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Abstract

The Sukanya Samriddhi Account (SSA) is a Government-sponsored savings scheme aimed at securing the financial future of girl children in India. Despite its growing popularity, especially in rural areas like Pollachi Taluk, many account holders experience challenges in accessing SSA services through post offices, which may affect their overall satisfaction. This study investigates the relationship between customer satisfaction and the problems faced by SSA account holders in Pollachi Taluk. Using data from 290 respondents, a Pearson correlation analysis was conducted, revealing a very weak positive relationship (r = 0.055) that was not statistically significant (p = 0.346), indicating that the problems encountered may not directly influence satisfaction levels. Furthermore, Exploratory Factor Analysis (EFA) was employed to identify the underlying dimensions of satisfaction and challenges. These findings highlight that SSA service satisfaction is a multi-dimensional construct and suggest that service improvement efforts should go beyond addressing surface-level problems to include systemic and behavioral factors. The study provides valuable insights for postal authorities and policymakers aiming to enhance the effectiveness and user experience of SSA services in rural contexts.