The Indian banking has come a long way from being a simple business institution to a growing, highly proactive, dynamic and customer focused entity. This transformation has been largely brought about by the large dose of liberalisation and economic reforms that allowed banks to explore new business opportunities rather than generating revenues from conventional streams (i.e. borrowing and lending). This study has tried to find out the major factors that are contributing the most for customer satisfaction in banking services. It was revealed that Innovative services, customer care, network, access, technicalities, behaviour, comfort & image are some of the factors responsible for customer satisfaction in the banking Industry.
