A comparative study on quality of customer service in central cooperative banks (with special reference to Srikakulam and Visakhapatnam districts of Andhra Pradesh state)
T Kamaraju, Ch Mohana Babu
The service sector has incredible progress due to their variety of services. For this persistence, the organization treat their existing customers in a better way than finding new customers. Customers lodge an important position in a business. Commercial banks are playing important character in the Indian Financial System and also the well-being of rural people. These banks are providing loans to rural people for their economic stability. The relationship between quality of service and customer satisfaction has a direct impact. Caring for the customers by offering them better quality service has thus become a major allocating issue confronted by almost all the banks to achieve a strategic advantage over their rivals at present. In order to retain customers, the organization wants to provide amenities to Customers. They are always taking the service with a lot of expectation. These expectations can meet by the organization by providing quality services with personal deliberation. The importance of service quality has been increased in these recent years occasionally there may be difference between customer’s expectation and actual perception. The cooperative banks also subsidize to the development of nation. A number of products and service offered by cooperative banks. The important products offered by the cooperative bank include deposit and loans. The deposits are again classified in to S.B account, Current Account, Recurring deposits, fixed deposits and cash certificates. The loans include loan to salaried employees, housing loans, educational loans, agricultural loans. This paper emphasis the quality of service of cooperative banks at Srikakulam and Visakhapatnam Districts by taking customers of 6 revenue divisions.