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Table Of Contents

1 Introduction
2 Methods and structure
3 Literature review
3.1 Mission statement
3.2 Strategy
3.2.1 CRM as a strategy
3.3 Services marketing
3.3.1 Marketing research
3.3.1.1 Marketing research for services
3.3.2 The services marketing mix
3.3.2.1 Product
3.3.2.2 Price
3.3.2.3 Place
3.3.2.4 Promotion
3.3.2.5 People
3.3.2.6 Process
3.3.2.7 Physical evidence
3.4 Critical reflection on the literature review
4.1 Rabobank
4.1.1 Rabobank’s mission statement
4.1.2 Rabobank’s strategies
4.1.3 Rabobank’s marketing research
4.1.4 Rabobank’s products
4.1.4.1 Rabobank’s payment services
4.1.4.2 Saving at Rabobank
4.1.4.3 Loaning at Rabobank
4.1.4.4 Investing at Rabobank
4.1.4.5 Rabobank’s Mortgages
4.1.4.6 Rabobank’s insurances
4.1.4.7 Rabo Mobile
4.1.4.8 Modern banking at Rabobank
4.1.5 Rabobank’s pricing method
4.1.6 Place and Rabobank
4.1.7 Promotion and Rabobank
4.1.8 People and Rabobank
4.1.9 Process and Rabobank
4.1.10 Physical evidence and Rabobank
4.1.11 Further service improvements for Rabobank
4.2 Swedbank
4.2.1 Swedbank’s mission statement
4.2.2 Swedbank’s strategies
4.2.3 Swedbank’s marketing research
4.2.4 Swedbank’s products
4.2.4.1 Swedbank’s payment services
4.2.4.2 Saving and Investing at Swedbank
4.2.4.3 Loaning at Swedbank
4.2.4.4 Swedbank’s mortgages
4.2.4.5 Swedbank’s insurances
4.2.4.6 Modern banking and Swedbank
4.2.5 Swedbank’s pricing method
4.2.6 Place and Swedbank
4.2.7 Promotion and Swedbank
4.2.8 People and Swedbank
4.2.9 Process and Swedbank
4.2.10 Physical evidence and Swedbank
4.2.11 Further service improvements for Swedbank
4.3 Critical reflection on the empirical study
5.1 Mission statement
5.2 Strategies
5.3 Marketing research
5.4 Products
5.5 Pricing method
5.6 Place
5.7 Promotion
5.8 People
5.9 Process
5.10 Physical Evidence
5.11 Critical reflection on the analysis
6.1 Conclusion
6.2 Recommendations
6.2.1 Both
6.2.2 Swedbank
6.2.3 Rabobank
6.3 Limitations and further research
6.3.1 Limitations
6.3.2 Further research
6.4 Contribution
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Published by Pradyut Das

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Published by: Pradyut Das on Apr 28, 2011
Copyright:Attribution Non-commercial

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11/28/2012

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