Assessing Customer Perception and Satisfaction in Jodhpur District: An Empirical Comparison of Public Sector Banks and India Post Financial Services

This study compares customer perception and satisfaction between public sector banks (PSBs) and India Post Financial Services (IPFS) in Jodhpur District, Rajasthan. Focusing on key service attributes—physical facilities, reliability, staff responsiveness, trust, and customer care—the research evaluates differences in customer experiences. A quantitative approach was employed, collecting data from 200 respondents (100 from PSBs and 100 from IPFS) via a structured questionnaire. Jodhpur District was chosen for its diverse demographic and economic profile. Analytical tools included Cronbach’s Alpha for reliability, independent t-tests for mean comparisons, and ANOVA for demographic variance analysis. Results indicate PSBs outperform IPFS in physical facilities and customer care, driven by superior infrastructure and personalized interactions. No significant differences emerged in reliability, responsiveness, or trust. Satisfaction strongly correlated with all service attributes, with physical facilities and customer care as key drivers. The findings suggest IPFS needs to enhance facilities and engagement to match PSBs. This study offers insights into service dynamics in semi-urban financial sectors, providing practical recommendations for improving customer satisfaction.