• Rutuja Rajesh Deshmukh
• Dr. M. S. Suganthiya

The front office is the main component of the retail banking serving as the primary point of interaction between costumers and institution. This research paper examiners the front office operation of ABHINANDAN URBAN CO-OPERATIVE BANK LTD., with a focus on understanding customer service, operational workflow, documentation efficiency and customer satisfaction. The study is based on primary data collected during a six-week internship through observation, interaction with bank staff and customer feedback from some respondents. Secondary data were obtained from internal documentations, annual reports and regulatory guidelines. The findings observed while customer satisfaction is high in term of staff behavior, service accuracy and communication, issues such as long waiting times, dependence on manual processes and system delays. The research identifies challenges and opportunities through SWOT analysis and evaluates the impact of front office activities on customer satisfaction through hypothesis testing. Recommendations include adopting digital workflow system, strengthening staff training, improving management and enhance customer awareness program. The study underscores the importance of front office efficiency in customer trust and improving operational performance in cooperative banks.

Retail Banking, Front Office Operations, Customer Satisfaction, Urban Co operative Banks, Service Efficiency, Documentation & KYC, Digital Banking.

"A STUDY ON OPERATIONAL ASSESSMENT OF RETAIL BANKING AND CUSTOMER INTERFACE MANAGEMENT AT ABHINANDAN URBAN CO- OPERATIVE BANK LTD.", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.12, Issue 11, page no.g126-g132, November-2025, Available :http://www.jetir.org/papers/JETIR2511660.pdf

"A STUDY ON OPERATIONAL ASSESSMENT OF RETAIL BANKING AND CUSTOMER INTERFACE MANAGEMENT AT ABHINANDAN URBAN CO- OPERATIVE BANK LTD.", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.12, Issue 11, page no. ppg126-g132, November-2025, Available at : http://www.jetir.org/papers/JETIR2511660.pdf