1. INTRODUCTION

1.1 CUSTOMER SATISFACTION
Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four of a Balanced Scorecard.
“Degree of satisfaction provided by the goods or services of a firm as measured by the number of repeat customers”
In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.
However, the importance of customer satisfaction diminishes when a firm has increased bargaining power. For example, cell phone plan providers, such as AT&T and Verizon, participate in an industry that is an oligopoly, where only a few suppliers of a certain product or service exist. As such, many cell phone plan contracts have a lot of fine print with provisions that they would never get away if there were, say, a hundred cell phone plan providers, because customer satisfaction would be way too low, and customers would easily have the option of leaving for a better contract offer.
There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms.

1.2 OVERVIEW OF THE BANKING INDUSTRY:
Banking in India originated in the last decades of the 18th century. The oldest bank in existence in India is the State Bank of India, a government-owned bank that traces its origins back to June 1806 and that is the largest commercial bank in the country back to June 1806 and that is the largest commercial bank in the country responsibilities from the then Imperial Bank of India, relegating it to commercial banking Central banking is the responsibility of the Reserve Bank of India, which in 1935 formally took over these functions. After India's