Product: Deposits, loans, LC etc Price: interest charged by the banks Place: Location analysis of the bank and

nd its branches Promotion: making the customer aware of the services and benefits provided by the bank.

 Physical evidence: layout of the place, factors that helps to make the process much easier and smoother People: employees Process: overall procedure involved in using the services offered by the bank.

 service experience usually occurs in the physical environment of an organization

influence behaviors and helps to generate an image Provides cues of firm's capabilities and quality

Attention to the customer

 Service encounter stage:

Moment of truth

Tangibles, Employees and core service

Offering guarantees and potential solutions

 Post purchase stage:

customers evaluate service quality and their satisfaction or dissatisfaction with the service experience
Expectation and performance

Thank you