| 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.
Keywords: Jan Suraksha Schemes, Service Delivery and Beneficiary Experience.
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