Satara District Co-op Bank Customer Satisfaction Analysis

Satara District Co-operative Bank plays a crucial role in rural development by providing essential banking services in the Satara District. With 307 branches, 12 Extension counters, and 10 Divisional Offices as of March 2022, it has a significant presence. This article assesses the customer satisfaction of the bank, examining various aspects of its services.

The government wants to increase the income of farmers and co-operative banks are the front line facilitator in rural development by providing good banking services and easy rural credit. This paper is assessed the customer satisfaction of Satara district co-operative bank customers.

Co-operative Banks Overview: “Cooperative banks in India have become an integral part of the success of Indian Financial Inclusion story. They have achieved many land marks since their creation and have helped normal rural Indian to feel Empowered and secure. Cooperative banks in India have a history of almost 73 years Y. B. Chavan, Hon’ble late Balasaheb Desai & Hon’ble late Kisan Veer. At present The Indian banking system consists of 12 public sector banks, 22 private sector banks, 44 foreign banks, 56 regional rural banks, 1,485 urban cooperative banks, and 96,000 rural cooperative banks in addition to cooperative credit institutions Banks are working in India and fulfilling approximately 50% rural credit needs of the total rural credit need of Indian People. NABARD is responsible for regulating and supervising the functions of Co-operative banks. The first co- operative bank in India was Establish in Gujarat. At present 97,000 rural cooperative banks banks are working in India. All co-operative banks are commercial banks providing general banking services as other private and public banks in India. Co operative banks are working in District or state level as per their structure with a small number of branches. All Co- operative banks are registered under the state co- operative societies Act. Every state has its own co- operative societies Act. “

Satara District Co-operative Bank At present Satara District co-operative bank is the biggest co-operative bank in of Satara district and consecutively provides the highest loan for rural activity in the Satara district. Satara District co-operative bank in 1949 after adopting the Rural Credit Survey of Reserve Bank of India, known as Satara District Co-operative Bank. At present Satara Bank is working with its 307 branches, and 12 Extension counters along with 10 Divisional Offices (as on 31st March 2022, banking primary credit co-operative society (Provide some and small banking services in the highly rural area) and 200 non-banking co-operative societies (E.g. Dairy Societies, Water Boat Men Societies, Telecom Societies, etc). All bank branches and societies have been authorized only to work within the border limit of the Satara District only because it is a District level co- operative bank and working in Satara District.

• Review of Literature: Gogoi, Dr. Bidyut Jyoti, (2020). Customer satisfaction has a positive influence on the customer loyalty. A satisfied customer spreads good word of mouth about the experience encountered. The journey of the customer begins right from choosing a location to exploring the place and back home. The customer remembers the good moments in the entire journey and relates it to his everyday experiences. If the entire journey at the location is cherished upon, this spreads out faster than any promotional campaigns. This is what the service providers should think of capitalizing on instead of looking out for new customers and new promotional techniques.
• Hema Adhikari, dr. Kamal Joshi, (2018).
  District co-operative banks are two folds, on the one hand they are supposed to provide cheap and timely credit to rural masses and on the other hand have to ensure their profitability and viability in turbulent interest regime. To be able to create a balance between their social objective and economics compulsion these banks were needed to change working strategy. In conclusion, it can be pointed out that the financing of agricultural development as a part of rural development, through the concerned District co-operative bank has been partially effective.

Table 1. Financial Position of Satara District Co-operative bank  Fig.in ‘”000″

Table 2 Customer Satisfaction of Satara District Co-operative Bank

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Conclusion, Suggestions and Limitations;

Conclusion: Customer satisfaction of Satara District Co- operative Bank is 74.09%. It is a good satisfaction level of customers. It has consisted three-part of service namely “Infrastructure and Instruments of Bank”, “Staff Competency” and “Financial Activities” on which customers’ satisfaction levels are 71.21%, 77.21%, and 73.67% respectively. Customer satisfaction is also good on the “Infrastructure and Instruments of Bank”, “Staff Competency” and “Financial Activities”.

Suggestions: Satara District Co-operative Bank needs to improve the online banking services, complaint solution/grievance Redressal cell, locker facility, ATM services, demand draft facility, the interest rate on loan, the process of loan taken, services related information, parking facility, Bank collects loan in a gentle manner. Limitations Customer satisfaction result is limited to the 100 sample people who have at least one type of account in Satara District Co-operative bank.

Limitations: Customer satisfaction result is limited to the 100 sample people who have at least one type of account in Satara District Co-operative bank.

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