Vol. 2, Issue 10, Part A (2016)

Abstract
Commercial banks are playing important role in the Indian Financial System and also the well-being of rural people. These banks are providing loans to rural people for their economic stability. The relationship between service quality and customer satisfaction has a direct impact. The results of most research studies reveal that service quality and customer satisfaction are indeed independent but are closely related. The service sector has tremendous development due to their differentiate service. In order to retain customers the organization wants to provide facilities. For this purpose the organization treat their existing customers in a better way than finding new customers. Customers are always taking the service with a lot of expectation. These expectations can meet by the organization by providing quality services with personal consideration. The importance of service quality has been increased in these recent years some5times there may be difference between customer’s expectation and actual perception. The cooperative banks also contribute to the development of nation. A number of products and service offered by cooperative banks. The important products offered by the cooperative bank include deposit and loans. The deposits are again classified in to S.B account, Current Account, Recurring deposits, fixed deposits and cash certificates. The loans include loan to salaried employees, housing loans, educational loans, loan of physically challenged persons. Service include clearing, safe deposit locker, ATM, Demand Draft /Pay Order. In this study the service quality of cooperative banks at Thrissur District by taking customers samples. The study is descriptive in nature. Both primary and secondary data are collected for measuring service quality. SERVQUAL tool is used for this purpose. Reliability, Responsiveness, Assurance, Empathy and Tangibility were five dimensions considered for the study