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Abstract
Satisfaction is a personnel feeling of satisfaction or distress resulting from comparing a service perceived performance or outcome in relation to the expectations. Customer's expectation of a service is determined by factors such as suggestion, individual needs and earlier experiences. Department of Post has been the back bone of the country’s communication and correspondingly it also provides the financial services equivalent to banking sector. Perception of customer is the most important and thriving element for the service sector like Post Office where it provides the wide services from urban to rural and even in the remote destination of the country. Quality of services can only be measured based on the satisfaction of the perceived services. Customer’s expectation on the services provided will always be more when compared to the perceived services, thus it may leave a gap between them. Service Quality can be measured by the five SERVQL dimension called Tangibility, Reliability, Responsiveness, Empathy, and Assurance. A structured questionnaire has been used to collect the data from 120 respondents in Chennai. The present study aims to measure the perception of customers and expectation on the perceived services of post office savings bank.