CUSTOMER DELIGHT-A MILESTONE FOR THE BANKS

Abstract

Banking sector is very competitive and very essential for day to day life. The banking industry is facing new challenges in this competition world. Zambian businesses have faced numerous challenges over the last two years as the economy has struggled to make headway amid a climate of low copper prices, severe energy shortages, a weak Kwacha and rising inflation. It is very difficult to struggle for survival. The tremendous advances in Information technology have brought in a paradigm shift in banking operations. This paper examines customer delightfulness from different banking services in Zambia through a well-structured and pre-tested questionnaire. The study is carried out through survey from 200 respondents from foreign bank, private and public banks through personal contact. The results of the survey are analyzed using chi square test. The findings revealed that customers are aware of electronic services. The paper contributes to the literature in area of customer delight in electronic banking.