied
Scheme Service Interest Convenience
Withdraw method digitalization
A. Findings ? 35% of the respondents are for the age groups of 31-50 years ? 65% of the respondents are male. ? 43% of the respondents are working in professionals. ? 35% of the respondents are for the monthly in income of below 15000. ? 50% of the respondents member in the family are 4. ? 52% of the respondents are married. ? 64% of the respondents are from rural areas. ? 44% of the respondents get to know about the Indian post office through relatives. ? 76% of the respondents visited the nearby post office. ? 54% of the respondents 1-3 days Indian postal service takes deliver. ? 63% of the respondents have used the Indian post office few months back. ? 59% of the respondents are tracking consignment facilities are easy to access. ? 58% of the respondents are the reason the use Indian post for speed post. ? 89% of the respondents found Aadhar updation is available in Indian post. ? 57% of the respondents feels that service work are inactive. ? 51% of the respondents are need to improve nearby postal service. ? 81% of the respondents agreed the risk free for using post office account. ? 63% of the respondents personally not interested for the Indian post accounts scheme. ? 61% of the respondents are not trust worthy towards Indian post government of India. ? 87% of the respondents that Indian post comes under government sectors. B. Suggestions ? Postal services are economic compared to other competitors. There is a lack of professional attitude and competitive foresight. With the adoption of modern methods of providing services to more customers can be attracted. ? To Aid the raise of revenue generation capacity. The prices should be competitive. ? India Post offers variety of services to the customers at reasonable prices. But the customers are not aware of such services. The proper Advertisements need to be made by Department of Post. ? Indian Postal Service Department has to increase the productivity of employees because a similar nature of work makes an employee irritate and less productive. ? To train the employees to develop relationships with regular clients. ? Time is precious for everyone. With this motto, the customer service department should work so that there shall not be a long queue in any counter. ? Customer Friendly environment should be there in every counter. ? To improve the delivery services with respect to time such as delivery in 24 hours even for other than local areas. ? Marketing strategies need to be implemented for retaining the existing customers and to attract the new one. ? The Department of Post need to compare their performance with the competitors and revolutionary decisions need to be implemented promptly to bring back the Glory of the India Post and to become a market leader. C. Conclusion It can be concluded that Indian Postal service needs technological, social, cultural & economic change. The status of any organization depends upon its personality, perceptions of the customers and the quality of the services offered. As regards the service quality perceptions on post offices, the positive attitude is greater than the negative attitude. Coimbatore Head post office are satisfied with their respective Specifically respondents of Coimbatore district are satisfied with the safety from crime while handling with cash, response to complaints, awareness about the services available and availability of information at the post office. Though the functions of post offices are procedural and its services are based on government norms.
 https://en.wikipedia.org/wiki/India_Post  https://en.wikipedia.org/wiki/Postage_stamps_and_postal_history_of_India  https://www.ijmra.us/project%20doc/2018/IJMIE_OCTOBER2018/IJMRA-14498.pdf  https://shodhgangotri.inflibnet.ac.in/bitstream/123456789/2772/3/03_%20literature%20review.pdf  http://lib.unipune.ac.in:8080/jspui/bitstream/123456789/8222/9/09_chapterII.pdf  http://www.academia.edu  http://www.google scholer.com
Copyright © 2023 Vimal V. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.