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Measuring Customer Delight: A Model for Banking Industry

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Author Info

  • 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.

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Bibliographic Info

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

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

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Keywords: Customer Delight; Customer Satisfaction; Customer Retention;

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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.

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