Analysis of Service Quality Parameters Among Co-Operative Banks - a Study with Respect to Kerala

6816 Words Nov 3rd, 2010 28 Pages
Analysis of Service quality parameters among co-operative banks - a study with respect to Kerala

Abstract Measuring customer satisfaction is critical in the process of serving the customer. The importance of improving service quality in the banking industry is highly considered for achieving objectives of the industry in whole. Service quality considerations are comparatively less among co-operative banks in the state due to various reasons. An in depth analysis of the service quality perceptions of their customers is essential to achieve sustainable growth for the sector. The perceived quality is normally assessed based on service quality dimensions such as tangibles, reliability, responsiveness, assurance and empathy. The SEVPERF
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Customers have their own unique needs, demands and preferences in a particular segment. Marketers have to study customers in particular segment to present the product or service in such a way that the customer satisfaction is assured. When customer is treated as the king of the market, the study of consumer behavior becomes more important for marketing decisions.
1.1 Co-operation- Definition and concept The meaning of the word co-operation may be considered as working together. To be more precise, co-operation means working together to accomplish a common objective. It is developed as a new concept to eradicate economic inequality from the society. Co-operation promotes voluntary association of individuals having common needs who work together towards the achievement of common economic needs. In today’s world it is recognized as a sector of business enterprise distinct from public or private sector. Co-operation has been defined by different authorities in different way .However all most all definitions agree that it is an association of individuals formed for the achievement of common objectives basically of economic nature. A co-operative is an autonomous association of persons united voluntarily to meet their common economic, social, and cultural needs and aspirations through a jointly-owned and democratically-controlled

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