A Study on Customer Satisfaction in a Co-Operative Bank

Throughout the world Cooperative Banks are trying to serve the suppressed and depressed mass. In India particularly in the state of Kerala, cooperative movement has developed significantly and cooperative banks cater the needs of members and non-members. This book deals with the functioning of a Central Cooperative Bank and studied the level of customer satisfaction by using SERVQUAL tools. Those who are interested to know the competitive strength of cooperative banks and its professionalized management must read this book. If graduate students want to study the customer satisfaction of banks they can use this as a model. The financial performance analysis of the bank will also set a standard for further studies. It could also be used as case study material to teach the students of banking and finance.This is also a significant contribution to the literatures on cooperative sector.

Dr.G.Veerakumaran, is currently serving as Associate Professor, Department of Cooperative Management, College of Cooperation, Banking and Management, Kerala Agricultural University, Thrissur, Kerala. He took his B.A., in Economics & Cooperation, M.A., in Cooperative Management from Gandhigram Rural University and Ph.D in Commerce.