A Study on the Impact of Awareness and Service Issues on Satisfaction With Sukanya Samriddhi Accounts in the Postal Department of Pollachi Taluk

Abstract

This study investigates the influence of awareness and service-related issues on customer satisfaction among account holders of Sukanya Samriddhi Accounts (SSA) in the Postal Department of Pollachi Taluk. SSA, a government-initiated savings scheme for the girl child, relies heavily on the account holders’ understanding of the scheme and the quality of service provided. The objective of this research is to examine whether awareness and the problems faced during the operation of the account significantly influence satisfaction. Primary data was collected through structured questionnaires from 290 SSA account holders in Pollachi Taluk. The analysis revealed a weak but statistically significant impact of awareness on satisfaction, with a surprising negative relationship. However, problems faced during account operation did not show a significant influence. The findings suggest the need for aligning awareness campaigns with improved service delivery and addressing user expectations more effectively.