The fast pace of changes have radically and perceptibly transformed the operational environment of the banking sector. The IT revolution is of entirely changing the way banking business is done and has considerably widened the range of products and increased the expected demand of the customers.The new private sector banks had a distinct advantage over the nationalized banks as they were able to start their operations with fully computerized services from day one. Foreign Banks were already offering such services. The nationalized banks, with their social obligations, were having a large number of branches operating manually and a huge customer base. But then the presence of new private/foreign banks with their attractive products and service packages, the customers had several options. This set a new trend in banking industry. Retaining the existing customer base and expanding the same became the order of the day. The competition among the banks became very intense. The leading banks, therefore, quickly shifted their focus to provide prompt, efficient customer service and offering variety of hi-tech banking products/services.