Journal Press India^®

Author Details ( * ) denotes Corresponding author

Background: The Indian banking sector is rapidly transforming with digital banking services, making customer delight—beyond satisfaction—vital for loyalty. This study explores customer delight in public and private banks, emphasizing service quality, emotional engagement, and technological convenience.

Objective: To examine the key factors influencing customer delight and compare experiences across public and private sector banks.

Methodology: A structured 25-item survey was conducted with 250 customers. Data were analysed through factor analysis, supported by Cronbach’s Alpha (α = .893) and KMO value of 0.870, confirming reliability and adequacy.

Key Findings: Six major factors emerged: Service Interaction Quality, Relationship Engagement, Performance Reliability, Trust and Knowledge, Transparency and Responsiveness, and Digital Convenience. Private banks performed strongly in innovation, while public banks excelled in trust and emotional engagement.

Conclusion: Personalized service, reliability, and innovation are critical for customer delight, with distinct sectoral strengths guiding strategic improvements.

Keywords

Digital Banking, Queue Management, Promptness of Service, Handling Complaints, Innovative Services

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