Service quality dimensions and customer satisfaction of Pathanamthitta district CO-Operative Bank

Co-operative banks generally provide their members with a wide range of banking and financial services like loans, deposits, banking accounts. Co-operative banks differ from stockholder banks by their organization, their goals, their values and their governance. In most countries, they are supervised and controlled by banking authorities and have to respect prudential banking regulations, which put them at a level playing field with stockholder banks. Depending on countries, this control and supervision can be implemented directly by state entities or delegated to a co-operative federation or central body. A study on the service quality dimensions of Co-operative banks with special reference to Pathanamthitta Co-operative bank is conducted to analyze the satisfaction level of the customers who are availing services from the bank. There are many factors influencing their satisfaction level. Since the people in the district are mainly settled in rural areas, this study becomes significant.