Customer Satisfaction of SHGs with the Primary Agricultural Cooperative Societies (PACS): Evidences from the Field

Abstract

This paper analyses and discusses the customer satisfaction of the members of SHGs who obtained microfinance from the Cooperative banks, since India is the homeland of the SHG Bank linkage programme model of microfinance. The study concludes that the Cooperative banks treat the SHG members as customers and all the respondents informed that they were treated as good customers. The study concludes that majority of the respondents (87.7%) are satisfied with the banking services of the PACS and 11.7% of the respondents are satisfied to some extend and there is only one unsatisfied customer and the study reports that there is a significant relationship between the year of SHG formation and satisfaction of banking services. The study also found that there is inadequacy of loans and women members were forced to visit many times to obtain loans.