Akshaya Centre Services: A Study of Customer Usage, Problems and Satisfaction
DOI:
https://doi.org/10.63671/ijsssr.v4i2.582Keywords:
Akshaya Centres, E-Governance, Customer Satisfaction, Digital Services, Service Quality, KeralaAbstract
Akshaya centres play an important role in providing e-governance, digital and other essential services to the public, particularly by improving access to government and online services. The present study examines the services provided by Akshaya centres, the factors influencing customers to avail these services, the problems faced by customers, and their level of satisfaction. The study is based on primary data collected from 200 respondents using a structured questionnaire. The findings reveal that quality of service, transparency, security, reliability and quick delivery are important factors influencing customers to use Akshaya services. The study also shows that respondents were highly satisfied with the quality of services and technical knowledge of staff, while comparatively lower satisfaction was observed with timely delivery, service charges and staff behaviour. The study suggests that improving service delivery time, staff interaction and affordability can further enhance customer satisfaction. Overall, Akshaya centres have a significant role in facilitating convenient access to digital and government services and supporting the delivery of e-governance services to the public.
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