Journal Press India^®

Author Details ( * ) denotes Corresponding author

The Co-operative Bank has a history of almost 100 years. The Co-operative Banks are an important constituent of the Indian Financial System, judging by the role assigned to them, the expectations they are supposed to fulfill and the number of offices they operate. Customer is the core component in banking business. The business of banking cannot function without customers, nor is the business done by acquiring a certain number of customers. It is a continuing process of transactions culminating into a long term banker-customer relationship. In order to retain customers, organizations must work harder on managing individual customer relationships. Relationship building can be possible through quality delivery of service. Measurement of service quality is an important step towards relationship building with customers. The present study seeks to evaluate the gap between the customer's expectation and perception. This gap analysis clearly provides an insight into banks as to where they are lacking and how much.

Keywords

 Co-operative Banks, Relationship marketing, Quality, Satisfaction, Dimensions

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