Project Plan: Customer Delight Statistics and Analysis in Banking

This project plan focuses on analyzing customer delight statistics within the banking system, specifically using HSBC bank as a case study. The introduction highlights the importance of customer delight, emphasizing the difference between simple satisfaction and genuine delight, and its role in customer retention and bank growth. The project aims to analyze customer satisfaction statistics and identify strategies for improvement. The problem statement addresses issues such as poor service and lack of customer loyalty. The literature review emphasizes the impact of customer experience on the bank's success, supported by secondary data from books and journals. The conclusion reinforces the importance of maintaining strong customer relationships for the growth and development of the banking system. The project plan covers the project's aims, objectives, problem statements, and literature review, demonstrating a structured approach to understanding and improving customer satisfaction in the banking industry.

Project plan
(Customer Delight statistics
and analysis in the banking
system)

Table of Contents
Introduction......................................................................................................................................3
An Overview of Project Idea.......................................................................................................3
Project aims and Objectives........................................................................................................3
Problem Statement......................................................................................................................3
Literature and Secondary Data....................................................................................................4
Conclusion.......................................................................................................................................4
REFERENCES................................................................................................................................5

Introduction
An Overview of Project Idea
Customers play a main role in Banking sector, now satisfying customers is not enough
for businesses they have to make their customers delighted. There is always a difference between
totally satisfied and simply satisfied customers. To overcome this differences the customers must
be treated well, the needs and demands of the customer not only get fulfil it should met their
expectations (Mishra, 2018). The aim of this project is to analyse whether in banking sector,
customers attain delightful experience. Customers Delight helps banking sector in retention of
customers and build a strong relationship with them, as they are the one who brings new
customers without any efforts because of the services provided by the banks. The Banks plays an
important role in country, the banking system should be healthy and sound for smooth
functioning. The customers should be highly satisfied with the services provided by Bank, they
becomes demanding for getting high quality services. Thus, the bank must provide an excellent
services so that they can attract more customers (Rafiq, 2019).
Project aims and Objectives
Project aim
“To analysis the statistics of customer satisfaction within banking system. A study on HSBC
bank”.
Project Objectives
 To develop basic understanding regarding the customer delight.
 To identify strategies for analysing statistics of customer satisfaction in banking system.
 To ascertain the relationship between Customer Delight statistics and banking system.
Problem Statement
Banking is a complicated business as it needs a trust of the clients and it is very difficult
to have a faith on banks. There are several problems which is faced by the customers regarding
the services of HSBC. The services provided by the bank is one of the major issue generally they
provide bad service to their customers. Even the clients face the problem of loyalty towards the
bank they have lack of respect for loyalties (Akter et. al., 2020). The bank usually charges a
hidden fees from its customers it is a top issue which is faced by the people.

Literature and Secondary Data
Literature review refers to the process of collecting secondary information through books,
articles, journals and many other sources. These sources will helps in gathering of secondary
information regarding the topic. This is important part of the project plan because it support in
achieving all objectives in successful and systematic manner.
According to the Petzer and Roberts-Lombard (2020), the success of HSBC Bank
depends on the customer experiences and the services provided by them. It is important for the
bank to give excellent services so that they bring new customers and increase growth of the
bank.
As per the view presented by Customers cannot be delighted if they are not fully satisfied
with the services. A dissatisfied people can switch the bank and also speaks negative words for
the bank.
Conclusion
From the above given information it is been concluded that the bank should maintain a
healthy relationship with their customers as they are the one who can increase growth and
development in banking system.

REFERENCES
Books and Journals
Rafiq, M., 2019. Digital banking is an important ingredient for the future of banking. Journal of
Digital Banking. 4(2). pp.144-151.
Akter, K and et. al., 2020, October. Quality Assurance of Banking Sector Services through Multi-
criteria Decision Theory. In 2020 4th International Symposium on Multidisciplinary
Studies and Innovative Technologies (ISMSIT) (pp. 1-5). IEEE.
Petzer, D.J. and Roberts-Lombard, M., 2020. Delight and Commitment—Revisiting the
Satisfaction-Loyalty Link. Journal of Relationship Marketing. pp.1-37.
Mishra, I., 2018. Customer Delight-A Milestone for the Banks. Asian Journal of Research in
Social Sciences and Humanities. 8(3). pp.239-256.