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What Customer s Perceive as a Value in Retail Banking

Who is a customer ?

 A person, company or other entity

which buy goods and services produced by another person, company or other entity.

What is perception ?

 Perception is the process by which

organisms interpret and organize sensation to produce a meaningful experience of the world.

Why customer s important?


 In a hyper competitive all commercial banks

are faced with challenges of retaining the existing and attracting the new customers.
 Maintaining existing customers base is

more important then attracting the new customer .

 Customer loyalty and satisfaction are

essentials to bank success.

 Customer loyalty is a major contribution to

sustainable profit growth.

What customer s perceive ? Everything Excellent !!!!!!

Competence: Bank should be Possessed with required

skills and knowledge to perform the service. a. Knowledge and skills of the contact personnel. b. Knowledge and skill of the operational support personnel. c. Research capability of the bank .

Courtesy: Courtesy of the Banks employees. a. Politeness b. Respect

Consideration d. Consideration for customer assets e. Friendliness f. Clean and neat appearance
c.

Credibility: Credibility a. Trustworthiness b. Believability

c.

Honesty

Security: Security a. No Risk i.

Physical Safety Financial Security Confidentiality

ii.

iii.

Access: Approachability and ease to contact. a. Service is easily accessible b. Waiting time is not extensive

c.

Convenient hours of operation

d. Convenient location of service facility

Communication: Informing the customers in a language they

can understand and listening to them


a. Explaining the service itself b. Explaining the cost of service

Explaining the trade off between service and cost d. Assuring the problem handling.
c.

Understanding/Knowing the customer : Making the efforts to understand the

customers needs a. Understanding customers specific needs


b. Providing individualized attention

c.

Recognizing the customer

Tangibles: Physical evidence of the service:a. Appearance of physical facilities b. Appearance of personnel and

communication material
c.

Other customers in the service facility

Reliability: The ability to perform the promised service

dependably and accurately


a. Service is performed right at the first time b. The company keeps its promises in

accuracy in billing c. In keeping records correctly d. In performing the services in designated time

Responsiveness: The readiness of employees to help

customers and to provide prompt service


a. Timeliness of service b. Mailing a transaction slip immediately c.

Setting up appointments quickly

Thank You

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