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be distinguish from each other. This question has a unique set of characteristic because it contains the customer delight process which it never been researched till yet. Delight a customer is not just a sample question to answer because customer delighting is not just for individual customer; it's for every individual customer of the bank.

Literature Review for Customer Delight in banking Sector

Delighting the customer is very debatable topic as critics has suggested that if once raised the customer expectation bar then it become impossible to give same level of experience to customer, which in long run will hurt the company reputation as also explained by Oliver and Rust 2000.

Customer delight is a rising concept in marketing and little work has yet been done on it. As such, no consensus is reached about delight but it is generally posited as customer response to unexpectedly good performance from a service firm (Keiningham and Vavra 2001; Kumar 1996).

A Restaurant which provides the best taste food with ample of smiles from its staffs may not be consider as customer delight of the customer if a customer (who has take away food in his hand ) does not receive a courtesy of having a door opened when he is walking out. For example, hotel provides neat and clean room for every guest. The competition has forced the hotel management to offer room service such as room bar, bathroom accessories, and internet connection. But only few hotels providing the services more then customer expected from them such as microwave, weather forecast, real time flight information and so on. As the competition will increase, more services will be provided to the customer to ensure business, public reputation and hotel success as compare to its competitor. Only few well-recognized hotels are offering a microwave, plastic cover for leftover foods, next-days weather report, real-time flight information, and so on. In the near future, the challenges on quality management would be identification to the services which will insure the customer has positive emotional experience from the Product and services.

Customer satisfaction is defined as “The individual's perception of the performance of the product or service in relation to his or her expectations” (Schiffman and Kanuk, 2004).” “Customer satisfaction is extensively recognized as a key authority in the formation of customers' future purchase intent (Taylor & Baker, 1994).”

According to Patterson (1997) “customer delight involves going beyond satisfaction to delivering what can be best described as a pleasurable experience for the client”.

Michael Arthur Johnson explained on his customer delight website that When some one create 'WOW' then you have place a very special peg in the recollection of the customer that is easy to recollect. It creates the opportunity of the customer telling the story regarding their 'WOW' incident to many friends, acquaintances and strangers. It creates the free publicity that you can't place a temporary value to.

Customer delight creates the cycles of customer coming back again and again. It creates the word of mouth publicity to draw new customers without spending any extra money on advertisement. It brings the firm at the top of the list among the competitors with a unique place in the mind of customers and differentiate firm from the rest. It permits you to s