A Study on Service Delivery and Beneficiary Experience in Jan Suraksha Schemes in Pollachi Taluk

Abstract

This study examines service delivery and beneficiary experience in Pradhan Mantri Jan Suraksha Schemes in Pollachi Taluk. The main objective is to understand how beneficiaries experience different aspects of the schemes, such as enrolment process, premium affordability, claim settlement, and support from banks and post offices. The study is based on primary data collected from 411 respondents using a structured questionnaire. Statistical tools such as Factor Analysis and Friedman Rank Test are used for analysis. The results show that service delivery has a strong influence on beneficiary experience. Factor Analysis identifies two main dimensions, namely awareness-related services and satisfaction-related services. The study also finds that lack of awareness and inadequate guidance are the major problems faced by beneficiaries. The study concludes that improving service delivery, providing better guidance, and increasing awareness can enhance the effectiveness of Jan Suraksha Schemes and improve beneficiary experience.