Measuring Customer Delight: A Model for Banking Industry

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.