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Customer Satisfaction Towards Cooperative Banks- A systematic Review and Research Agenda
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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.
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Corporate Social Responsibility, Customer Satisfaction, and Customer Loyalty in Banking Institutions: A Literature Review
- First Online: 08 March 2023
Cite this chapter
- Stratos Kartsonakis 6 &
- Evangelos Grigoroudis ORCID: orcid.org/0000-0001-8613-9350 6
Part of the book series: Palgrave Macmillan Studies in Banking and Financial Institutions ((SBFI))
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Corporate social responsibility (CSR) is a concept adopted by various businesses and organizations and it is being constantly examined by researchers. One of the major industries that has incorporated CSR activities into their strategies is the bank sector. Literature in this topic is still being developed and multiple studies have emerged that investigate the impact of CSR on customer satisfaction and customer loyalty. Thus, the aim of this chapter is to review literature on the relationship between CSR, customer satisfaction, and loyalty. Related articles appearing in international journals from 2009 to 2021 have been examined and the findings provide an insight into the various perceptions of CSR and its impact on customer satisfaction and loyalty.
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Kartsonakis, S., Grigoroudis, E. (2023). Corporate Social Responsibility, Customer Satisfaction, and Customer Loyalty in Banking Institutions: A Literature Review. In: Gaganis, C., Pasiouras, F., Tasiou, M., Zopounidis, C. (eds) Sustainable Finance and ESG. Palgrave Macmillan Studies in Banking and Financial Institutions. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-031-24283-0_3
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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 ...
Banks with a high level of customer satisfaction are more likely to have increased profits compared to competitors with lower levels of customer satisfaction (Mbama et al., 2018; Coldwell, 2001). Customer satisfaction has become the center of attention for bankers since it represents an important variable in a more competitive market (Tao, 2014).
The focus is on understanding service quality through the lens of the SERVQUAL model, emphasizing five key dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. These dimensions play a pivotal role in shaping customer experiences and, consequently, overall satisfaction. The review of literature highlights research ...
A Comparative Study On Customer' Satisfaction In ... 1,542 urban cooperative banks and 94,384 rural cooperative banks as of September 2019. ... LITERATURE REVIEW Puja K and Yukti A reveals that Private Banks have more satisfied customers due to good services. Private sector
Review of Literature Customer satisfaction has been considered the essence of success in today's highly competitivebanking industry. Prabhakaran and Satya (2003) mentioned that the customer is ... Jalandhar and The Hindu Co-operative Bank Ltd, Pathankot, from Haryana The Panipat Urban Co-op Bank Ltd and The Sonepat Urban Co-op
The present study identifies the important factors affecting customer satisfaction for cooperative banks of surat city. LITERATURE REVIEW: According to Zeithaml et al (2006:214), "resolving customer problems effectively has a strong impact on customer satisfaction, loyalty, word of mouth communication, and bottom line performance".
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.
KEYWORDS: Co-operative bank, Customer Satisfaction, Service Quality Service quality is a judgemental issue relating to individuals perceived expectation of service and the actual service performance. Many definitions are applied to the concept of service quality. ... REVIEW OF LITERATURE Dr. C. Saraswathy & Dr. R.V.Suganya (2018), This primary ...
Data collected from respondents was analyzed by using qualitative analysis, descriptive, correlation, and regression analysis. Keywords: Service Quality, Customers' expectation and perception, Customer Satisfaction, Customer Gap. DOI: 10.7176/RJFA/11-17-02. Publication date:September 30th 2020.
Customer satisfaction has a crucial role in today's business management and is viewed as a valuable form of customer feedback (Ahmad et al. 2021; Wang, 2020).Oliver defines customer satisfaction as "the consumer's fulfillment response.It is a judgment that a product or service feature, or the product or service itself, provided (or is providing) a pleasurable level of consumption-related ...
Nevertheless, banks' being customer-oriented does not necessarily guarantee customer satisfaction unless a quality service is delivered to satisfy the bank customer (Bamfo et al., Citation 2018). The banking sector of Ghana, which is the focus of this study, has remained a very strategic sector for the nation's quest for development and ...
4. To suggest the measures to improve the functioning of co operative bank V. REVIEW OF LITERATURE 1. Joby Joseph Thoomkuzhy, Merry Elizabeth John, (2018),in their study"Service quality dimensions in Idukki district co-operative bank", conducted to analyze the satisfaction level of the customers who are availing services from the bank.
Customer satisfaction is one of the most important factors in business. When it comes to commercial banks, customer satisfaction level differentiates one bank from another, thus measuring customer satisfaction is exceedingly important. (Zopounidis, 2012, 37.) This is the reason why banks listen to customer requirements and complains.
Literature Review on Customer Satisfaction Dr. Ankur Saxena (Technocrats Institute of Technology - MBA, Bhopal, India) ... The Bank Administration Institute has also examined and evaluate these ideas, in particular Roth and van der Velde (1990, 1991)10. The service management literature argues that customer satisfaction is the result of a ...
Keywords: Customers' Perception, Urban Cooperative bank, Bank Services, Bank in Tiruppur and Dindigul. 1. Introduction: ... and customer satisfaction are going to be differentiations for each bank future success. It is imperative for banks to get useful ... Review of Literature: S. Amolak Singh, Mrs. B. Anusha, M. Raghuvardhan2 ...
Because personnel influence customer satisfaction, performance of employees of the bank will also be examined. The study can be used to improve quality of service in future. 2. Review of Literature Aravmudhan, V (2014), analysed the relationship among service quality, customer retention and customer satisfaction in
The objective of this paper is to review the literature regarding relationship between service. quality and customer satisfaction and their effect in the retail banking industry, from various ...
1. To assess the level of customer satisfaction towards e-banking services provided by Axis Bank. 2. To identify the factors that influence customer satisfaction towards e-banking services provided by Axis Bank. 3. To evaluate the strengths and weaknesses of e-banking services offered by Axis Bank. REVIEW OF LITERATURE PriyankaJha (2018) found ...
The customer satisfaction in private bank is more as compare to public and cooperative bank. ... Most of the literature reviews referred in the paper reveals that as compared to public sector ...