Present scenario focuses on the environment of cut-throat competition, where private and foreign banks are leaving no stones unturned to attract new customers and existing customers of the banking sector to their turf, because customer retention has become the key to the survival of national and international banks. In the competitive world, awareness level of customers is increasing day by day, and their expectations are increasing as they have a wider choice of products and services, and the concept of generation to generation banking has also undergone changes. Customers' loyalty is now conditioned by the quality of products and its delivery mechanism i.e. Service. All these have necessitated the banks to provide better and excellent customer service. New products are added to the basket and above all, computerization and networking is adopted for faster processing and proper information. The latter opened the gate for a host of Delivery channels. Internet services today have become a basic service when they have become sufficiently common place and widely deployed to no longer provide substantive differentiation on a relative basis.