Published Paper Details:

India's financial sector is pivotal for economic inclusion, with public sector banks (PSBs) and India Post Financial Services serving diverse populations. This study applies the SERVQUAL model to compare service quality between PSBs and India Post, focusing on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The research aims to identify service gaps, compare performance, and propose improvement strategies. A quantitative survey was conducted with 200 customers (100 from each provider) in urban (Delhi, Mumbai) and semi-urban (Jaipur, Patna) areas in March 2025. Respondents rated expectations and perceptions on a 22-item SERVQUAL scale. Gap scores (perception minus expectation) were analyzed using descriptive statistics and t-tests to compare providers. Results reveal PSBs outperform India Post in tangibles (mean gap: -0.45 vs. -0.78) and assurance (-0.39 vs. -0.67), benefiting from advanced infrastructure and regulatory trust. India Post excels in empathy (-0.32 vs. -0.51) and responsiveness (-0.41 vs. -0.58), reflecting its community-oriented approach. Reliability gaps are similar for both (PSBs: -0.62, India Post: -0.65), indicating systemic delays. Urban customers reported larger gaps than semi-urban ones, suggesting expectation disparities. PSBs' technological edge contrasts with India Post's outdated facilities, though the latter's personalized service mitigates dissatisfaction. Recommendations include digital upgrades for India Post, process streamlining for PSBs, and staff training to enhance empathy and reliability. This study contributes to understanding service quality in India's public financial sector, highlighting the balance between modernization and human-centric service. Limitations include the exclusion of rural perspectives and cross-sectional design. Future research could explore longitudinal trends or rural dynamics. These findings inform policymakers and providers aiming to strengthen financial inclusion through improved service quality.