Driven by challenges arising from rising customer expectations and shrinking margins, banks have been using technology to reduce cost. Technology intensive delivery channels like Internet Banking, Tele Banking, Mobile banking and Automated Teller Machines (ATMs) etc have created multiple conveniences to users of banks. The banking business is becoming more and more complex with the change; emanating from liberalization and globalization. For a new bank, customer creation is important, but for an established bank it is retention that is much more important.