Digitalisation And Its Impact on Indian Postal Service Sector - A Study Using Structural Equation Modelling

Abstract

Digitalisation had made a greater impact all around the world. Transformation of services from tradition way to digitalisation is happening in each and every sector. The postal department and the services providers found there is a need for changes in providing the services in a new way. Department of post with wider network started to digitalising the services initially in the urban regions and further they come up with a project called DARPAN in way of digitalising the services in a rural area. Digitalisation of services should benefit both the customer and also the service provider. There are a few challenges faced by the postal department in implementing the technology in all the branches of post offices. The present study aims to find the technological adoption of employees, issues faced while adopting and the satisfaction in implementing the technology. To arrive the result, the researcher conducted a study by way of collecting the data from the employees of post office in the selected area. The structural equation modelling is being used to analyse the data and the relationship between the study variables.