PERFORMANCE OF UCB AND CUSTOMERS SATISFACTION TOWARDS TUCBL

Abstract

UCB (Urban Cooperative Banks) as part of cooperative banking are deemed as the integral part of Indian economic growth. UCB channelise the deposits and saving accumulated into productive loans extended to small and medium scale business ventures. UCBs offers prime banking service to the urban poor i.e., both banking and financial assistance. This research article assessed performance of UCBs and various categories of customers satisfaction towards UCBs is assessed. The study considered 410 TUCBLs (Tirchur Urban Cooperative Limited) customers as sample. The article findings confirmed that 81.80 per cent are pleased with the TUBL staff behaviour towards their customers, they also appreciated the account opening procedure followed by TUBCL (80.40 per cent) and account closing procedures (78.20 per cent). The article also found that there exists association between nature of deposits owned, loan borrowed and services availed by TUCBL customers and their satisfaction towards overall services cum performance of TUCBL. The article concluded with the note that definitely, with able governance and controlling mechanism adoption the UCBs can perform well and support of the apex financial regulation agencies and RBI. In addition, customers play a greater role in sustainability of the UCBs, with their patronage UCBs functioning in Kerala can achieve new highest and new mile-stones. KEY WORDS: Cooperative Bank, Urban Cooperative Bank, Customers Satisfaction.