{ "item_title" : "Customer Satisfaction of Indian Post Offices", "item_author" : [" Rohit Kanda", "G. S. Bhalla", "B. R. Singh "], "item_description" : "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.", "item_img_path" : "https://covers3.booksamillion.com/covers/bam/6/63/035/261/6630352610_b.jpg", "price_data" : { "retail_price" : "101.00", "online_price" : "101.00", "our_price" : "101.00", "club_price" : "101.00", "savings_pct" : "0", "savings_amt" : "0.00", "club_savings_pct" : "0", "club_savings_amt" : "0.00", "discount_pct" : "10", "store_price" : "" } }

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