MKT 540

SERVICE MARKETING

INDIVIDUAL ASSIGNMENT
REFLECTIVE PAPER

INFOGRAPHIC
BANKING

NAME: NURIN ATIRAH BINTI SUHAILAN

CLASS: BA2404A
STUDENT ID: 2019219012
SUBMITTED TO: PUAN YUSRINA HAYATI BINTI NIK
MUHAMMAD NAZIMAN
 DEVELOPING
SERVICE PRODUCT AND BRANDS

BANKING
 Trade
Finance
Investment Short-terms
counselling funds
for management
individuals
Services
provided
by Bank
Simpanan
Nasional
Treasury Retail
Operations Banking

Portfolio
management
for
individuals
and
companies
Information and physical process of the Flower
of Service
 Facilitating Supplementary Services

Information Order-Taking Billing Payment

• Direction to service Application • Periodic statement Self-Service
site • Memberships of account activity • Insert card, cash
• Schedules / • Subscription • Invoices for into machine
service hours services (e.g. individual • Electronic funds
• Reminders utilities) transactions transfer
• Notification of • Prerequisite based • Self-billing • Mail a check
changes services (e.g. (computed by • Enter credit card
• Documentation financial credit) customer) online
• Summaries of Order Entry • Machine display of
account activities • On-site order amount due
fulfilment
• Mail / telephone / e-
mail / web-order
 Enhancing Supplementary Services

Consultation Hospitality Safekeeping Exception

• Customized advice • Greeting Caring for Handling Special
• Personal • Toilet and Possessions Communication
counselling washrooms Customer Bring with • Complaints
• Management or • Waiting facilities Them • Compliments
technical insulting and amenities • Child care • Suggestions
- magazines, Problem Solving
newspaper Caring for goods • Resolving
• Transport • Packaging difficulties caused
• Security by services failure
Restitution
• Refunds and
Compensation
• Free repair of
defective goods
Flowchart of Delivery Process at Bank Simpanan Nasional

Take a number Go to the counter

Greet from
Visit the bank and wait for turn when it’s your
customer service
to come turn

Account
Make withdrawal Withdrawal slip is
balanced is Request is valid
request requested
checked

Information is
provided in the Customer is Transaction
slip and given cash recorded
submitted
 Registration BSN bank account
Always crowded with people for Zakat

My experiences at
Bank Simpanan
Nasional

Use ATM machine to deposit Register for BSN Internet

money Banking
Problem in BSN services

There are not enough waiting chairs

• Someone had to stand until his / her turn came
Only have three ATM machine
• BSN is a government bank so many people will
come over
• People had to line up long
Inefficient counter management
• Sometimes, most counter are closed
• Service become too slow
Opinion to improve the services

Service Improvements
• Renovate its interior to expand the waiting area
• Adding more seats to increase both comfort and
convenience for customers
• Adding more ATM machine to save customers time
Style changes
• Repainting retail branches to create excitement and
may serve to motivate employees
• Employees who work at the counter will be more
efficient