Assessing the Role of India Post Payments Bank in Promoting Financial Inclusion: A Study on Customer Satisfaction

Jatinder Kaur; Tanishka  Goel

Abstract

Financial inclusion remains a critical objective in India’s economic development agenda, particularly in extending formal banking services to rural and underserved populations. India Post Payments Bank (IPPB), launched in 2018 under the Department of Posts, represents a unique institutional model that combines digital banking with an extensive postal network to enhance financial accessibility. This study assesses the role of IPPB in promoting financial inclusion, with a specific focus on customer satisfaction. A descriptive research design was adopted, and primary data were collected from 60 respondents across Delhi and Delhi NCR using a structured questionnaire. The findings indicate that IPPB has significantly improved accessibility to banking services, especially in rural and semi-urban areas, through doorstep banking, Aadhaar Enabled Payment Systems (AEPS), and digital platforms such as UPI and mobile banking. A majority of respondents expressed satisfaction with service quality, accessibility, and ease of technology use. However, certain challenges, including technical delays and limited awareness of digital features, were identified. The study concludes that while IPPB has made substantial progress in bridging the financial inclusion gap, continued emphasis on digital literacy, grievance redressal mechanisms, and service enhancement is essential to sustain customer satisfaction and long-term engagement. The research provides practical insights for policymakers and banking institutions aiming to strengthen inclusive banking initiatives in India.

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