The article explores how customer satisfaction and trust affect customer loyalty in Sri Lankan banks. The researchers found that there is a strong positive connection between customer trust and loyalty, customer satisfaction and loyalty, and customer satisfaction and trust. They also discovered that customer satisfaction plays a crucial role in influencing customer loyalty. Additionally, customer trust is influenced by customer satisfaction, showing that satisfaction is a key factor in building trust. The study suggests that customer satisfaction indirectly impacts loyalty through trust. Future studies could replicate these findings in different service industries and compare government and private banks for more insights.