A STUDY ON CUSTOMER PERCEPTION TOWARDS INDIA POST PAYMENTS BANK SERVICES IN MADURAI CITY

Special Issue - Innovative Commerce: Bridging Business and Computer Applications (ICBBCA-2026) |PG Department of Commerce with Computer Applications, Mannar Thirumalai Naicker College, Madurai – March 2026| International Journal of Computer Science (IJCS) Published by SK Research Group of Companies (SKRGC)

Abstract

The study examines customer perception towards India Post Payments Bank (IPPB) services in Madurai City with the objective of understanding the key factors influencing satisfaction and trust. Using both primary and secondary data, responses were collected from 100 customers through a structured questionnaire. Garrett Ranking analysis revealed that customers value government ownership, security of transactions, affordability, and rural accessibility as the most important factors, while doorstep banking and influence of postal staff or family were ranked lower. Regression analysis indicated that demographic factors such as gender, education, occupation, and income significantly influence customer perception, whereas age does not have a significant effect. The results highlight that IPPB has established itself as a reliable, affordable, and inclusive banking service, though greater efforts are required to improve awareness, digital accessibility, and customer service quality. The study contributes valuable insights for strengthening IPPB’s role in promoting financial inclusion in both rural and urban areas.

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Keywords

India Post Payments Bank (IPPB); Customer Perception; Garrett Ranking Analysis; Regression Analysis; Financial Inclusion; Service Quality; Demographic Factors