Today’s competitive market customers have multiple choices before them for picking products and services which suit their lifestyles and tastes and financial requirements as well.  Every bank is providing more or less similar kind of products. So, an unsatisfied customer can easily switch over to another competitor’s bank. So, banks need to be very careful in handling the customers. Banks now go to their customers more often than the customers go to their banks. The share of retail loans is fast increasing in the loan books of banks. It is not that all banks are sharing the same pie of retail business. Retail banking allows banks to cross sell other products and services as it is far easier to sell other products to the same customer rather than search for absolutely new ones. Cross selling is one of the best avenues for relationship. Re-engineering of business with sophisticated technology-based products will lead to business creation, reduction in transaction costs and enhancement in efficiency of operations.

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Keywords: Retail Banking, Banking Products & Services, Customers, Perception.