“The Bank at Your Doorstep “, A Study on India Post Payments Bank – Challenges and Opportunities”

Abstract

India Post Payments Bank (IPPB) was established with the objective of bringing banking to every doorstep in India by integrating the extensive postal network with modern digital financial services. Despite its potential to transform financial inclusion, the bank faces operational, technological, and awareness-related challenges that influence user adoption and satisfaction. This study examines the challenges and opportunities of IPPB by analysing customer preferences, perceived benefits, and underlying factors that shape their experience. Using Garrett ranking, the research identifies the most preferred services such as enterprise payments, loan repayment, and mobile recharge, along with key benefits including instant information, easy payment management, and cost-effectiveness. Furthermore, factor analysis is employed to categorize the major challenges faced by users, including digital literacy gaps, service awareness issues, infrastructural limitations, and competitive pressures from private Fintech platforms. The findings highlight the growing relevance of IPPB in promoting digital transactions and affordable banking, while also pointing to critical areas that require strategic improvement. This study contributes valuable insights for policymakers, bank management, and stakeholders to enhance service delivery, strengthen customer engagement, and advance IPPB’s mission of inclusive, technology-driven banking across India.