Customer satisfaction measures how well a company meets customer expectations of a product or service. It helps companies learn their strengths and weaknesses, increase customer lifetime value, reduce negative word of mouth, and differentiate themselves. Commercial banks provide services like accepting deposits, loans, mortgages, and basic investments. Their primary functions are accepting deposits, advancing loans, cheque clearing, and credit creation. Secondary functions include agency services like collections, securities purchases, foreign exchange, and general utility services like lockers and traveler's cheques. The Marathe Committee Report of 1984 reviewed credit assessment and management by the Reserve Bank of India and recommended more careful analysis of projection statements by banks, classification of current assets/liabilities per Reserve Bank norms, maintaining a