Servqual model is simplified RATER model however is a simple and useful model for qualitatively exploring and assessing

customers' service experiences.

TANGIBLES - the appearance of physical facilities, equipment, personnel and information material RELIABILITY - the ability to perform the service accurately and dependably RESPONSIVENESS - the willingness to help customers and provide a prompt service ASSURANCE - a combination of the following

Competence - having the requisite skills and knowledge

Courtesy - politeness, respect, consideration and friendliness of contact staff Credibility - trustworthiness, believability and honesty of staff

Security - freedom from danger, risk or doubt EMPATHY - a combination of the following: Access (physical and social) - approachability and ease of contact Communication - keeping customers informed in a language they understand and really listening to them Understanding the customer - making the effort to get to know customers and their specific

Gap 1: The difference between management perceptions of what customers expect and what customers really do expect Gap 2: The difference between management perceptions and service quality specifications - the standards gap Gap 3: The difference between service quality specifications and actual service delivery - are standards consistently met? Gap 4: The difference between service delivery and what is communicated externally - are promises made consistently fulfilled? Gap 5: The difference between what customers expect of a service and what they actually receive

CUSTOMER Word-of-mouth Communications

Personal Needs

Past experience

Expected Service Gap 5 Perceived Service Service Delivery Gap 4 External Communications To Customers

PROVIDER

Gap 3 Gap 1 Service Quality Specs Gap 2 Management Perceptions of Customer Expectations

We can assess service quality from the customers perspective We can assess the expectations and perceptions of internal customers - eg other departments or services we deal with We can track customer expectations and perceptions over time and the discrepancies between them We can compare the expectations and perceptions of different customer groups - this is particularly useful in the public sector We can compare a set of Servqual scores against those of competitors or best practice examples

 We

can use data on customer priorities to feed into the House of Quality . Customer priorities and their ranked order of importance can become the WHATS These WHATS can then be compared with the HOWS (key business processes) and relationships matched to check service design and provision according to key requirements

Mobile commerce applications involve using a mobile phone to carry out financial transactions- this usually means making a payment for goods or transferring funds electronically. As content delivery over wireless devices becomes faster, more secure, and scalable, there is wide speculation that m-commerce will surpass wireline ecommerce as the method of choice for digital commerce

transactions.

Basic banking inquiry transactions(balance inquiry, funds, exchange rate inquiry) are performed by the cooperation of bank and the GSM operator Security is the main problem

Leased line
GSM/CDMA Network GSM Operator Application Server

Bank SMS Gateway

GSM Operator SMS DB

Bank SMS DB

Bank Host

What is Organic Banking?

Organic: Pure, Fundamental, Eco-Friendly, Basic Banking: The act/business of receiving, transferring, lending,
exchanging, saving and safeguarding money.

Organic Banking is using a more efficient eco-friendly technology

to process your payment needsat a fraction of the cost of traditional payment methods! The program is comprised of four (4) basic high-tech e-payment options and a host of discount services; all of which yield significant savings, convenience, efficiency and other benefits to your business, your payees and your clients: e-Payroll e-Payment Cards e-Wallet e-ARN

Thank You