| Abstract | The Sukanya Samriddhi Account (SSA) is a Government-sponsored savings scheme aimed at
securing the financial future of girl children in India. Despite its growing popularity, especially in rural
areas like Pollachi Taluk, many account holders experience challenges in accessing SSA services
through post offices, which may affect their overall satisfaction. This study investigates the
relationship between customer satisfaction and the problems faced by SSA account holders in Pollachi
Taluk. Using data from 290 respondents, a Pearson correlation analysis was conducted, revealing a
very weak positive relationship (r = 0.055) that was not statistically significant (p = 0.346), indicating
that the problems encountered may not directly influence satisfaction levels. Furthermore, Exploratory
Factor Analysis (EFA) was employed to identify the underlying dimensions of satisfaction and
challenges. These findings highlight that SSA service satisfaction is a multi-dimensional construct and
suggest that service improvement efforts should go beyond addressing surface-level problems to
include systemic and behavioral factors. The study provides valuable insights for postal authorities
and policymakers aiming to enhance the effectiveness and user experience of SSA services in rural
contexts.
|
|---|
