Investigating the Potential of E-Commerce in Pakistan Post Office: Challenges, Opportunities, and a Roadmap for Future Growth
DOI:
https://doi.org/10.55737/rl.2025.41152Keywords:
Pakistan Post Offices, E-Commerce Potentials, Challenges, Opportunities, Future Growth RoadmapAbstract
The purpose of the study is to investigate the potential of E-Commerce in Pakistan Post Office with challenges, opportunities, and a roadmap for future growth. The key objectives are to explore the options Pakistan Post is left with after the abolition of financial services; examine the postal services are sufficient to keep the organization reliable, profitable, and sustainable in the future; identify the issues and possible future interventions of the postal administration to overcome the deficiencies in its operational, administrative, and supply chain structures; and investigate the bottlenecks in service delivery, and customer gratification. Quantitative methodology was adopted. The population was the Postal group officers of the Pakistan Post from BS-17 to BS-22 grades from 13th CTP to 49th CTP, both serving and retired officers. A total of one hundred (100) officers were selected from grades 17 to 22. Data were collected through questionnaires with the help of Google Survey Form. The response rate is almost sixty-one percent. Percentage, frequency, and correlational analysis were used to analyze the data. The findings highlight that the maximum number of respondents are satisfied with simplicity, 10-21 days service delivery, security, domestic features, payment system, portfolio, and escrow services. They reflect a commonly positive perception, with room for improvement. The results showed poor tracking has negative effect while other variables have positive effect on delivery services and customer gratification.
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