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@article{201525,
        author = {Santhosh and Dr. Rajith Kumar H B},
        title = {Impact of Service Quality on Customer Satisfaction in Urban Cooperative Banks: An Empirical Study},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {12},
        pages = {4553-4557},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=201525},
        abstract = {Urban Cooperative Banks (UCBs) constitute an important sector of the Indian banking system by offering financial services to middle-income groups, small traders, salaried employees, and local entrepreneurs. In the present banking environment, characterized by technological innovation and increased competition, client happiness has emerged as a major predictor of institutional viability and growth. Service quality plays a major role in influencing client views, loyalty, and trust toward banking organizations. The present study explores the impact of service quality on customer satisfaction in selected Urban Cooperative Banks. The study is based on the SERVQUAL dimensions, namely tangibility, reliability, responsiveness, assurance, and empathy. Primary data were acquired from customers of chosen UCBs through a standardized questionnaire. The study employs descriptive and analytical methodologies to measure customer views regarding banking services. The data demonstrate that reliable service delivery, timely response to client requests, and pleasant employee behavior greatly contribute to customer satisfaction. The study suggests that improvement in service quality characteristics can boost customer confidence and enhance the competitive position of Urban Cooperative Banks in the growing financial industry.},
        keywords = {Urban Cooperative Banks, Service Quality, Customer Satisfaction, SERVQUAL, Cooperative Banking, Banking Performance},
        month = {May},
        }