Advanced Search
MyIDEAS: Login to save this paper or follow this series

Measuring Customer Delight: A Model for Banking Industry


Author Info

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


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.

Download Info

If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
File URL:
File Function: original version
Download Restriction: no

Bibliographic Info

Paper provided by University Library of Munich, Germany in its series MPRA Paper with number 34724.

as in new window
Date of creation: 2011
Date of revision:
Publication status: Published in European Journal of Social Sciences 4.22(2011): pp. 510-518
Handle: RePEc:pra:mprapa:34724

Contact details of provider:
Postal: Schackstr. 4, D-80539 Munich, Germany
Phone: +49-(0)89-2180-2219
Fax: +49-(0)89-2180-3900
Web page:
More information through EDIRC

Related research

Keywords: Customer Delight; Customer Satisfaction; Customer Retention;

Find related papers by JEL classification:

This paper has been announced in the following NEP Reports:


No references listed on IDEAS
You can help add them by filling out this form.


Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
as in new window

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.


This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.


Access and download statistics


When requesting a correction, please mention this item's handle: RePEc:pra:mprapa:34724. See general information about how to correct material in RePEc.

For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Ekkehart Schlicht).

If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

If references are entirely missing, you can add them using this form.

If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

Please note that corrections may take a couple of weeks to filter through the various RePEc services.