This research paper explores the significance of customer-centric banking in the context of capital small finance banks (CSFB), focusing on how satisfaction and service delivery contribute to the overall customer experience. As the banking sector becomes increasingly competitive, customer satisfaction has emerged as a crucial differentiator. CSFB, being a pioneer in small finance banking, aims to deliver personalized and inclusive financial service, especially in underserved regions. The paper analyzes the service quality dimensions, banking technologies grievance redressals mechanisms, and overall responsiveness to customer needs at CSFB. The study uses survey in secondary data to evaluate the bank approach to enhancing customer loyalty and trust. Results suggest that efficient service delivery, digital innovation, and empathetic relationship management significantly affect customer satisfaction and long-term loyalty in small finance bank