A STUDY ON CUSTOMER SATISFACTION OF CO-

OPERATIVE BANKING SERVICES

Project Report Submitted to the
Mahatma Gandhi University In Partial
Fulfillment Of The Requirements for the Award of
BACHELOR DEGREE IN COMMERCE
BY
ADHISH MANI S.
(Reg No. 170021059973)
Under the supervision and guidance of
MR.MURUKESH M NAIR M.com
DEPARTMENT OF COMMERCE (Computer Application)
BISHOP ABRAHAM MEMORIAL COLLEGE
THURUTHICAD
2018
DEPARTMENT OF COMMERCE (COMPUTER APPLICATION)
BISHOP ABRAHAM MEMORIAL COLLEGE
(Affiliated to Mahatma Gandhi University, Kottayam)
THURUTHICAD, KERALA- 689597
(NAAC Accredited- 'B' Grade)
MR. GfflmgBMML 1&O&2018
HEAD OF THE DEPARTMENT
CERTIFICATE
This is to certify that ASHARAF-R—A is a B.Com final student of this college.
This project work is submitted by him in partial fulfillment of the requirements
of the award of the Bachelor Degree in Commerce.
Mr. GJWKIMAR FORWARDED: (HvuL^
Principal
DEPARTMENT OF COMMERCE (COMPUTER APPLICATION)
BISHOP ABRAHAM MEMORIAL COLLEGE
(Affiliated to Mahatma Gandhi University, Kottayam)
THURUTHICAD, KERALA- 689597
(NAAC Accredited- 'B' Grade)
MR. MURUKESH M NAIR M.com
CERTIFICATE
I hereby certify that the work entitled " A STUDY ON CUSTOMER
SATISFACTION OF CO-OPERATIVE BANKING SERVICES"
is a
/\DHISH MAN4-5 bonafide piece of project work done by ASHARA«F-*P
—--A in partial
fulfillment for the Bachelor Degree in Commerce of Mahatma Gandhi
University under my supervision and guidance.
Mr. MURUKESH M NAIR
Place: Thuruthicad
Date: l±fifeiOi« 3\ 03 • ^0*2.0
DECLARATION
I hereby declare that this project report entitled " A STUDY ON CUSTOMER
SATISFACTION OF CO-OPERATIVE BANKING SERVICES" written
and submitted by me under the guidance of Mr.MURUKESH M NAIR,
Department of Commerce, BAM College, Thuruthicad, as part of my
curriculum for the award of Bachelor Degree in Commerce of Mahatma Gandhi
University, Kottayam.
I further declare that no part of the work has been presented for any other
degree, title or recognition before. ^_^
ASHARAf^LA
EVDVUSU

ACKNOWLEDGEMENT
I wish to record my sincere gratitude to my teacher and guide MR.
MURUKESH M NAIR Department of Commerce (Computer Application)
Bishop Abraham Memorial College Thuruthicad for his valuable guidance,
unfailing support, good suggestions and timely encouragement for the
preparation of this study.
I am thankful to the Principal DR. AKE^=MATHEW. I am greatful to MR.
GIRIK-UMAR, Head of the Department of Commerce (Computer
Application), BAM College, and all the faculties members of the department of
commerce for according me all the facilities for carrying out this.
I also wish to record my immense gratitude to all my friends, family members
for their blessings and encouragement in establishing my career.
I acknowledge with appreciation the service of Lotus Internet Cafe Mallapaplly
for the neat and prompt printing my work.
Above all, my gratitude to God almighty for his blessings.
CONTENTS
List of Tables

List of Figures

CHAPTER PAGES

1. Introduction 1-3
2. Theoritical Overview 4-12

3. Analysis of Data 13-28

4. Finding Suggestions and Conclusion 29-31

Bibliography 32

LIST OF TABLES
SI No Table No 3.1 Title Page No
1. Table shows gender wise classification 13

2. 3.2 Table shows age wise classification 14

3. 3.3 Table shows occupation wise classification 15

4. 3.4 Table shows customer of co-operative bank 16

classification
5. 3.5 Table shows co-operative bank caters all your 17
banking needs

6. 3.6 Table shows kind of account maintain in Co- 18

Operative Bank
7. 3.7 Table shows facilities is given more 19
importance in co-operative Banks
8. 3.8 Table shows feel about overall service quality 20
of Co-Operative Banks
9. 3.9 Table shows process of Depositing and 21 eBank
Withdrawing money from the Co-Operativ is
complex
10. 3.10 Table shows problems of customers faced in 22
banking transactions
11. 3.11 Table shows satisfied with financial 23
transaction of Bank
12. 3.12 Table shows bank co-operative interest rate ! 24

13. 3.13 Table shows bank co-operative service chai •ge 25

14. 3.14 Table shows aware of minimum balance requirement 26

15. 3.15 Table shows use the new technique in co-operative 27

banks

16. 3.16 Table shows attribute of the co-operative bank 28

LIST OF FIGURES
SI No Fig No Title Page No

1. 3.1 Gender wise classification 13

2. 3.2 Age wise classification 14

3. 3.3 Occupation wise classification 15

4. 3.4 Customer of 16
co-operative bank classification
5. 3.5 Co-operative bank caters all your banking 17
needs

6. 3.6 Kind of account 18 19

maintain in Co-Operative Bank
7. 3.7 Facilities is given more importance in co- 20
operative Banks

8. 3.8 Feel about overall i 21

 service quality of Co-Operative Banks
9. 3.9 Process of Depositing and Withdrawing 22
money from the Co-Operative Bankis
complex
10. 11. 3.10 3.11 Problems of customers faced in banking 23
transactions Satisfied with financial
transaction of Bank

12. 3.12 Bank co-operative interest rate 24

13. 3.13 Bank co-operative service charge 25

14. 3.14 Aware of minimum balance requirement 26

15. 3.15 Use the new technique in co-operative 27

banks
16. 3.16 Attribute of the co-operative bank 28

CHAPTER 1 INTRODUCTION
A co-operative Banks is financial entities which belongs to its members, who
are at the same time the owners and customers of their bank. Co-operative
banks are offer created by persons belonging to the same local or professions
community or sharing a common interest, co-operative banks generally provide
their members with a wide range of banking and financial services.
Co-operative banks are government supported financial agency in India which
are organized and managed with the diagram of co-operation, self-help and
natural help, if functions with the "no profit and no loss" model. In India, co-
operative banks are working for nearly hundred years. The major contributions
of these banks are mostly in rural areas where they play the most vital role in
rural financing and micro financing. The major strengths of co-operative banks
are their easy local reach, transparent interaction with the customers and their
efficient services to common people.
Co-operative movement in Kerala, as an instrument for planned growth and
development under a democratic process, has a tradition that dates back to the
emergence of co-operative movement in India. The structure of co-operative
banking in Kerala, at present is akin to the structure that prevails in the other
parts of the country. The state has a three-tier Structure, consisting of the
primary cooperative societies at the district level and the state co-operative bank
at the state level. They provide short and medium term credit to the farmers for
the long term credit requirements of the farmers a separate two-tier structure is
the existence. The broad objective of the district central co-operative banks is to
facilitate the operations of the affiliated co-operative societies and its other
constituents.
Objectives of the Study
1) To verify the customer satisfaction towards the services given by
cooperative banks
2) To analyse the problem involved in bank transactions
3) To suggest suitable remedials to improve their banking services.
4) To analyse the problems faced by customers in co-operative banks.
Scope of the Study
Through this study, we can verify the customer satisfaction towards the services
given by the co-operative banksWe can analyse the problems involved in
banking transactions and also analyse the problems faced by customer in co-
operative banksThrough this study, we can suggest suitable remedials and
suggestions to improve the banking services of co-operative banks.
Methodology of the Study
The methodology used for this study is primary data and secondary data.
Primary data is collected from interview methods. Secondary data is collected
from internet, books, etc.... These to methods is helps to improve the
understanding of the problems.
Limitations of the study
This study is conduct among 50 customers, so it cannot generalized It was
difficult to know whether the respondents are truly given the exact
information This study is conducted in small area Customer preference and
opinion are supposed to change from time to time.
Period of the Study
The period of the study is 1 year. The current accounting period is 1st April
2017 to 31st march 2018.
Chapterisation
Chapter 1 - Introduction
Chapter 2 - Theoretical overview
Chapter 3 - Analysis of data collected
Chapter 4 - Findings, suggestions and conclusions of the study

CHAPTER - 2 THEORETICAL OVERVIEW

A co-operative banks is a financial entity which belongs to its members, who
are at the same time the owners and customers of their bank co-operative banks
are offer created by persons belonging to the same local or professional
community or sharing a common interest. Co-operative banks generally provide
their members with a wide range of banking and financial services. Co-
operative bank differ from stock holder banks by the organization, their goals,
their values and their governance co-operative banking is retail and commercial
banking organized on a co-operative basis. Co-operative banking institutions
take deposits and lend money in most parts of the world. Co-operative banking
includes retail banking, as out by credit unions, mutual savings and loan
associations building societies and cooperative as well as commercial banking
services provided by manual organizations to a co-operative businesses.
Co-operative banks are government supported financial agency in India, which
are organized and managed with the dictum of co-operation, self-help and
mutual help, it functions with the no profit and no loss" model. As other banks
in the country co-operative banks perform all the basic banking functions like
borrowing and lending of credits.
The major contributions of these banks are mostly in rural areas where they play
the most vital role in rural financing and micro financing. The major strengths
of co-operative banks are their easy local reach, transparent interaction with the
customers and their efficient services to common people.
Co-operative movement in kerala, as an instrument for planned growth and
development under a democratic process, has a tradition that date back do the
emergence of co-operative movement in India. The structure of co-operative
banking in kerala, at present is akin to the structure that prevails in the other
parts of the country. The state has a three -tier structure, consisting of the
primary cooperative societies at the village level, the district central co-
operative bank at the different level and the state co-operative bank at the state
level. They provide short and medium term credit to the farmers for the long
term credit requirements of the farmers a separate two-tier structure is in
existence. The board objective of the district central co-operative banks is to
facilitate the operations of the classified cooperative societies and its other
constituents.
Bank branch is considered as onof the most important channel of the bank and
is generally the most preferred channel from the customers point of view. The
bank branch is referred to as the face of the bank since the customer can visit
personally and meet the interact with the bank branch official and avail the
various services offered by the bank.
In reality, the bank branch is the sales and service channel of the bank and the
bank branch employees are generally responsible for both sales and service of
banks products sales in terms of branch banking could be of any of the bank's
deposits, products, gold, retail of other investment products of other approved
organization such as life insurance, general insurance, and mutual fund.
Activities like clearing centralize payments of drafts and other instruments,
which are related to the local, area, may be grouped in to one Centre. Certain
other activities that are common across centers may be performed at another
place for the purpose of achieving efficiency of operation and controlling costs.
The following list only covers the main services offered by most of the branches
:
1. Account opening
2. Cash Receipts
3. Cash Payments
4. Cheque book issue
5. Stop payment of cheques
6. Safe deposit lockers
7. Gold retail
8. Foreign exchange services
9. Investment services
10. Standing instructions 11 .Retail loan products.
A branch is capable of handling diverse requirements of a customer in addition
to projecting the human feeling arising out of the personal relationship with the
officials.
CUSTOMER SATISFACTION
Customer satisfaction (often abbreviated as CSAT) is a term frequently used in
marketing. It is a measure of how products and services supplied by a company
meet customer expectation. Customer satisfaction is defined as "the number of
customers, or percentage of total customers, whose reported experience with a
firm, its products, or its services exceeds specified satisfaction goals.
In a survey of nearly 200 senior marketing managers, 71 percent responded that
they found a customer satisfaction metric very useful in managing and
monitoring their businesses. It is seen as a key performance indicator within
business and is often part of a Balanced Scorecard. In a competitive
marketplace where businesses compete for customers, customer satisfaction is
seen as a key differentiator and increasingly has become a key element of
business strategy
PURPOSE OF CUSTOMER SATISFACTION
Customer satisfaction provides a leading indicator of consumer purchase
intentions and loyalty. Customer satisfaction data are among the most
frequently collected indicators of market perceptions. Their principal use is
twofold:
1. Within organizations, the collection, analysis and dissemination of these
data send a message about the importance of tending to customers and ensuring
that they have a positive experience with the company's goods and services.
2. Although sales or market share can indicate how well a firm is
performing currently, satisfaction is perhaps the best indicator of how likely it is
that the firm's customers will make further purchases in the future. Much
research has focused on the relationship between customer satisfaction and
retention. Studies indicate that the ramifications of satisfaction are most
strongly realized at the extremes.
On a five-point scale, "individuals who rate their satisfaction level as '5' are
likely to become return customers and might even evangelize for the firm. (A
second important factor related to satisfaction is willingness to recommend.
This factor is defined as "The percentage of surveyed customers who indicate
that they would recommend a brand to friends." When a customer is satisfied
with a product, he or she might recommend it to friends, relatives and
colleagues. This can be a powerful marketing advantage.) "Individuals who rate
their satisfaction level as '1,' by contrast, are unlikely to return. Furth er, they
can hurt the firm by making negative comments about it to prospective
customers. Willingness to recommend is a key metric relating to customer
satisfaction.
IMPORTANCE OF CUSTOMER SATISFACTION
1. It is a leading indicator of consumer repurchase intention
and loyalty:
Customer satisfaction is the best indicator of how likely a customer will make a
purchase in the future. Asking customers to rate their satisfaction on a scale of
1-10 is a good way to see if they will become repeat customers or even
advocates. Any customers that give you a rating of 7 and above, can be
considered satisfied, and you can safely
expect them to come back and make repeat purchases. Customers who give you
a rating of 9 or 10 are your potential customer advocates who you can leverage
to become evangelists for your company. Scores of 6 and below are warning
signs that a customer is unhappy and at risk of leaving. These customers need to
be put on a customer watch list and followed up so you can determine why their
satisfaction is low.
2. It is a point of differentiation:
In a competitive marketplace where businesses compete for customers;
customer satisfaction is seen as a key differentiator. Businesses who succeed in
these cut-
throat environments are the ones that make customer satisfaction a key element
of their business strategy.
3. It reduces customer churn
An Accenture global customer satisfaction repo rt (2008) found that price is not
the main reason for customer churn; it is actually due to the overall poor quality
of customer service. Customer satisfaction is the metric you can use to reduce
customer churn. By measuring and tracking customer satisfaction you can put
new processes in place to increase the overall quality of your customer service.
4. It increases customer lifetime value
Satisfaction plays a significant role in how much revenue a customer generates
for your business. Successful business es understand the importance of
customer lifetime value (CLV). If you increase CLV, you increase the returns
on your marketing. Customer lifetime value is a beneficiary of high customer
satisfaction and good customer retention.
5. It reduces negative word of mouth:
Customer satisfaction is tightly linked to revenue and repeat purchases. What
often gets forgotten is how customer satisfaction negatively impacts your
business. It's one thing to lose a customer because they were unhappy. It's
another thing completely to lose customers because of some bad word of mouth.
To eliminate bad word of mouth you need to measure customer satisfaction on
an ongoing basis. Tracking changes in satisfaction will help you identify if
customers are actually happy with your product or service.
ADVANTAGES OF CUSTOMER SATISFACTION
• Up-to-date feedback:
Gather current customer feedback on various aspects of your company. You can
stay on top of customer trends through regularly scheduled online surveys o r
email surveys, and receive instant customer feedback. It is always useful to
acquire insight into how your customers are currently reacting to all aspects of
your business.
• Benchmark results:
You can administer the same survey every so often to customers to gain
continued insight into your customers. Surveys can have the same questions,
which will allow you to compare data over time and benchmark survey data
across previous years to determine if any changes need to be made.
• Show that you care:
Customers like to be asked for their feedback. It gives the customer the
perception that your company values them. It keeps them as a long-term
customer and take business decisions based on their feedback.
DISADVANTAGES OF CUSTOMER SATISFACTION
• Too many surveys, so little time:
Your customers are bombarded with online surveys. Surveys may be simple to
complete, however, some people simply don't like to complete them. Sending
surveys too often can irritate customers and lead to customer burnout. Customer
burnout can result in low response rates or result in lower satisfaction scores,
despite your reputation for providing excellent products or services.
• Privacy Issues:
We live in a high-tech environment filled with daily doses of unwanted junk
email, email solicitations, and sales calls. When taking an online survey or a
phone survey (or any type of survey), it is hard for your customers to believe
that they aren't being tracked. Because of insecurities of releasing private
information, customers today are hesitant in giving out information that may
lead to more junk email and unwanted calls.

CHAPTER - 3 ANALYSIS OF DATA

Table no. 3.1 Gender wise classification
Options No of respondents Percentage
Male 28 56
Female 22 44
Total 50 100
Source :Primary data
As per Table 3.1 we can find that 56% of the respondents are male and 44% of
the respondents are Female. So we can understand that the majority of
respondents are males.
Fig. No. 3.1 Gender Wise Classification
Table No. 3.2 Table shows age wise classification
Options No of respondents Percentage
10 to 20 years 12 24
21 to 30 years 15 30
31 to 40 years 13 26
41 to 50 years 10 20
Total 50 100
Source: primary data
As per the Table 3.2 we can find that 24% of respondent's age are 10 to 20
years, 30% of 'respondents age are 21 to 30 years, 26% of the respondent's age
are 31 to 40 years and 20% of respondent's age are 41 to 50 years. So we can
understand that majority of respondents are in age of 21 to 30 years.
Fig. No. 3.2
Age wise classification
Table No. 3.3 Table shows occupation wise classification
Options No of respondents Percentage
Student 20 40
Government employee 15 30
Private employee 5 10
Retired person 10 20
Total 50 100
Source : Primary data
As per the Table 3.3, we can find that 40% of the respondents are students, 30%
of respondents are government employee 10% of respondents are retired person.
So we can understand that majority of respondents are student.
Fig. No. 3.3 Occupation wise classification
Table No. 3.4 Table shows customer of co-operative bank
classification
Options No. Of respondents Percentage
Less than a year 8 16
1-4 years 22 44
4-7 years 12 24
More than 7 years 8 16
Total 50 100
Source: Primary data
As per the Table 3.4, we can find that 16% of the respondents are customers of
cooperative bank is less than a year, 44% is 1 to 4 years, 24% of customers is 4-
7 years and 16% of customer is majority of respondents are customers of
cooperative bank is 1 to 4 years.
Fig.No. 3.4 Customer of co-operative bank classification
Table No. 3.5 Table shows co-operative banks caters all your banking
needs
Options No. Of respondents Percentage
Yes 22 44
No 28 56
Total 50 100
Source: Primary data
As per the Table 3.6, we can find that 44% of customers needs and 56% of
customers feel that co-operative bank does not caters all their needs. So we can
understand that majority of people feel that co-operative bank does not caters all
their needs.
Figure No 3.5 Co-operative banks caters all your banking Needs.
Table No. 3.6 Table shows kind of account maintain in co-
operative bank
Options No. Of respondents Percentage
Current account 19 38
Saving account 21 42
Loan account 10 20
Total 50 100
Source: Primary data
As per the Table 3.7, we can find that 38% customers maintain current account
in co-operative bank, 42% are maintain saving account and 20% are maintain
loan account. So we can under more people maintain saving account in co-
operative bank.
Fig. No. 3.6
Kind of account maintain in co-operative bank
Table 3.7
Table shows facilities is given more importance in co-operative
banks
Options No. Of respondents Percentage
Loan Facilities 11 22
Overdraft facilities 7 14
Deposit Facilities 32 64
Total 50 100
Source: Primary data
As per the Table 3.7 we can find that 22% of customers given more importance
to Loan facilities in co-operative banks and 14% customers given importance to
overdraft facilities and 64% customers given importance to deposit facilities. So
we can understand that majority of customer given more importance to deposit
facilities.
Fig. No. 3.7
Facilities is given more importance in co-operative banks.
Table No. 3.8 Table shows feel about overall service quality of co-
operative banks
Options No. Of respondents Percentage
Excellent 10 20
Good 25 50
Average 10 20
Poor 5 10
Total 50 100
Source: Primary data
As per the Table 3.8, we can find out that 20% of customers feeling excellent in
service quality of co-operative banks, 50% feeling good, 20% feeling average
and 10% feeling poor. So we can understand that majority of people feeling
excellent service quality of co-operative banks.
Figure No. 3.8 overall service quality of co-operative banks
Table 3.9
Table shows process of depositing and withdrawing money from
the
co-operative bank is complex.
Options No. Of respondents Percentage
Strongly agree 15 30
Agree 17 34
Disagree 10 20
Strongly disagree 8 16
Total 50 100
Source: Primary data
As per the Table 3.10, We can find that 30% of customers strongly agrees that
the process of depositing and withdrawing money from the co-operative bank is
complex 34% agrees, 20% disagree and 16% of customers strongly disagrees.
Fig.No. 3.9
Process of depositing and withdrawing money from the co-
operative
bank is complex.
Table No. 3.10 Table shows problems of customer faced in
banking transactions
Options No. Of respondents Percentage
Delay in banking 31 62
functions
Service charge 10 20
Improper behavior of 9 18
employee
Total 50 100
Source: Primary data
As per the Table 3.11, we can find that 62% of customers faced delay in
banking functions in banking transactions, 20% faces service charge and 18%
faces improper behavior of employee. We can understand that majority
customer faced delay in functions problems while banking transactions.
Fig.No. 3.10 Problems of customer faced in banking transactions
Table No. 3.11 Table shows satisfied with financial transactions of
bank
Options No. Of respondents Percentage
Very satisfied 8 16
Dis satisfied 9 18
Satisfied 33 64
Total 50 100
Source: Primary data
As per the Table 3.12, we can find that 16% of customer is satisfied with
financial transactions of bank 18% of customers are dis satisfied and 64% of
customers is satisfied. We can understand that majority of the customer is
satisfied with banking transactions.
Fig. No. 3.11 Satisfied with financial transaction of bank
Table No. 3.12 Tale shows bank co-operative interest rates
Options No. Of respondents Percentage
Yes 26 52
No 16 32
Not aware 8 16
Total 50 100
Source: Primary data
As per the Table 3.13 we can find that 52% of customers think that their bank
competitive interest rate, 16% of customers does not think and 16% of
customers not aware about competitive interest rate.
Figure No. 3.12 Bank competitive interest rate
Table No. 3.13 Table shows bank competitive service charge.
Options No. Of respondents Percentage
Yes 15 30
No 26 52
Not aware 9 18
Total 50 100
Source : Primary data
As per the Table 3.14, we can find that 30% of customers think that their bank
competitive service charge, 52% if customers does not think and 18% of
customers not aware about competitive services charge.
Fig. No. 3.13 Bank competitive service charge
Table No. 3.14 Table shows aware of minimum balance
requirement
Options No. Of respondents Percentage
Yes 32 64
No 18 36
Total 50 100
Source : Primary data
As per the Table 3.15, we can find that 64% of customers are aware about
minimum balance requirement and 36% of customers are not aware. We can
understand that majority of customers are aware about minimum balance
requirements.
Fig.No. 3.14 Aware of minimum balance requirement
Table No. 3.15 Table shows use the new techniques in co-
operative banks
Options No. Of respondents Percentage
Reduced time of transaction 10 20
Ease of Use 29 58
Cost Effectiveness 11 22
Total 50 100
Source: Primary Data
As per the Table 3.16, we can find that 20% of customers promotes they to use
the new techniques of co-operative banks is reduced time of transaction factors,
58% of customers are ease of use and 22% of customers are cost effectiveness
factor.
Fig. No. 3.15 Use the new techniques in co-operative banks
Table No. 3.16 Table shows attribute of the co-operative bank
Options No. Of respondents Percentage
Quality of service 20 40
Location 8 16
Technology use 4 8
Trust 18 36
Total 50 100
Source : Primary data
As per the Table 3.17, we can find that 40% of customers give most value is
quality of service attribute 16% is location, 8% is technology use and 36% is
trust. We can understand that majority of customers gives most value to quality
of service attribute.
Figure No. 3.16 Attribute of the co-operative bank
CHAPTER - 4 FINDINGS, SUGGESTIONS AND
CONCLUSION FINDINGS OF THE STUDY
1) The maj ority of respondents are males
2) The majority of respondents are in age of 21 to 30 years
3) The majority of respondents are students
4) The majority of respondents are customer of co-operative bank is 1 to 4
years
5) The majority of people that co-operative bank does not caters all their
need.
6) Majority of customers maintain saving account in co-operative banks
7) Customers given more importance to deposit facilities
8) Customers feeling excellent service quality of co-operative banks.
9) The customers while they thinking about co-operative bank personlised
service is come first in their mind.
10) Customers faces delay in functions problems while banking transactions
11) The majority customers of co-operative banks is satisfied with banking
transactions
12) Majority of customers are aware about minimum balance requirements.
SUGGESTIONS OF THE STUDY
1) The bank should introduce new modern banking facilities.
2) The bank should take necessary steps to avoid delay in functions problems
while banking transactions
3) The bank should provide more branches of the co-operative bank
4) The bank should try to reduce the time taken for banking transactions.
5) Bank should try to avoid the improper behavior of their employees.
6) The bank should try to facilitates more customer service
CONCLUSION
As per this study we can concluded that customer satisfaction for the services
provided by co-operative banks is acceptable. To enhance the level of customer
satisfaction, bank should focus on display of physical facilities and error free
services along with kindness is employee behavior and sufficient knowledge to
answer's questions. Bank have scope to get better customers satisfaction level
with the services provided by bank through well uniform appearance of an
employees, notifying service delivery time and perking up employee's
willingness to help customers.
Customer satisfaction is the state of mind that customer have about the bank
when their expectations have been met or exceeded over life time of service.
Even though the customers are satisfied with bank's services, to sustain, bank
need to inculcate various customers oriented modern marketing tactics.
Application of current technology and professionalism in organisation's
behavior are the successive tools to stay alive in the present day's competitive
market environment.
BIBLIOGRAPHY
1. Customer satisfaction is worthless, customer loyalty is price less (Jeferry
Gitomer)
2. Customer satisfaction; the customer experience through the customer's eyes
(The leadership factor)
3. Official website of co-operative banks in kerala
APPENDIX
CUSTOMER SATISFACTION OF CO-OPERATIVE BANKING SERVICES
1) Name :
2) Gender : □ Male □ Female
3) Age :□ 10 to 20 years Q 21 to 30 years
D 31 to 40 years □ 41 to 50 years
4) Occupation : I—I Student Government employee
I Private employee □ Retired person
5) How long have you been customer of co-operative bank?
□ Less than a year □ 1-4 years 4-7 years More than 7 years
6) Do you think that co-operative banks caters all your banking needs? ^Yes No
7) What kind of account do you maintain in co-operative bank?
Current account Saving account Loan account
8) Which of the following facilities is given more importance in co-operative banks?
_| Loan facilities J Overdraft facilities | | deposit facilities
9) What do you feel abouts overall service quality of co-operative banks?
Excellent Qj Good J Average | Poor
10) Do you agree that the process of depositing and withdrawing money from the co-
operative bank is complex?

□ Stronly agree Agree Disagree D Stronly disagree

11) What are the problems of customer faced in banking transactions?

^] Delay in banking functions Service charge
I—I Improper behaviour of employee
12) Are you satisfied with financial transaction of the bank?
□ Very satisfied □ satisfied □ Dissatisfied
13) Do you think that your bank competative interest rate? n Yes □ No Q Not aware
14) Do you think that your bank competative service charge? [] Yes □ No □ Not
aware
15) Are you aware of minimum balance requirement?
□ Yes □ No
16) Which factor promotes you to use the new techniques in co-operative Banks?
□ Reduced time of transaction □ Ease of use □ Cost effectiveness
17) Which attribute of the co-operative bank do you value the most?
□ Quality of service □ Location □Technology Use □ Trust