Last-Mile Banking Reliability, Digital Adoption, and Gramin Dak Sevak Engagement: A Field-Based Operational Study of India Post Payments Bank

Author

Neha Salunke


Abstract

 Payments banks were created in India to extend basic financial services to underserved populations, but inclusion depends on whether services work reliably at the point of delivery. This study examines how India Post Payments Bank (IPPB) operationalizes its doorstep-banking model at the last mile, focusing on infrastructure reliability, digital adoption, and the engagement of Gramin Dak Sevaks (GDS). A descriptive, qualitative design was used, based on field participation during a two-month on-the-job training (15 May–15 July 2026). Data were generated through structured audits of Post Office banking outlets, telephonic follow-ups, observation of customer onboarding and digital-product queries, and GDS-led insurance-awareness visits, and were interpreted through the Technology Acceptance Model, financial-inclusion and last-mile delivery theory, and SERVQUAL. Thematic analysis across four dimensions (technology, infrastructure, human capital, and customer experience) showed that operational efficiency was uneven across outlets. Biometric authentication failures and network connectivity gaps were the most frequent technical frictions; thermal-printer downtime, weak signage, cash-float shortfalls, and slow equipment maintenance recurred across outlets; GDS dual-role workload and infrequent refresher training limited outreach depth; and digital-literacy gaps and loss of confidence after failed transactions constrained independent use. GDS community trust strongly facilitated customer engagement, yet a single awareness visit rarely produced enrolment. The study recommends iris-authentication checks, SMS confirmation as a printer fallback, ageing-based issue tracking, a GDS insurance reference guide, structured referral follow-up, and maintenance service-level standards. Because outlets were convenience-sampled near the host branch, findings are indicative rather than generalizable.


Keywords

payments banks; financial inclusion; last-mile banking; India Post Payments Bank; Gramin Dak Sevak; Aadhaar biometric authentication; technology acceptance; service quality



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References



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