Customer Trust And Reliability Towards Post Office Financial Services In Thoothukudi.

Authors

  • N.Ponmari
  • A.Ponmozhi

Keywords:

Customer Trust, Reliability, Post Office Savings Schemes, Financial Services, Factor Analysis, Service Quality

Abstract

Post Office Financial Services play a vital role in promoting savings, financial inclusion, and economic security, especially in rural and semi-urban areas. Trust and reliability are the key determinants that influence customers’ preference for post office schemes over other financial institutions. The present study examines the level of customer trust and perceived reliability towards post office financial services. Primary data were collected from 157 respondents using a structured questionnaire. Statistical tools such as Kaiser-Meyer-Olkin (KMO) test, Bartlett’s Test of Sphericity, Factor Analysis, and Structural Equation Modeling (AMOS) were applied to identify the major factors influencing trust and reliability. The findings reveal that service transparency, employee behaviour, security of investments, and service accessibility significantly influence customer trust and reliability. The study emphasizes the need to strengthen service quality and communication to enhance customer confidence in post office financial services

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References

[1] Usha, M., & Miranda, M. M. (2020). Customer perception towards investment in Post Office schemes. Editorial Board, 9(10).

[2] MUSTAFA, D. A., ABIDIN, N. Z., HASSAN, N. L., MOHAMOOD, M., & KAMIS, T. (2019). FACTORS INFLUENCING CUSTOMERS’SATISFACTION ON AR-RAHNU SERVICES AT POST OFFICE.

[3] Ratković, M., Pavlović, M., & Anđelković, M. (2017). Comparative analysis of customer satisfaction in postal and banking services. International review, (1-2), 109.

[4] Msosa, S. K. (2015). Assessing customer service in the Malawian public postal service (Doctoral dissertation, Durban University of Technology).

Msosa, S. K., & Govender, J. P. (2015). Exploring the relationship between service quality and customer satisfaction in postal financial services. Risk Governance and Control: Financial Markets and Institutions, 5(2), 56-67.

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Published

2025-05-07

How to Cite

1.
N.Ponmari N, . A.Ponmozhi A. Customer Trust And Reliability Towards Post Office Financial Services In Thoothukudi. J Neonatal Surg [Internet]. 2025 May 7 [cited 2026 May 22];14(29S):1101-5. Available from: https://jneonatalsurg.com/index.php/jns/article/view/10115

Issue

Vol. 14 No. 29S (2025): Journal of Neonatal Surgery

Section

Original Article

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