• A.EZHILARASI
• Dr.R.Rajasekaran

Using the service quality model a gap analysis was conducted to determine the difference between the perceived satisfaction of customers and their expectations, if any, on the service quality of postal service providers. A total number of postal service users were participated in the study. The analysis was carried out based on the five dimensions of the service quality model, viz, reliability, responsiveness, assurance, empathy and tangible aspects. The outcome of the study reveals that reliability, responsiveness, assurance, and empathy had a positive influence on the customer attitude in terms of satisfaction and reliability.

Service quality, Gap analysis, customer expectations, Reliability

"A STUDY ON CUSTOMER EXPECTATIONS AND PERCEPTIONS OF SERVICE QUALITY OF POSTAL SERVICES IN THANJAVUR DISTRICT", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 1, page no.752-756, January-2019, Available :http://www.jetir.org/papers/JETIR1901196.pdf

"A STUDY ON CUSTOMER EXPECTATIONS AND PERCEPTIONS OF SERVICE QUALITY OF POSTAL SERVICES IN THANJAVUR DISTRICT", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 1, page no. pp752-756, January-2019, Available at : http://www.jetir.org/papers/JETIR1901196.pdf