CUSTOMER SATISFACTION OF INDIAN POST OFFICES: A CASE STUDY OF NORTHWESTERN INDIA - Couverture souple

Kanda, Rohit; Bhalla, G. S.; Singh, B. R.

Couverture souple

ISBN 10 : 6630352610 ISBN 13 : 9786630352610

Editeur : LAP LAMBERT Academic Publishing, 2026

Synopsis

The study is first of its kind, being researching the statistics and stakeholders' opinion regarding India Post, being an untapped research area till date. Earlier studies, if any, either have not addressed the dimensions being explored or were not the full-fledged studies. The study will aid the profiling the customers based on the India Post services and establish a framework for segmentation of the customers to serve them better.In initial field screening, observations and views of IP officials were taken from key centers of earmarked north-western region of India, namely, Chandigarh, Amritsar / Jalandhar, Ludhiana, Ambala, Delhi, Shimla / Dharamsala HOs, as a part of initial field screening. Given the analysis of responses from 816 respondents across north-western India, the researcher observed that the failure handling as established by literature had most impactful effect on brand value, loyalty and related factors, rather than that of perception and satisfaction. Brand value was observed being directly affected by ITES perception, E-service satisfaction, salesman qualities, loyalty and related factors. Whereas, ITES perception and E-service satisfaction negatively led.

A propos du livre

À propos de l'auteur

Dr. Rohit Kanda is a Ph.D. in Management from Faculty of Management Studies, PAHERU Udaipur, post his MBA in Finance & Marketing from Punjab Technical University Jalandhar (India) and M.Com Accounting & Finance from Maharishi Dayanand University Rohtak (India), with having +10 yrs of Industry Expertise in the Gems & Jewellery as well as Textiles.

Détails de l'édition

• Éditeur: LAP LAMBERT Academic Publishing
• Date d'édition: 2026
• Langue: anglais
• ISBN 10: 6630352610
• ISBN 13: 9786630352610
• Reliure: Taschenbuch
• Nombre de pages: 184
• Coordonnées du fabricant: non disponible
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