Banking Management

Presented by: Ashwin Tripathi Amina Fernandes Mayank Sharma Poorti Kapoor Ritika Rochlani Sonali Agrawal Vikky Srivastava Vijay Gupta

Service Quality Model

1st Gap : Difference in Customers expectation & management `s perception of customers expectations. 2nd Gap : Difference between managements' perceptions of customers` expectations & Service Quality Specification. 3rd Gap : Difference between Service Quality Specification & the real service Delivery.

4th Gap : Difference between service delivered & the external Communication deliverd.
5th Gap: Difference between Customer Expectations & their perception of service quality.

Gap Analysis: HSBC BANK

Offering Service at convenient timing Full Fledged ATM facilities Insurance and Locker Services

Zero waiting Time

Un informed Bank Personnel's

Additional New Products

Customer Friendly Rate of Interest

Feeling of Unsafe online and mobile Service usage

Contents
Product (ATM) Existing Features Product Innovation Product Improvement

Existing Features & Constraints

Cash withdrawing Balance Inquiry Changing PIN

Provided features:

Transfer of money in accounts of same bank. Limited money transfer (50,000 Per day)

Constraints:

Product improvement

Inter bank transaction Out of cash message to be displayed Transaction failure message Larger Screen

Inter bank transaction: money can be transfered from one account to the other by paying a marginal amount. Out of cash message to be displayed: If money is not available in the ATM then this message should be displayed rather than the customer actually processing and then getting to know.

Transaction failure message : In case, if a transaction fails then a message should be sent to the respective bank regarding the same so that probability of any double entry can be eliminated. Larger Screen: As the potential of an ATM will be increased to a larger extent therefore a larger screen is needed for the convenient.

Product Innovation
Utility Bill payments Saving and current a/c deposit Trading window and share Purchase Reward point on cash withdrawal Bus and train Passes Sponsorship to transaction slips Advertisement on screens

Utility Bill payments: Payments like telephone bill payments, tax payments, LIC premiums, electricity bill payments, etc. Saving and Current a/c deposit: any body can deposit an amount up to the limit of Rs 25,000. Reward point on cash withdrawal: After each withdrawal from other than home ATM, customer will get reward points.

Trading window and share Purchase: ATM will display current benchmark index values and share price of their respective share units. Bus and train Passes: ATM will be able to provide passes as well along with the cash withdrawal. Sponsorship to transaction slips: Banks may look to get the sponsors for the transaction slips. This will reduce the banks overall costs.

Advertisement on screens: ATMs may generate good amount of money by getting advertisements from insurance companies, mutual fund companies and other financial or non financial companies.

Thank You