Sbi

Improving service quality using service blueprint
of SBI Internet Banking

1

GODAVARI INSTITUTE OF ENGINEERING & TECHNOLOGY
(SCHOOL OF MANAGEMENT STUDIES)
RAJAHMUNDRY-533294
(AFFILIATED TO J.N.T.U, AINADA)
A!"#$%&! '$"( 2)**-2)*3
CERTIFICATE
This is to certify that the project work entitled +I%,(-.&/0 1$(.&!$
23"4&5' 31&/0 1$(.&!$ 643$,(&/51 &/ S7I I/5$(/$5 7"/8&/0, is a bonafide work of
M(. 7.S.S.",&4, R$0#N-9 *355*E))52 submitted in partial fulfilment of
requirement of the award of degree in +MASTER OF 7USINESS
ADMINISTRATION, JNTU AINADA, during the academic year 2)*3-
2)*5.
HEAD OF THE DE:ARTMENT INTERNAL GUIDE
2

3


CONTENTS
CHA:TER-* INTRODUCTION
7AC GROUND
O7JECTIVES OF THE STUDY
NEED FOR THE STUDY
SCO:E OF THE STUDY
RESEARCH METHODOLOGY AND SAM:LING
LIMITATIONS
CHA:TER-2 INDUSTRY :ROFILE
CHA:TER-3 COM:ANY :ROFILE
CHA:TER-4 THEORIETICAL FRAME;OR
CHA:TER-5 DATA ANALYSIS AND INTER:RETATION
CHA:TER-< SUMMURY OF RECOMMENDATIONS,
SUGGESTIONS AND CONCLUSION
=UESTIONNAIRE
7I7LIOGRA:HY

!

C>",5$( I
I/5(-#3!5&-/ 5- M&/& R$,-(5
7"!80(-3/#
"s a student of 1
st
year second #emester $%" with speciali&ation in
'inance and $arketing, ( was searching for a marketing area which should
go along with my career in 'inance di)ision of banking industry and
utili&es most of my 'inance and marketing skills and knowledge* #o it was
narrowed down to the study of (mpro)ing #er)ice +uality using #er)ice
%lueprint in (nternet %anking of #tate %ank of (ndia*
O6?$!5&.$1
The main -6?$!5&.$1 of the study are,
To understand the concept of ser)ice blueprint and importance to
internet banking, this pro)ides effecti)e customer ser)ice*
To get aware of )arious aspects of ser)ice quality in net banking
To build up ser)ice blueprint analysis of (nternet banking of #%(
S!-,$ -@ 153#'
The study is made taking consideration of ser)ice blueprint of #tate %ank
of (ndia* -ith reference to e.perience a)ailed at /ajanagaram branch*
N$$# -@ 5>$ S53#'
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This study is needed to find out the ser)ice quality of (nternet %anking of
#%( and its importance to customer ser)ice*
RESEARCH METHODOLOGY AND SAM:LING
D"5" C-44$!5&-/
The data is to be collected from %ranch $anager and staff of #%(
/ajanagaram and by the official website of #tate %ank 1f (ndia and
2ustomers of #%(*
3rimary data 4+uestionnaire5 has also been considered*
#econdary data with the help of internet, journals, maga&ines,
newspaper etc* are the basic tools for this project*
"part from the data, the analysis, interpretation of the team members had
played a crucial role in this project*
S"%,4&/0
#ample to be taken as simple random sampling
LIMITATIONS
#mall sample si&e, sur)ey may or may not reflect the ideas and 1pinions
of all of %#67 employees*
8ue to the preoccupation of the employees in their work, they could not
spend time with me*
There is e)ery chance of misunderstanding of the questions in such a cause
the response may appropriate*
9

S$(.&!$ 743$,(&/5
#er)ices %lueprinting is a )ersatile and practical technique used for ser)ice
impro)ement and inno)ation* This technique allows to clearly )isuali&ing
ser)ice processes and deli)ery from the customers: point of )iew* The
uniqueness of #er)ices %lueprinting is the unrelenting focus on the
customer as the center and foundation of your business*
C-%,-/$/51 -@ S$(.&!$ 743$,(&/51
There are fi)e components of a typical ser)ice blueprint
; 2ustomer "ctions,
; 1nstage<=isible 2ontact >mployee "ctions,
; %ackstage<(n)isible 2ontact >mployee "ctions,
; #upport 3rocesses, and
; 3hysical >)idence*
Customer actions include all of the steps that customers take as part of
the ser)ice deli)ery process* 2ustomer actions are depicted chronologically
across the top of the blueprint* -hat makes blueprinting different from
other flowcharting approaches is that the actions of the customer are
central to the creation of the blueprint, and as such they are typically laid
?

out first so that all other acti)ities can be seen as supporting the )alue
proposition offered to or co-created with the customer*
The ne.t critical component is the @onstage/visible contact employee
actions, separated from the customer by the line of interaction* Those
actions of frontline contact employees that occur as part of a face-to-face
encounter are depicted as onstage contact employee actions* >)ery time the
line of interaction is crossed )ia a link from the customer to a contact
employee, a moment of truth has occurred*
The ne.t significant component of the blueprint is the @backstage/invisible
contact employee actions, separated from the onstage actions by the )ery
important line of )isibility* >)erything that appears abo)e the line of
)isibility is seen by the customer, while e)erything below it is in)isible*
%elow the line of )isibility, all of the other contact employee actions are
described, both those that in)ol)e non )isible interaction with customers
4e*g*, telephone calls5 as well as any other acti)ities that contact employees
do in order to prepare to ser)e customers or that are part of their role
responsibilities*
The fourth critical component of the blueprint is @support processes
separated from contact employees by the internal line of interaction* These
are all of the acti)ities carried out by indi)iduals and units within the
company who are not contact employees but that need to happen in order
for the ser)ice to be deli)ered*
A

=ertical lines from the support area connecting with other areas of the
blueprint show the inter-functional connections and support that are
essential to deli)ering the ser)ice to the final customer*
'inally, for each customer action, and e)ery moment of truth, the physical
e)idence that customers come in contact with is described at the )ery top
of the blueprint* These are all the tangibles that customers are e.posed to
that can influence their quality perceptions*
'ollowing is the figure showing the blueprint of banking ser)ices,
=alue of blueprinting a banking ser)ice could be listed as,
/einforce a customer oriented focus among employees
1B

(dentify process bottleneck
2larify interdepartmental interfaces
Cighlight the use of resources )i&* employee time and costs
/ational basis to facilitate strategic and tactical decisions
>ncourage quality impro)ement suggestions by all
3inpoint where customers are incon)enienced
Chapter 2
INTERNET 7ANING
The chapter describes in brief about (6T>/6>T %"6D(6E*
I/5$(/$59-
INTRODUCTION, -
There is a sea change in the media world* -hile most consumers see the
news papers, the same maga&ines and listen to the same radio programs,
behind this bland public e.terior there is a seething world of inno)ation,
acquisition, global partnership and di)orces, births and deathsF There are
2 ways you can respond to this 1 is to panic, which may mean simply
curling up in a corner and wishing that it would all go away* The other is to
embrace the new religion with messianic fer)or and go out to proclaim the
11

millennium* ( welcome you to the new emerging world of the (nfo-Cigh-
-ay, destined to redefine the world of communications,
;>"5 I1 I/5$(/$5 7"/8&/0A
(nternet %anking #ystem is a system that has been de)eloped in order to
help clients with the daily day-to-day transactions* (nternet banking
systems means that clients can now do banking at the leisure of their
homes* "lso known as online banking, the system allows both
transactional and non-transactional features* 1nline banking or internet
banking allows customers to conduct financial transactions on a secure
website operated by the retail or )irtual bank
12

H&15-('
The term online banking was first started in ?BGs* The term online became
popular in the late :?Bs and referred to the use of a terminal, keyboard and
T= 4or monitor5 to access the banking system using a phone line* HCome
bankingG can also refer to the use of a numeric keypad to send tones down
a phone line with instructions to the bank* 1nline ser)ices started in 6ew
Iork in 1A?1 when four of the cityGs major banks (C&5&6"/8, C>"1$
M"/>"55"/, C>$%&!"4 "/# M"/3@"!53($(1 H"/-.$() offered home
banking ser)ices using the .&#$-5$B5 system* %ecause of the commercial
failure of )ideote. these banking ser)ices ne)er became popular e.cept in
'rance where the use of )ideote. 4M&/&5$45 was subsidi&ed by the telecom
pro)ider and the JD, where the :($15$4 system was used*
The JDGs first home online banking ser)ices was set up by the
N-55&/0>"% 73&4#&/0 S-!&$5' 46%#5 in 1A?3 *The system used was based
on the JD:s :($15$4 system and used a computer, such as the 77C M&!(-,
or keyboard 4Tandata Td1BB5 connected to the telephone system and
tele)ision set* Typical recipients were gas, electricity and telephone
companies and accounts with other banks* 8etails of payments to be made
were input into the 6%# system by the account holder )ia 3restel* "
cheque was then sent by 6%# to the payee and an ad)ice gi)ing details of
the payment was sent to the account holder* 7ACS was later used to
transfer the payment directly* #tanford 'ederal 2redit Jnion was the first
financial institution to offer online internet banking ser)ices to all of its
members in 1ct, 1AA* 7ater on it was adopted by worldwide banks
13

C>",5$( 3
C-%,"/' :(-@&4$
The chapter describes the 2ompany profile of #tate %ank 1f (ndia which
was taken for the study of project*
S5"5$ 6"/8 -@ I/#&"9-
#tate bank of (ndia is the nationGs largest and oldest bank* Tracing its roots
back some 2BB years to the %ritish >ast (ndia 2ompany 4and initially
established as the %ank of 2alcutta in 1?B05, the bank operates more than
1!,BBB branches within (ndia, where it also owns majority stakes in si.
associate banks* #tate %ank of (ndia 4#%(5 has more than ?B offices in
nearly 3! other countries, including multiple locations in the J#, 2anada,
and 6igeria* The bank has other units de)oted to capital markets, fund
management, factoring and commercial ser)ices, credit cards, and
brokerage ser)ices* The /eser)e %ank of (ndia owns about 0BK of #tate
bank of (ndia*
S-%$ @"!51 "/# @&03($1

1

$' D"5$19
*C)D, The %ank of 2alcutta is established as the first -estern-type bank*

*C)9, The bank recei)es a charter from the imperial go)ernment and
changes its name to %ank of %engal*
1!

*C4), " sister bank, %ank of %ombay, is formed*

*C43, "nother sister bank is formed, %ank of $adras, which, together with
%ank of %engal and %ank of %ombay become known as the presidency
banks, which had the right to issue currency in their regions*

*CD*, The 3residency %anks "ct takes away currency issuing pri)ileges
but offers incenti)es to begin rapid e.pansion, and the three banks open
nearly !B branches among them by the mid-1?9Bs*
*C<D, The creation of 2entral Treasuries ends the e.pansion phase of the
presidency banks*
*92*, The presidency banks are merged to form a single entity, (mperial
%ank of (ndia*
*955, The nationali&ation of (mperial %ank of (ndia results in the
formation of the #tate %ank of (ndia, which then becomes a primary factor
behind the country:s industrial, agricultural, and rural de)elopment*
*9D9, The (ndian go)ernment establishes a monopoly o)er the banking
sector*
*9<2, #%( begins offering merchant banking ser)ices*
*9CD, #%( 2apital $arkets is created*
*995, #%( 2ommercial and (nternational %ank 7td* are launched as part of
#%(:s stepped-up international banking operations*
*99C, #%( launches credit cards in partnership with E> 2apital*
2))2, #%( networks 3,BBB branches in a massi)e technology
implementation*
2))4, " networking effort reaches ,BBB branches*
10

C>",5$( IV
I/5$(/$5 6"/8&/0 "5 S5"5$ 7"/8 -@ I/#&"
The chapter describes the facts about working of internet banking in
state bank of (ndia*
;>$($ S7I E"1A
(n early 1AABGs more than 9BBB branches were using traditional
manual procedures*
These manual procedures were inherited from the (mperial %ank*
Traditional procedures were e)ol)ed o)er decades
=ery few changes were brought in those procedures as per the need
of time*
(n that time, mainframe or mini computers were used for $(#,
/>2162(77"T(16 L 'J68 #>TT7>$>6T 3/12>##, or we
can say that for backhand operations purpose*
C>"/0$1 6(-30>5 &/ I/@-(%"5&-/ T$!>/-4-0' 6' S7I9-
(n the ne.t decade internet facility was pro)ided for indi)iduals
"ll #%( branches were connected and "T$G# were launch
19

2BB1 - D$3E appointed consultant for preparing (T 3lan for the
%ank*
7ater on 2ore banking proposed by the (T consultancy company*
2BB2 M "ll branches computeri&ed but on decentrali&ed systems,
there the initiati)e of core banking took place
2BB?- more than 0!BB branches 4A!K of business5 on 2ore %anking
#olution 42%#5
(nternet %anking facility for 2orporate customers were also
launched in early 2BB?
$ore (nterfaces de)eloped with e-2ommerce L other sites through
alternate channels like "T$ L 1nline %anking
"ll 'oreign 1ffices were brought on 2entrali&ed #olution
7arge network is playing the role of backbone for connecti)ity
across the country
$ultiple #er)ice 3ro)iders are pro)iding the links M %#67, $T67,
/eliance, Tata L reliance which are making the system errorless and
pro)ide high speed.
$ultiple Technologies to support the networking infrastructure M
7eased lines, 8ial-up, 28$" L =#"T
C7S - C-($ 7"/8&/0 S'15$% C-%,-/$/51
1?


CHA:TER-4
T>$-($5&!"4 F("%$E-(8
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Definition and Characteristics of Services
The importance of the ser)ice sector in recent years is reflected in the
increased part of ser)ices of the national economies* There is a dramatic
shift toward ser)ices in the world economy and the number and di)ersity
of ser)ice pro)iders increases constantly* (n this competiti)e en)ironment,
the ser)ice companies ha)e to be faster, leaner, work more efficiently and
pro)ide better ser)ice quality in order to stay competiti)e*
(n the 1A0Bs, 9Bs and ?Bs a range of definitions of ser)ices was suggested*
(n 1AAB the following definition was proposed,
1A

@" ser)ice is a process consisting of a series of more or less intangible
acti)ities that normally, but not necessarily always, takes place in
interactions between the customer and ser)ice employees and<or physical
resources or goods and<or systems of the ser)ice pro)ider, which are
pro)ided as solutions to customer problems
#er)ices ha)e many characteristics that distinguish them from physical
goods* "s stated by some of the main differences between ser)ices and
physical goods are that ser)ices are processesN they are intangible and
heterogeneousN they cannot be kept in stock and there is no transfer of
ownershipN production, distribution and consumption are simultaneous
processes in the ser)ice conte.tN the core )alue is produced in buyer-seller
interactions and most importantly in ser)ice conte.ts customers participate
in the production process* This last characteristic of ser)ices that customers
participate in the production process is of utmost importance when the
issue of ser)ice quality is discussed* The reason is that because of the
participation of customers in the production of the ser)ice, the quality of
the ser)ice is directly percei)ed by the customer in the time of production*
That is why ser)ice quality can be defined as the quality as it is percei)ed
by customers and therefore the measurement of ser)ice quality has been a
real challenge for ser)ice pro)iders*
T("#&5&-/"4 S$(.&!$1 =3"4&5'
8uring the past two decades many researchers ha)e made in)estigation
about ser)ice quality and its importance for the differentiation of the
ser)ice and for gaining competiti)e ad)antage has been recogni&ed* @>arly
2B

scholarly writing on ser)ice quality suggested that ser)ice quality stems
from a comparison of what customers feel a company should offer 4their
e.pectations5 with the companyGs actual ser)ice performance 4Oeithaml
et* al*, 2BBB, p* !5* 1ne of the first researchers to suggest that the concept
of ser)ice quality was strongly related to trust and perceptions was
Eummesson 41A9A5* 7ater, ErPnroos ? introduced the notion of @Total
3ercei)ed #er)ice +uality which defines how a customer percei)es the
difference between the e.pected ser)ice and the e.perienced ser)ice*
@#er)ice $anagement and $arketing, " customer /elationship
$anagement "pproach, "ccording to all these early findings, ser)ice
quality was accepted as a measure of how well the customer e.pectations
were met by the deli)ered ser)ice* 3arasuraman, Oeithaml and %erry
41A??, p* 1!5 defined ser)ice quality as @the o)erall e)aluation of a ser)ice
firm that results from comparing that firmGs performance with the
customerGs general e.pectations of how firms in that industry should
perform*
$any researchers ha)e tried to define the dimensions of ser)ice quality*
There are two main used methods to define the dimensions of ser)ice
quality 4#antos, 2BB35* "ccording to the first method, ser)ice quality is
defined in terms of functional quality 4@how the ser)ice is deli)ered Q
process5 and technical quality 4@what ser)ice is deli)ered Q outcome5
4ErPnroos, 2BBB5* The second method tries to define ser)ice quality with
the help of specific characteristics of a gi)en ser)ice* 'or e.ample,
3arasuraman et "l* 41A??5 describe ser)ice quality in fi)e to ten
21

dimensions 4responsi)eness, reliability, assurance, tangibles and empathy5*
These fi)e dimensions for defining ser)ice quality constitute the
#>/=+J"7 instrument de)eloped by 3arasuraman et "l* This instrument
has been de)eloped to measure ser)ice quality based on the difference of
customersG e.pectations and perceptions for a gi)en ser)ice 4the so called
disconfirmation method5* (t has been )ery popular and widely used in the
field of #er)ice $arketing and $anagement* The idea of measuring
ser)ice quality by comparing customersG e.pectations and perceptions of a
gi)en ser)ice has been critici&ed in recent years* 1pponents of this
approach argue that measuring only customersG perceptions is more
reliable* #ome of the opponents are 2ronin and Taylor, who de)eloped the
#>/=3>/' instrument in 1AA2* This instrument is similar to the
#>/=+J"7 instrument, but it measures ser)ice quality only on the basis
of customersG perceptions of a gi)en ser)ice* 1ther opponents to the
disconfirmation method are 8abholkar, #hepherd and Thorpe 42BBB5 who
ha)e found that measuring only the perception of customers can better
e)aluate their intention and e)aluation* 'urthermore, 8abholkar et "l*
42BBB5 state that in this way, detailed ser)ice quality studies can be
performed with the use of more efficient, simpler and cross-sectional
designs* "ll the abo)e findings ha)e led to defining ser)ice quality as an
o)erall e)aluation of ser)ice performance* 7ooking at both ways of
defining ser)ice quality, based on e.pectation and perceptions, it becomes
ob)ious that ser)ice quality is a multi-dimensional concept, which means
different things to different people 4%rady L 2ronin, 2BB15*
22

S53#&$1 -/ T("#&5&-/"4 7"/8&/0 S$(.&!$1 =3"4&5'
/esearchers ha)e used the #>/=+J"7 scale to measure the quality of
)arious ser)ices, including bank ser)ices 42owling L 6ewman, 1AA!5*
"ccording to the study conducted by 2owling and 6ewman in 1AA!
concerning the #>/=+J"7 scale, one bank found out that the highest
disparity between the e.pectations and perceptions of customers was found
to e.ist for reliability, responsi)eness, and empathy, and the lowest for
tangibles* "lso, concerning the banking industry, by using the critical
incident technique, Rohnston 41AA!5 e.amined the ser)ice quality
perceptions of the customers* Ce found out 1? ser)ice quality attributes,
"ccess, "esthetics, "ttenti)eness<helpfulness, ")ailability, 2are,
2leanliness<=ery satisfied, 8esired 7e)el, Oone of Tolerance, "dequate
7e)el, and 8issatisfied*
(n addition, by using conjoint e.periments to measure the ser)ice quality
of retail banks, 1ppewal and =riens 42BBB5 proposed the use of 2?
attributes including four ser)ice quality dimensions to e)aluate ser)ice
quality* These four dimensions are, accessibility, competence, accuracy and
friendliness, and tangibles* 1f those four dimensions, the most important in
23

determining banking preference turned out to be the accuracy and
friendliness, followed by competence, tangibles and accessibility*
E-S$(.&!$1
D$@&/&5&-/ "/# C>"("!5$(&15&!1 -@ E-1$(.&!$1
>-ser)ices are ser)ices deli)ered o)er the (nternet* The fact that the
ser)ices are deli)ered o)er the (nternet pose some challenges to the ser)ice
pro)iders* 'irst of all, the direct contact between ser)ice employees and
customers is missing and secondly the ser)ice deli)ery setting is
completely changed* (n the case of e-ser)ices, websites become the
@moment of truth between customers and the company 4(wwarden, -iele,
%all L $illen, 2BB35* "s a result the websites 4user-interface5 determine to
high e.tent how the ser)ice is deli)ered to the customers* 2ustomers
e)aluate both what the company offers and how it offers it* %ecause of the
lack of face-to-face interaction with ser)ice representati)es, the user
interface 4site design5 is what customers of e-ser)ices interact with, and as
such it can be e.pected to influence their e)aluation of the o)erall ser)ice
quality* That is why it is ad)isable that companies consider )ery well the
design and function of their websites as well, because customers might get
frustrated and e)entually be discouraged of )isiting the website if it cannot
be accessed easily or the work with it is )ery slow* "dditionally, the
information content of the website is considered to be important for online
e)aluations 4ErPnroos, 2BBB5*
E-1$(.&!$1 =3"4&5'
2

>-ser)ice quality is defined as o)erall customer assessment and judgment
of e-ser)ice deli)ery in the )irtual marketplace 4#antos, 2BB35* %usinesses
that ha)e been e.perienced and successful in offering e-ser)ices are
starting to apprehend that besides website presence and low price, the
important success or failure factors also include the electronic ser)ice
quality 4Iang, 2BB1N Oeithaml, 2BB25* 1ne of the reasons for the increase
importance of e-ser)ices quality is that o)er the (nternet, it is much easier
for customers to compare different ser)ice offerings than through
traditional channels 4#antos, 2BB35* Thus, customers of online ser)ices
e.pect equal or higher le)els of ser)ice quality than the customers of
traditional ser)ices 4#antos, 2BB35*
The importance of deli)ering high quality e-ser)ices has been recogni&ed
by many companies, but still there is the problem of how the quality of
online ser)ices is defined, which its determinants are and how it can be
actually measured* There e.ist many models and methods for measuring
the quality of traditional ser)ices 42owling L 6ewman, 1AA!N Rohnston,
1AA!N %ahia L 6antel, 2BBBN 1ppewal L =riens, 2BBB5, but there is not
that much research made on the quality of ser)ices deli)ered o)er the
(nternet 42o. L 8ale, 2BB15* /ecently, there ha)e been two approaches to
studying e-ser)ices that can be distinguished* The first approach suggests
the study of e-ser)ice quality on the basis of already e.isting ser)ice
quality theory 4ErPnroos, 2BBBN Oeithaml et "l*, 2BBB5* The other approach
suggests the study of e-ser)ice quality through empirical research and the
de)elopment of new categories of e-ser)ices 4#&ymanski L Cise, 2BBB5*
2!

O/4&/$ S'15$%1 =3"4&5'
8efinition and (mportance in /elation to the #tudy of >-ser)ice +uality
8iscussing online ser)ices, we cannot measure their quality, simply from
researching the online ser)ice quality dimensions* The reason for that is
that online ser)ices are quite different from the traditional ser)ices, where
an interpersonal ser)ice encounter takes place*
(n an interpersonal ser)ice encounter, where customers ha)e direct contact
with ser)ice personnel, the way ser)ice personnel beha)es, talks, smiles
and etc* will influence to a high e.tent the satisfaction of the customers
with the ser)ice deli)ered* (n the )irtual space customers communicate
with the company through an information system* %y using the (nternet as
a ser)ice deli)ery channel, companies should be aware of the fact that
some aspects of the human interaction of traditional ser)ice settings cannot
be replaced by technology 42o. L 8ale, 2BB15* #uch aspects, according to
2o. and 8ale 42BB15 are for e.ample courtesy, friendliness, helpfulness,
care, commitment, fle.ibility and cleanliness* The absence of these aspects
of human interaction through which quality can be deli)ered to customers
will ha)e to be compensated by other quality factors, for e.ample different
features of the companyGs website, through which the online ser)ices are
deli)ered* That is why a literature re)iew on the online systems quality is
necessary for the purpose of this study*
%anksG websites, transaction technicalities, decision making con)enience,
interacti)e interrogation, specialty information, search efficiency, physical
back-up and technology thrill*
20

E-7"/8&/0 S$(.&!$1
>-%anking ser)ices are banking ser)ices deli)ered o)er the (nternet* The
ser)ices pro)ided by banks o)er the (nternet which once included only
checking of accounts ha)e recently e)ol)ed to include a full range of
banking ser)ices* (t is not rare the case nowadays, when nearly all ser)ices
accessible at the branch or by phone can be accessed on the (nternet as
well* The de)elopment of technology allows banks to offer not only
@branch-based ser)ices o)er the (nternet, but also new added-)alue
ser)ices which are a)ailable only online such as electronic commerce, real-
time brokerage, financial information menus, e-mail alerts and third party
ser)ices 4ta. payment, portals or management of electricity bills5 42enteno,
2BB35*
E-S= (E-S-=UAL "/# E-R$!S-=UAL) I/15(3%$/5 @-( M$"13(&/0
O/4&/$ S$(.&!$1 =3"4&5'
>-#+ (nstrument is an instrument similar to the #>/=+J"7 scale,
de)eloped pacifically for measuring online ser)ices 4e-ser)ices5 quality*
The model has been de)eloped in 2BBB and tested and re)ised in 2BB2 by
3arasuraman, Oeithaml and $alhotra who made an e.ploratory study on
quality perceptions of customers as far as online shopping is concerned*
The de)elopment of this instrument went through three stages* 8uring the
first stage the researchers used qualitati)e study with si. focus groups with
si. to se)en participants in each group 4Oeithaml et "l*, 2BBB5*
'urthermore, they claim that @the responses of focus-group participants to
29

e-ser)ice quality 4e-#+5 dimensions were remarkably consistent across the
groups, e.perience le)els, and e-ser)ice businesses discussed* The focus
groups re)ealed that consumers use basically similar dimensions in
e)aluating e-#+ regardless of the type of product or ser)ice being
e)aluated on the (nternet 4Oeithaml et "l*, 2BBB, p*1!5*
The dimensions for measuring e-ser)ice quality, found out at that stage
were ele)en,
/eliability, responsi)eness, access, fle.ibility, eases of na)igation,
efficiency, assurance<trust, security<pri)acy, price knowledge, site
aesthetics and customi&ation <personali&ation*
C>",5$( 5
2?

S$(.&!$1 ,(-.&#$# 6' S7I &/5$(/$5 6"/8&/0
2hapter deals with the information related to )arious ser)ices an products
of #%( internet banking
O/4&/$ S7I (www*onlinesbi*com)
S5"5$ 7"/8 -@ I/#&" is (ndiaGs largest bank with a branch network of o)er
11BBB branches and 0 associate banks located e)en in the remotest parts of
(ndia* S5"5$ 7"/8 -@ I/#&" (S7I) offers a wide range of banking products
and ser)ices to corporate and retail customers*
1nline#%( is the (nternet banking portal for #tate %ank of (ndia* The portal
pro)ides anywhere, anytime, online access to accounts for #tate %ankGs
/etail and 2orporate customers* The application is de)eloped using the
latest cutting edge technology and tools* The infrastructure supports
unified, secure access to banking ser)ices for accounts in o)er 11,BBB
branches across (ndia*
RETAIL 7ANING9-
The /etail banking application is an integration of se)eral functional areas,
and enables customers to,
(ssue 8emand 8rafts online
Transfer funds to own and third party accounts
2redit beneficiary accounts using the =(#" $oney Transfer,
/TE#<6>'T feature
Eenerate account statements
#etup #tanding (nstructions
2A

2onfigure profile settings
Jse eTa. for online ta. payment
Jse e3ay for automatic bill payments
(nterface with merchants for railway and airline reser)ations
")ail 8>$"T and (31 ser)ices
COR:ORATE 7ANING9-
The 1nline#%( corporate banking application pro)ides features to
administer and manage corporate accounts online* The corporate module
pro)ides roles such as /egulator, "dmin, Jploader, Transaction $aker,
"uthori&er, and "uditor* These roles ha)e access to the following
functions,
$anage users, define rights and transaction rules on corporate
accounts
"ccess accounts in se)eral branches with a single sign-on
mechanism
Jpload files to make bulk transactions to third parties, supplier,
)endor and ta. collection authorities*
Jse online transactional features such as fund transfer to own
accounts, third party payments, and draft issues
$ake bill payments o)er the (nternet*
"uthori&e, modify, reschedule and cancel transactions, based on
rights assigned to the user
Eenerate account statement
3B

>nquire on transaction details or current balance
V"43$ "##$# 1$(.&!$1,
Ta. payments to central and state go)ernments through site to site
integration*
#upply 2hain 'inance4 e-='#- >lectronic =endor 'inance #cheme5
8irect 8ebit 'acility
2ore %anking Transactions
(nternet %ank transactions for incoming /TE#<6>'T Transactions
(nternet banking transactions for #%( and associate banks
8ebit facility where suppliers can directly debit their customerGs
account through internet banking
:RODUCTS AND SERVICES9-
>-Ticketing
#%( >-Ta.
%ill 3ayment
/TE#<6>'T
>-3ayment
'und Transfer
Third 3arty Transfer
8emand 8raft
2heque %ook /equest
"ccount #tatement
31

Transaction >nquiry
8emat "ccount #tatement
8onation
*) E-TICETING 9-
Iou can book your railway, air and bus tickets online through 1nline#%(*
To book your train ticket, just log on to irctc*co*in and create an (8 there at
if you do not ha)e one* #ubmit your tra)el plan and book the ticket4s5-
either
i-ticket 4where the deli)ery of tickets will be made at your address5

or
>-tickets 4wherein after successful payment transactions, an e-ticket

is generated which can be printed any time* 'or an e-ticket, the
details of photo identity card will required to be filled in5
"nd select #tate %ank of (ndia in the payment options* Iou will be
redirected to (nternet %anking site of #%( 4www*onlinesbi*com5* "fter
submitting the respecti)e (8 and password, you can select your account*
"fter a successful debit, /ailways will generate the ticket* >-ticket can be
printed by you whereas the i-ticket will be dispatched by (/2T2 at the
gi)en address* #er)ice charges S /s*1B<- per transaction shall be le)ied in
addition to the cost of the ticket* 2ancellation of >-ticket can be done by
logging on to (/2T2:s siteN refund amount will be credited to your account
directly within 2-3 days* 'or cancellation of i-ticket, you shall be required
to submit your ticket at a computeri&ed counter of /ailways and on
32

cancellationN the amount shall be credited back to your account*
Iou can also book your "ir ticket through the e-ticketing feature* 7ogon to
(ndian "irlines website to make a payment for an e-ticket through #tate
%ank of (ndia, you need to select #%( as the payment option* The payment
request will be redirected to (nternet %anking site* The request may be
processed based on )alues sent from the airlines website* 1nce a
transaction is processed, an appropriate response will be sent to airlines
site to update the status of the transaction* Iou can print the >-ticket
immediately*
To book bus tickets to destinations in Darnataka, log on to the D#/T2
website* 3ro)ide details about the start and end points of your journey, date
of journey and number of tickets* =erify a)ailability of seats on the
selected date and confirm the transaction* #elect 1nline#%( to make the
payment* 3ro)ide your credentials and select the #%( account that will be
debited for the payment* Iou are pro)ided a D#/T2 reference number for
your e-Ticket*
2) S7I E-TAF9-
Iou can pay your ta.es online through #%( >-Ta.* This facility enables
you to pay T8#, (ncome ta., (ndirect ta., 2orporation ta., -ealth ta.,
>state 8uty and 'ringe %enefits ta.* 2lick the e-Ta. link in the home page*
Iou are displayed a page with two links 8irect Ta. and (ndirect Ta.*
2lick the 8irect Ta. link* Iou will be redirected to the 6#87 site where
33

you can select an online challan based on the ta. you wish to pay* 3ro)ide
the 3"6, name and address, assessment year, nature of payment and bank
name* 1n selecting the bank name as #%( and submitting the form, you
will be redirected to the (nternet %anking site* "fter submitting the
respecti)e (8 and password, you can select your account for making
payment of ta.es* "fter payment is successful you can print the >-/eceipt
for the payment* The >-receipt can be printed at a later date also and the
same can be retrie)ed from, >nquiries T 'ind Transactions T #tatus
>nquiries T 2lick on the respecti)e transaction to print the ta. receipt*
The (ndirect Ta. link is used to make 2entral >.cise and #er)ice Ta.
payments to 2entral %oard of >.cise and 2ustoms* The online payment
feature facilitates anytime, anywhere payment and an instant >-/eceipt is
generated once the transaction is complete* The (ndirect Ta. payment
facility is a)ailable to /egistered 2entral >.cise<#er)ice Ta. "ssesse who
possesses the 1! digit 3"6 based "ssesse 2ode* Iou can make 2%>2
payments using the (ndirect Ta.es link a)ailable in the 3ayments<Transfers
tab* Iou need to pro)ide your assesse code as registered with 2%>2 and
select the minor heads towards which you intend to pay ta.* #elect the
appropriate ta. type and enter the ta. amount* #elect an account for
debiting the total ta. amount* Iou can use any of your transaction accounts
to make the payment* (f a payment is successful, 2%>2 pro)ides a link to
generate an >-/eceipt for the payment*
(nternet banking customers can pay ta. through site to site integration* 'or
go)ernment agencies, which are not (nternet-enabled, 1nline#%( offers the
3

Eo)ernment Ta. 3ayment facility* This facility is a)ailable as a post login
feature in the retail and corporate banking sites of the 1nline #%( portal*
3lease note that the cut-off time for 17T"# and 2%>2 payment is ? 3*$*
(#T* "ny transactions created after the cut off time will be processed after
9 "*$* on the following day*
3) 7&44 :"'%$/5 9-
" simple and con)enient ser)ice for )iewing and paying your bills online*
6o more late payments
6o more queues
6o more hassles of depositing cheques

Jsing the bill payment you can :)iew and 3ay )arious bills online, directly
from your #%( account* Iou can pay telephone, electricity, insurance,
credit cards and other bills from the comfort of your house or office, 2
hours a day, 30! days a year* #imply logon to http,<<www*onlinesbi*com<
with your credentials and register the biller to which you want to pay, with
all the bill details* 1nce the bill is uploaded by the biller, you can make
payment online* Iou can see :how do i: to learn the steps for using the
facility*
Iou can also set up "uto 3ay instructions with an upper limit to ensure that
your bills are paid automatically whene)er they are due* The upper limit
ensures that only bills within the specified limit are paid automatically,
3!

thereby pro)iding you complete control o)er these payments*
The e-3"I ser)ice is a)ailable in )arious cities across the country and you
can now make payments to se)eral billers in your region*
4) RTGSGNEFT 9-
Iou can transfer money from your #tate %ank account to accounts in other
banks using the /TE#<6>'T ser)ice* The /TE# system facilitates transfer
of funds from accounts in one bank to another on a Ureal timeU and on
Ugross settlementU basis* This system is the fastest possible interbank
money transfer facility a)ailable through secure banking channels in (ndia*
/TE# transaction requests will be sent to /%( immediately during working
hours post working hours requests are registered and sent to /%( on ne.t
working day* Iou can also schedule a transaction for a future date* Iou can
transfer an amount of /s*1 lac and abo)e using /TE# system*
6ational >lectronic 'unds Transfer 46>'T5 facilitates transfer of funds to
the credit account with the other participating bank* /%( acts as the ser)ice
pro)ider and transfers the credit to the other bank:s account*
6>'T transactions are settled in batches based on the following timings
1* 0 settlements on weekdays - at BA,BB, 11,BB, 12,BB, 13,BB, 1!,BB
and 19,BB hrs*
30

2* 3 settlements on #aturdays - at BA,BB, 11,BB and 12,BB hrs*
(n order to transfer the funds to an account with other bank, kindly ensure
that the bank branch of the beneficiary is co)ered under the /ET#<6>'T
payment system* (t is recommended that you choose the %ank< %ranch
from the drop down option pro)ided under the link U"dd (nterbank
beneficiary* 3lease e.ercise care to pro)ide the correct account number
and name of the beneficiary*
5) E-:"'%$/5 9-
Iou can pay your insurance premium, mobile phone bills and also you can
purchase mutual fund units by coming from the billerGs website and
selecting state bank of (ndia in the payment option*
7(2 3/>$(J$9 'or paying premium of 7(2 policy logon to
www*licindia*com and register your policy details* -hen the premium is
due select #tate %ank of (ndia in the make payment option*
#%( $utual 'J689 Iou can in)est in the #%( $utual 'und schemes
online* 7ogon to www*sbimf*com and select the scheme in which you want
to make in)estment in the payment option select #tate %ank of (ndia*
22"=>6J>#9 >njoy shopping at the 22")enue #hopping $all and
purchase from a wide )ariety of products and ser)ices through 22")enue
39

2ertified =endors* $ake payments for your purchases using your (nternet
enabled #%( accounts*
D) F3/# T("/1@$( 9-
The 'unds Transfer facility enables you to transfer funds within your
accounts in the same branch or other branches* Iou can transfer
aggregating /s*1 lakh per day to own accounts in the same branch and
other branches* To make a funds transfer, you should be an acti)e (nternet
%anking user with transaction rights* 'unds transfer to 33' account is
restricted to the same branch*
Rust log on to retail section of the (nternet %anking site with your
credentials and select the 'unds Transfer link under 3ayments<Transfers
tab* Iou can see all your online debit and credit accounts* #elect the debit
account from which you wish to transfer funds and the credit account into
which the amount is to be credited* >nter the amount and remarks* The
remarks will be displayed in your accounts statement for this transaction*
Iou will be displayed the last fi)e funds transfer operations on your
accounts* 1n confirming the transaction, you will be displayed a
confirmation page with the details of the transaction and the option to
submit or cancel the funds transfer request* " reference number will be
generated for your record*
<) T>&(# :"(5' T("/1@$( 9-
Iou can transfer funds to your trusted third parties by adding them as third
party accounts* The beneficiary account should be any branch #%(*
3?

Transfer is instant* Iou can do any number of Transactions in a day for
amount aggregating /s*1lakh*
To transfer funds to third party ha)ing account in #%(, you need to add and
appro)e a third party, you need to register your mobile number in personal
details link under profile section* Iou will recei)e a 1ne Time #$#
password on your mobile phone to appro)e a third party* (f you do not
ha)e a mobile number, third party appro)al will be handled by your
branch* 1nly after appro)al of third party, you will be able to transfer
funds to the third party* Iou can set limits for third party transactions made
from your accounts or e)en set limits for indi)idual third parties*
C) D$%"/# D("@5 9-
The (nternet %anking application enables you to register demand drafts
requests online* Iou can get a demand draft from any of your "ccounts
4#a)ings %ank, 2urrent "ccount, 2ash 2redit or 1)erdraft5* Iou can set
limits for demand drafts issued from your accounts or use the bank
specified limit for demand drafts*
Iou can opt to collect the draft in person at your branch, quoting a
reference to the transaction* " printed ad)ice can also be obtained from the
site for your record*
"lternati)ely, you may request the branch to courier it to your registered
address, and the courier charges will be reco)ered from you*
(f you ha)e any queries, kindly approach your branch, quoting the
reference number generated for the request*
3A

9) C>$23$ 7--8 R$23$15 9-
Iou can request for a cheque book online* 2heque book can be requested
for any of your #a)ings, 2urrent, 2ash 2redit, and 1)er 8raft accounts*
Iou can opt for cheque books with 2!, !B or 1BB cheque lea)es* Iou can
either collect it from branch or request your branch to send it by post or
courier* Iou can opt to get the cheque book deli)ered at your registered
address or you can pro)ide an alternate address* 2heque books will be
dispatched within 3 working days from the date of request*
Rust log on to retail section of the (nternet %anking site with your
credentials and select the 2heque %ook link under /equests tab* Iou can
)iew all your transaction accounts* #elect the account for which you
require a cheque bookN enter the number of cheque lea)es required and the
mode of deli)ery* Then, submit the same*
*))A!!-3/5 S5"5$%$/5 9-
The (nternet %anking application can generate an online, downloadable
account statement for any of your accounts for any date range and for any
account mapped to your username* The statement includes the transaction
details, opening, closing and accumulated balance in the account*
Iou can generate the online account statement for any date range or for
any month and year* The account statement can be )iewed online, printed
or downloaded as an >.cel or 38' file* Iou also ha)e the option to select
B

the number of records displayed in each page of the statement* The options
are 2!, !B, 9!, 1BB and "77*
**) T("/1"!5&-/ E/23&(' 9-
1nline#%( pro)ides features to enquire status of online transactions* Iou
can )iew and )erify transaction details and the current status of
transactions* Iour =(#" transactions can also be )iewed separately* Rust
log on to retail section of the (nternet %anking site with your credentials
and select the #tatus >nquiry link under the >nquiries tab* Iou will be
displayed all online transactions you ha)e performed* To )iew details of
indi)idual transactions, you need to click the Transaction /eference
number link* Iou are displayed the debit and credit account details,
transaction amount, narration and transaction status
*2)D$%"5 A!!-3/5 S5"5$%$/5 9-
1nline#%( enables you to )iew 8emat account statement and maintain
such accounts* The bank acts as your depository participant* (n the third
party site, you can mark a lien on your 8emat accounts and use the funds
to trade on stock using funds in your #%( sa)ings account*
Iou can )iew 8emat account details, and generate the following
statements, statement of holding, statement of transactions, statement of
billing*
*3)D-/"5&-/9-
1

Iou can make donation to religious and charitable institution by using
(nternet %anking of #%(* #imply log on to http,<<www*onlinesbi*com< with
your credentials and go to 3ayment and transfer and click on make
donation link* "fter selecting the debit account select the
religious<charitable institution whom you want to offer donation* "fter
successful payment you can print an >-receipt for the donation made*
C>",5$( D
S;OC "/"4'1&1 -@ S7IH1 &/5$(/$5 6"/8&/0
The chapter describes #trengths, -eaknesses, opportunities,
challenges of #tate %ank of (ndia*
S5($/05>19-
Ereater reach to customers
+uicker time to market
"bility to introduce new products and ser)ices quickly and
successfully
2

"bility to understand its customersG needs
2ustomers are gi)en access to information easily across any location
Ereater customer loyalty
>asy online application for all accounts, including personal loans
and mortgage
2 hours account access
+uality customer ser)ice with personal attention
;$"8/$11$19-
7ack of awareness among the e.isting customers regarding internet
banking
1bsolesce of technology take place )ery soon specially in terms of
security on internet*
3rocedure for applying for id and password for using ser)ices
related to internet banking takes time*
7ack of knowledge is found regarding internet banking in employees
of #%(
(mplementation of newer technology is little bit complicated
>mployees needs training to obtain knowledge regarding (-banking
O,,-(53/&5&$19-
"ppro.imately A!K of customers are not using internet banking*
2ore competency can be achie)ed in terms of banking if focus is
made on awareness of internet banking
2an become 1
st
)irtual bank of (ndia*
2oncentration of )arious ser)ices should be made using internet
banking
C>"44$/0$19-
3

$aintaining %usiness >dge o)er competitors in the conte.t of
sameness in (T infrastructure
$ultiple )endor support is necessary for working of highly comple.
technology
$aintaining secured (T infrastructure for business operations
"lternati)e must be there in case of failure of system
C>",5$( <
R$!-%%$/#"5&-/1 "/# S300$15&-/1
The chapter gi)es recommendations and suggestions to #%(*
R$!-%%$/#"5&-/1 & S300$15&-/19-

T("&/&/0 "/# "E"($/$11 "%-/0 $%,4-'$$19-
(t is recommended that #tate %ank of (ndia should conduct )arious
training programmes for the employees, so that they will get aware with
the terms of internet banking* "fter such programmes they can create
awareness amongst the consumers*
EB!>"/0$ -@ &/@-(%"5&-/ -/ 5>($"51 "/# .34/$("6&4&5&$1 "5
",,(-,(&"5$ @-(3%19-
There should be an open end discussion on the threats and
)ulnerabilities coming across the functioning of internet banking work
by the employees in the )arious official forums and meets*
73&4# "/ -,5&%"4 -,$("5&/0 %-#$4 6' 3/#$(15"/#&/0 E>&!>
"!5&.&5&$1 5- ($5"&/ !-44"6-("5$ "/# -351-3(!$9-
There should be clear sight of operations which needs to outsource to
other companies, this will lead to ease in work for employees*
1utsourcing operations like, cyber security department, building (T
structure on internet*
7"/8 1>-34# C($"5$ "/# 1315"&/ !315-%$(, &/.$15-( "/# ($034"5-(
!-/@&#$/!$ 6' "#-,5&/0 &/5$(/"5&-/"4 "!!-3/5&/0
15"/#"(#1 9-"dopting international standards adds some more star to
the glory of any company, #%( should impose such standards when it
comes to internet banking or )irtual banking, this will enhance the
goodwill of #%( among regulator, customers and in)ertors*
!

7"/8 1>-34# "/5&!&,"5$ "/# 0$5 ,($,"($# @-( ($034"5-(' !>"/0$19-
7aws regarding (T or cyber laws get change as per the need* #%( should
anticipate such kind of changes and get loaded with )arious plans and
actions*
F-!31 -/ &#$/5&@'&/0 !-($ !-%,$5$/!$9-
#%( possess some unique characteristics or positi)e points in it and with
the help of them it can become a leader in market* %ank should identify
such points and concentrate to flourish them more* This can be done
with the help of internet banking, as internet banking of #%( is getting
largely accepted by customers*
M-($ 15($11 1>-34# 6$ 0&.$/ -/ 1$!3(&5' !-/!$(/ -/ &/5$(/$5,-
There are some people who are into unethical practices of hacking of
accounts of customers* This is nothing but the breach in the security of
the #%( on internet* There should be some measures in order to pre)ent
such practices* (T structure should be unbreakable*
C-/!431&-/
#tudying the project we came to know that (nternet banking is clearly the
way forward for the #tate %ank of (ndia* (t pro)ides comfort to customers
at the same time it pro)ides cost cutting to #%( by eliminating physical
documentation* (nternet banking sa)es time of bank as well as those of
customers*
0

#tudy states that internet banking pro)ides greater reach to customers*
'eedback can be obtained easily as internet is )irtual in nature* 2ustomer
loyalty can be gain* 3ersonal attention can be gi)en by bank to customer
also quality ser)ice can be ser)ed*
%ank should know that 6o system is perfect, howe)er a system of such a
type will need to be )ery secure* This is a system which holds account
details and customers wealth* (f such a system was not trusted and not
reliable, then #%( would face serious laws and would lose business*
"fter studying the #-12 analysis, we came to know )arious strengths of
#%( such as quality customer ser)ice, greater reach, customer loyalty, easy
access to information, 2 hours access, easy online applications etc* #%(
should put efforts to multiply the number of strengths* (n terms of
weakness ( come to know some of the major weaknesses they are lack of
awareness of internet banking among the customers, obsolesce of
technology related to security, complicated procedures of a)ailing internet
banking facilities, lack of knowledge among the employees of #%(* #%(
should concentrate on the weaknesses and reduce them to &ero*
(n the third segment of #-12 analysis of internet banking we dealt with
opportunities like A! K market of internet market is untapped, #%(Gs path
to become first )irtual bank* %y encashing such opportunities bank can
become the leader in banking sector of (ndia* (n the last segment ( come to
know about )arious challenges which are in front of #%(, like sameness in
(T infrastructure within )arious banks, need of )arious )endor supports for
9

comple. technology, maintaining secured (T infrastructure, alternati)e
mechanism in case of failure of present security system*
The company can take the ad)antage of the reputation it has created in the
market for itself and become more competiti)e
The recommendations and suggestions gi)en, if adopted will impro)e the
position of the company substantially and optimal profitability coupled
with better ser)ice and satisfactions for in)estors may be achie)ed*
7&64&-0(",>'
7--81 9-
S7I T("&/&/0 03&#$ @-( &/5$(/$5 6"/8&/0
;$61&5$19-
www*statebankofindia*com
?

www*onlinesbi*com
www*weikipedia*com
www*google*com
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Improving service quality using service blueprint

of SBI Internet Banking

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

i-ticket 4where the deli)ery of tickets will be made at your address5

>-tickets 4wherein after successful payment transactions, an e-ticket

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

6o more late payments

6o more hassles of depositing cheques

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

Improving service quality using service blueprint

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