Abstract

15Nov 2017 A CONCEPTUAL STUDY ON CUSTOMER DELIGHT IN BANKS. Mrs. R. mathangi , Dr. O. T. V. Latasri and Dr. L. J. Chaarlas. Research Scholar Commerce (F.T),Shrimathi Indira Gandhi College, Trichy. Assistant Professor, PG and Research Dept. of Commerce, Shrimathi Indira Gandhi College, Trichy. Associate Professor ? Head, Department of Commerce, St. Joseph?s College, Trichy.

Highlights

  • It is essential that the banks has to innovate strategies and promote technology driven, user friendly services to increase the market share to project a positive image. It is against this back ground this study made an attempt and identified the concepts of customer delight in banking services

  • The banks need to be prepared for following impending regulatory changes as well as enhance their focus on some of the supervisory concerns relating to customer complaints that have been observed by RBI. These are extremely important from the view point of customers. (4)

  • Oliver suggests that when the expectation is exceeded greatly to a surprising degree, consumers would not have expected the product / service to be so good, giving rise to customer delight.(14), (7)

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Summary

RESEARCH ARTICLE

A CONCEPTUAL STUDY ON CUSTOMER DELIGHT IN BANKS. Mrs R. mathangi[1], Dr O. Latasri[2] and Dr L. 1. Research Scholar Commerce (F.T),Shrimathi Indira Gandhi College, Trichy. 2. Assistant Professor, PG and Research Dept. 3. Associate Professor – Head, Department of Commerce, St. Joseph’s College, Trichy

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