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2018•Unpublished venueRequires access

A STUDY ON CUSTOMER DELIGHT IN BANKING

S.Gokul Kumar, M. Raveendran, P. Arun Prakash, T Sisili, B.Devi Abinaya, R.Krishna Prakash, T.Susmitha, K. Nithya

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Abstract

Delight associated with customer, which we call as “Customer Delight” can be defined as pleasing the customer to the extent of surprising him with the product or service. Customer satisfaction, like explained above has got left behind in the present times on front of the endeavors to create a “delighted “customer. Customer Delight creates a very sound foundation for Customer Relationship Management (CRM) and a far better measure for it CRM we know is not a choice, but a prerequisite for survival of companies in the present times. The study is about investigating relationship between the customer delight variables and overall satisfaction of the bank and also the factor influencing the customer satisfaction. Customer delight is one of the major factors that play a significant role in deciding whether to do a business with the certain bank or not. Hence an attempt has been made to measure the customer delight of banks.

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What this paper is about

Delight associated with customer, which we call as “Customer Delight” can be defined as pleasing the customer to the extent of surprising him with the product or service. Customer satisfaction, like explained above has got left behind in the present times on front of the endeavors to create a “delighted “customer. Customer Delight creates a very sound foundation for Customer Relationship Management (CRM) and a far better measure for it CRM we know is not a choice, but a prerequisite for survival of companies in the present times. The study is about investigating relationship between the customer delight variables and overall satisfaction of the bank and also the factor influencing the customer satisfaction. Customer delight is one of the major factors that play a significant role in deciding whether to do a business with the certain bank or not. Hence an attempt has been made to measure the customer delight of banks.

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Available abstract

Delight associated with customer, which we call as “Customer Delight” can be defined as pleasing the customer to the extent of surprising him with the product or service. Customer satisfaction, like explained above has got left behind in the present times on front of the endeavors to create a “delighted “customer. Customer Delight creates a very sound foundation for Customer Relationship Management (CRM) and a far better measure for it CRM we know is not a choice, but a prerequisite for survival of companies in the present times. The study is about investigating relationship between the customer delight variables and overall satisfaction of the bank and also the factor influencing the customer satisfaction. Customer delight is one of the major factors that play a significant role in deciding whether to do a business with the certain bank or not. Hence an attempt has been made to measure the customer delight of banks.

Key concepts: Customer delight, Customer to customer, Customer advocacy, Customer retention, Customer satisfaction, Marketing, Business, Customer equity

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