Analyzing effectiveness of service quality in Tirupattur post office toward postal life insurance (PLI) and rural postal life insurance (RPLI)

Abstract

Purpose: This paper aims to analyze the effectiveness of service quality provided in Tirupattur Head Post Office toward Postal Life Insurance (PLI) and Rural Postal Life Insurance (RPLI) polices. Service quality is an important element in the management of service. The post office is a very big service-oriented institution. It started its insurance business from 1 February 1884. Design, methodology, approach: A descriptive research design were used to study the objective such as analyzing the various service quality provided by Postal Insurer and also to find the best service quality, to achieve this the researcher used questionnaire to collect 85 samples using simple random technique from PLI and RPLI policyholders in Tirupattur district. The primary data are analyzed by applying percentage analysis, mean and standard deviation, [Formula: see text]-test and [Formula: see text]-test in SPSS tools. Finding: A finding of the study shows that postal insurance industry was providing high quality services regarding financial stability accessible location, flexible payments and were providing low quality services regarding online transaction, approaching from the customers point of view, introducing new products. Mean and SD value show positive rating. The [Formula: see text]-test shows the assurance is the best service quality provided by postal insurer among six service quality factors. All the service quality statements are above average level. [Formula: see text]test shows a significant difference of all statement if service quality factors to demographic factors. Practical implications: This research paper is important for the investors, postal insurer, and post office. Service quality will have positive impact on customer satisfaction that will lead to investment behavior. Social implications: This study provides awareness to investors about postal insurance, important of service quality to the postal insurer, in the study area and trends-related research for future. Originality: This study provides a comprehensive review of theories, methods, discussion points, and conclusions of studies on service quality, customer satisfaction, PLI published in selected investment journals over past 20 years. Research limitations: This study was confined only to Tirupattur Head Post Office and Conclusions drawn may not be applicable to other district post office and, therefore, the findings of this study cannot be generalized.