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Culture Documents
India
Customer Satisfaction
Vs
Service Quality
Presentation by
A.Krishna Kumar
Deputy Managing Director (IT)
State Bank of India
6th Banking Technology 2010 Conference &
Banking Technology Awards 2009
January 28, 2010
Contents of Presentation
Customer Satisfaction
State Bank of
India
Service Quality
Custormer Satisfaction
Customer satisfaction is the key to remain in
business
Customer should get what is needed
State Bank of
India
Service Quality
Customer needs go on changing. Expectations continue
to increase. Quality level needs to be improved
accordingly.
State Bank of
India
State Bank of
India
Customer Feedback
Discover customer dissatisfaction
Identify customer needs
Discover priorities of Quality
Compare performance with the competition
Determine opportunities for improvement
State Bank of
India
State Bank of
India
State Bank of
India
State Bank of
India
State Bank of
India
SBI: IT Architecture:
Enabling 24*7 IT Operations
Stakeholders
Customers
State Bank of
India
ATM
Network of Branches
External Agents
Group Companies
Prospects
Internet Banking
Mobile
Banking
Shared operations
centre(s)
Associate Banks
Other Banks & Alliances
RBI
OPERATING UNITS
Product Development
Corporate Office
Call
Centre
Help
Desk
Resource Management
ALM
Treasury
Risk Management
State Bank of
India
ATM Project
Numbers
Card base
Connectivity
Transaction
Volume
Cash dispensed
Internet Banking
Retail Services
State Bank of
India
Customer to Self
Customer to Customer
Customer to Utility Service Provider
Customer to Institutions
Customer to e-commerce sites
Customer to Government
Corporate Services
Business to Self
Business to Business
Business to Employees
Business to Institutions
Business to Government
No. of Users:
4 million
Services:
Funds transfers (including
through RTGS & NEFT,
Payment of utility bills,
Payment of taxes, Booking of
Rail/Air tickets
Mobile Banking
Services
State Bank of
India
State Bank of
India
State Bank of
India
State Bank of
India
State Bank of
India
Revamping Network
Scaling up ATM installations to 25000
within this year
Opening 1000 branches every year
State Bank of
India
State Bank of
India
Thank you