Hasan, Dr. Syed Akif and Subhani, Dr. Muhammad Imtiaz and Raheem, Saquib (2011): Measuring Customer Delight: A Model for Banking Industry. Published in: European Journal of Social Sciences , Vol. 22, No. 4 (2011): pp. 510-518.
Download (147Kb) | Preview
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.
|Item Type:||MPRA Paper|
|Original Title:||Measuring Customer Delight: A Model for Banking Industry|
|English Title:||Measuring Customer Delight: A Model for Banking Industry|
|Keywords:||Customer Delight, Customer Satisfaction, Customer Retention|
|Subjects:||M - Business Administration and Business Economics; Marketing; Accounting > M3 - Marketing and Advertising > M31 - Marketing
A - General Economics and Teaching > A1 - General Economics > A11 - Role of Economics; Role of Economists; Market for Economists
|Depositing User:||Muhammad Imtiaz Subhani|
|Date Deposited:||15. Nov 2011 10:44|
|Last Modified:||11. Feb 2013 12:19|
Berman, B. (2005). How to delight your customers. California Management Review, 48(1): pp. 129-51.
Brown, W.,S., Bowen, D..E. & Swartz, T.,A. (1992). The future of quality in services. Paper presented at the Quality in Services QUIS-3 Conference, Karlstad University, Sweden, 4 October, 1992.
Dabholkar, P.,A., Thorpe, D.,I. & Rentz, J.,O. (1996). A measure of service quality for retail stores: scale development and validation, Journal of the Academy of Marketing Science,. 24: 3-16.
Gale, T.,B. (1990). The role of marketing in total quality management. In: QUIS-2 Quality in Services Conference Proceedings, University of St. John’s. Minnesota, 5 November 1990.
Mitchell, J. (2003). Hug Your Customers: The Proven way to Personalize Sales and achieve astounding Results. Hyperion.  Jones, T., O. & Sasser, W., E. (1995). Why Satisfied Customers Defect. Harvard Business Review, 73 (6): 89-99.
Kandampully, J. (1997) Firms should give loyalty before they can expect it from customers. Managing Service, Quality, 7(2): 92- 94.
Keiningham, T., L. & Vavra, T., G. (2001). The Customer Delight Principle: Exceeding Customers’ Expectations for Bottom-line Success. Chicago: American of Marketing Association.
Kotler, P. & Amstrong, G. (2001). Principles of Marketing. Upper Saddle River, NJ: Prentice Hall.
Kumar, A., Olshavsky, R.,W. & King, M.,F. (2001). Exploring the antecedents of customer delight. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 14:14-27.
Kwong, K., K. & Yau, O., H., M. (2002). The Conceptualization of Customer Delight: A Research Framework. Asia Pacific Management Review, 7 (2): 255-265.
Oliver, R., L. (1980). A Cognitive Model of the Antecedence and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17:46-49.
Oliver, R.,L. & Rust, R.,T. (1997). Customer delight: foundations, findings and managerial insight. Journal of Retailing, 73(3): 311-77.
Oliver, R., L. & Robert A., W. (1993). Profiles of Consumer Emotions and Satisfaction in Ownership and Usage. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 6:12–27.
Parasuraman, A., Zeithaml, V.,A. & Berry, L.,L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1):12-40.
Paul, J. (2000). Are you delighting your customers?.Non for-profit World, 18(5):34-6.
Reichheld, F., F. & Sasser, W., E. (1990). Zero Defections: Quality Comes to Services. Harvard Business Review, 68 (5):105-111.
Rust, R.,T. & Oliver, R.,L. (2000). Should we delight the customer?. Journal of the Academy of Marketing Science, 28(1):86-94.
Schiffman, L.,G. & Kanuk, L.,L. (2004). Consumer Behavior.Upper Saddle River, NJ: Prentice Hall.
Patterson, K. (1997). Delighted clients are loyal clients. Rough Notes, 140(3): 221-34.
Taylor, S., A. & Baker, T.,L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions. Journal of Retailing, 70(2):163-78.
Zeithaml, V.,A. & Bitner, M.,J. (2003). Services Marketing.Chicago: McGraw-Hill.