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Measuring Customer Delight: A Model for Banking Industry

Author

Listed:
  • Hasan, Syed Akif
  • Subhani, Muhammad Imtiaz
  • Raheem, Saquib

Abstract

Customer Satisfaction has been generally researched and is being used to attain competitive advantage. Since everyone in the market is trying to satisfy its customers, it becomes imperative for the organization to delight its customers. Customer delight in the banking sector study has found that how the account holder of banks can be delighted not just by their services but by reaching beyond the expectations of the customers. Research was initiated with exploratory investigation through 300 personal interviews to identify the elements that create delight in the mind of customers. This enabled the generation of a customer delight model with eight variables. These eight variables are the fundamentals of a customer delight model. Delight model was tested on 3000 Bank account holders confirming the successful validation of the research using t-test technique. The findings revealed that all eight variables are very necessary in delighting the customers.

Suggested Citation

  • Hasan, Syed Akif & Subhani, Muhammad Imtiaz & Raheem, Saquib, 2011. "Measuring Customer Delight: A Model for Banking Industry," MPRA Paper 34724, University Library of Munich, Germany.
    • Handle: RePEc:pra:mprapa:34724
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    Citations

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    Cited by:

    1. Hasan, Syed Akif & Subhani, Muhammad Imtiaz & Osman, Ms. Amber, 2012. "Consumers’ versatile buying behavior irrespective to high and low involvement products," MPRA Paper 37665, University Library of Munich, Germany.
    2. Ji, Chunli & Prentice, Catherine, 2021. "Linking transaction-specific satisfaction and customer loyalty – The case of casino resorts," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    3. Sonja Fourie & Michael Goldman & Michael McCall, 2023. "Designing for loyalty programme effectiveness in the financial services industry," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(3), pages 502-525, September.
    4. DonHee Lee, 2019. "Effects of key value co-creation elements in the healthcare system: focusing on technology applications," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 389-417, June.
    5. Dalilis Escobar Rivera & Marti Casadesús Fa & Paulo Alexandre Costa Araújo Sampaio & Alexandra Simon Villar, 2019. "Exploring the Role of Service Delivery in Remarkable Tourism Experiences," Sustainability, MDPI, vol. 11(5), pages 1-19, March.
    6. Gouthier, Matthias & Weimann, Jürgen, 2017. "Kundenbegeisterung durch herausragende Service-Erlebnisse - Einsatz von Service Excellence bei Banken," Marketing Review St.Gallen, Universität St.Gallen, Institut für Marketing und Customer Insight, vol. 34(1), pages 28-35.

    More about this item

    Keywords

    Customer Delight; Customer Satisfaction; Customer Retention;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • A11 - General Economics and Teaching - - General Economics - - - Role of Economics; Role of Economists

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