Publications

Abstract : There is a radical and drastic changes in the information communication technology (ICT) in horizontal and vertical dimensions throughout the world and most of the services offered by post offices become redundant. The information exchange has been made simpler, faster and easier with the introduction of advanced and sophisticated technology. In this scenario, people seldom use post office services as the product and services of the post offices function in the old business model and in the traditional ways. Of late, people would like to use latest technology, innovative services and products in a day-to-day routine life. The introduction of latest technologies like Facebook and Twitter makes a huge revenue loss to the post office services. The present research article aims to study the relationship between the perceived service quality characteristics of post offices on the customer loyalty. Further, the importance of service innovation to strengthen the relationship between perceived service quality and customer loyalty from the post office user's points of view is also studied.