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Abstract
The Indian banking industry is paving the way to the digitalization of customer services. The customers have more choices in choosing their banks to meet out their expectations. Intoday’s competitive environment banks attract more customers to provide efficient services based on their need. Due to the technological development bank customers expect more on banking services. This paper focus on the factors prioritizedby the ‘customers’ for selection of the bank and expectation level of the customers toward services offered by the banks. Convenience sampling technique was applied to collect the data from the customers of the banksand the sample size was determined as 400.The data were collectedand analysed with various tools like anova, t-test and Friedman comparison test to study the expectations and the priorities in which it is expected.