Crafting Delightful Digital Banking Experiences - Kumaraguru College of Liberal Arts & Science (KCLAS)

The Synergy of Excitement, Satisfaction, and Enjoyable Services

In current world which is moving at a very fast pace, technological advancement has made digital banking to be a popular tool of customer interface. Although making the customer happy is highly desirable, it is not enough any longer in a cut-throat market. The subject of this study is the antecedents of “customer delight” with reference to the digital banking context. These include the factors like excitement, satisfaction and the fun or the pleasurable experieces which not only contributes to customer loyalty but also to the better user experience. Self administered questionnaires were also used and these included both the college students and people in the general public. Among the analysed elements it is found that real-time transaction notifications and peer-to-peer payments, as well as instant enabling and disabling of the card, are the most instrumental when it comes to the value driver ‘customer delight’. Finally, availability of friendly interfaces and round the clock customer service adds onto the value of the banking experience. As the study shows, high security measures and product specialization by age category are critical to addressing the heterogeneity of clients’ needs. Collecting these insights may assist the banks to enhance the quality of their digital services and encourage the customers to be more engaged and loyal in the long term.