Customer satisfaction in Urban Cooperative Banks

The origins of the urban cooperative banking movement in India can be traced to the close of nineteenth century when, inspired by the success of the experiments related to the cooperative movement in Britain and the cooperative credit movement in Germany such societies were set up in India. From its origins then to today, the thrust of UCBs, historically, has been to mobilize savings from the middle and low income urban groups and purvey credit to their members-many of which belonged to weaker sections. So, the application of the knowledge of customer satisfaction is imperative to establishing and maintaining a long-term relationship with customers and long-term competitiveness. In this context, for the better performance and growth of UCBs, it has become very essential to give proper weight age to the opinions of customers of these banks and at the same time to measure and monitor the customer satisfaction continuously. In the present paper an attempt has been made to identify factors (as perceived by customers) which are expected to be dictating and determining the service quality performance of Urban Cooperative Banks of Punjab, Haryana and Himachal Pradesh.