Customer satisfaction is an important term in service industry. In recent years the hi-tech services of the bankers changed the banking environment, rules and operations of the banking industry in the world wide. Bankers should identify and improve the factors upon which they can limit the customer defection. The bankers must not only concentrate in customer satisfaction but also in the customer retention which would work in the long run. The study has adopted the well known branch of multivariate analysis of factor using SPSS 11.5 version, in order to get the interpretable solutions clearly. The study has been carried out by using frequency distribution for meaning personal data of the respondents, one sample t-test to identify the nature of responses of the customer about various factors of customer services and satisfaction. The study had been carried out by evaluating service factors of the customers in awareness of the banking transactions, hi-tech services and relationship of the customer with the banker. The study also identified certain problems and reasonable suggestions are also given to overcome such lapses in the banking industry.
