Customer Satisfaction Towards Cooperative Banks- A systematic Review and Research Agenda

ABSTRACT

Purpose: Reviewing customer satisfaction with cooperative bank services is the major goal of the study. The study offers practical recommendations at the end to raise satisfaction of customers. Co-operative banks operate on the “one person, one vote” principle. Cooperative banks may offer a variety of services, including savings accounts, loans, insurance, and investment products. A board of directors is chosen by the bank's customers to direct operations and make long-term decisions.

Design: This study looks into a variety of conceptual and empirical studies on customers' satisfaction with cooperative bank services. The literature from 1996 and 2022 is reviewed in the study. The study makes use of secondary information acquired to examine consumer perception. Future, ABCD analysis is used to analyze the bank.

Findings: This research concentrated on identifying the key factors that influence customers' satisfaction with cooperative bank services. By a systematic study, it was determined that an in-depth analysis of the relationship between the various characteristics that influence how customers perceive cooperative banks is necessary in order to determine the connection between these factors.

Originality: In addition to providing principles of collaboration, peer support, democratic decision-making, and helping all elements of the community, the study highlights the possibility of customer satisfaction with cooperative banks.

Paper Type: Review Paper

Keywords: Satisfaction, Customer, Cooperative Banks, Banking, Financial, Government, Organisation, Loan, Services, ABCD Analysis.