Abstract
This study investigates consumer satisfaction levels towards private courier services and government postal services in Trichy district, with a focus on delivery speed, cost effectiveness, reliability, and customer service. A mixed-methods approach was employed, combining surveys and interviews with customers who utilize both types of services. The findings reveal that private courier services are preferred for their expedited delivery and efficient tracking systems, albeit at a higher cost. Conversely, government postal services are valued for their affordability and extensive reach, despite criticisms regarding slower delivery times. The research elucidates key differences in consumer expectations and experiences between the two service providers and examines the impact of demographic variables on customer preferences. Recommendations are provided to enhance the performance of both sectors.
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