BANKING SERVICES

Presented by Shruti Smita Naik

 Introduction:Defining the Banking services

Banking services mainly include accepting deposits, lending money, facilitating

transactions, and offering various financial products like savings accounts, loans, and credit
cards. Banking plays a crucial role in the economy by facilitating the flow of money and
enabling economic activities.
Banking services encompass a range of financial activities provided by banks to
individuals, businesses, and governments. These services typically include deposit
accounts, loans, credit cards, investment opportunities, and various financial products
aimed at managing and growing wealth.
 VISION:
• The vision of banking services is to provide convenient,
secure, and efficient financial solutions to individuals and
businesses.
• The industry aims to foster economic growth, promote
financial inclusion, and support the financial well-being of
customers.
• Through innovative technologies and personalized services,
banks strive to enhance customer satisfaction and build
long-term relationships
 TRADITIONAL SERVICES DIGITAL SERVICES
• Account Opening: Banks offer • Online Banking: Customers can
various types of accounts, such as access their accounts, make
savings accounts, checking transactions, and manage their
accounts, and certificates of deposit. finances through online banking
• Deposits and Withdrawals: platforms.
Customers can deposit and withdraw • Mobile Banking: Banks provide

SERVICES
money from their accounts through mobile apps for customers to
tellers or ATMs. perform banking activities on their
smartphones.

OFFEREDBY
• Loans and Mortgages: Banks provide
loans and mortgages for personal,
business, and real estate purposes.
• Credit and Debit Cards: Banks issue
BANKS • Digital Payments: Banks offer digital
payment solutions, such as mobile
wallets and peer-to-peer payment apps.
• Electronic Fund Transfers: Customers
can transfer funds electronically to
credit and debit cards for convenient
other accounts or individuals.
payment options.
• Automated Bill Payments: Banks
• Foreign Currency Exchange: Banks offer
provide automated bill payment
foreign currency exchange services for services to help customers manage
international travel and business their recurring expenses.
transactions.
 SERVICEPROCESSINBANKING
Customer Enquiry Account Opening
Customer Inquiry Account Opening
The service process starts Once the customer decides to
with the customer inquiry, open an account, they go
where customers inquire through the account opening
about the various banking process, which involves
services and products providing the necessary
available. documents and completing the
required forms.
Transaction
Processing
Transaction Processing
After the account is opened,
customers can perform various
transactions such as deposits,
withdrawals, fund transfers, and
bill payments. These transactions
are processed by the bank.
Loan Application Customer Support
Loan Application Customer Support
If a customer wants to Throughout the service
apply for a loan, they can process, customers can
go through the loan reach out to the bank's
application process, which customer support for
involves submitting the assistance, inquiries, or
necessary documents and issue resolution.
meeting the eligibility
criteria.
SERVICE DECISION MAKING PROCESS
Understanding Customer Needs
• Banks identify customer needs through market research and customer feedback.
• Surveys, focus groups, and data analysis are used to gather information.

Analyzing Competitors
• Banks analyze the services offered by competitors to identify gaps and opportunities.
• This helps banks differentiate themselves and offer unique services.

Evaluating Technological Solutions

• Banks evaluate new technologies that can enhance service delivery.
• Factors considered include cost, reliability, and compatibility with existing systems.
SERVICE DECISION MAKING PROCESS
Assessing Regulatory Requirements
• Banks must comply with regulatory requirements when designing services.
• This includes ensuring data security, privacy, and adherence to industry regulations.

Cost-Benefit Analysis
• Banks conduct cost-benefit analysis to determine the financial viability of new services.
• Factors considered include implementation costs, potential revenue, and customer demand.

Employee Input
• Banks seek input from employees who interact with customers on a daily basis.
• Their insights and suggestions are valuable in making service-related decisions.
SERVICE DECISION MAKING PROCESS

Customer Feedback
• Banks gather feedback from customers to understand their satisfaction levels.
• This feedback helps in improving existing services and developing new ones.
 7P’s OF MARKETING
Product
The product in banking services
refers to the range of financial
products and services offered to
customers, such as savings
accounts, loans, credit cards, and
investment options.
Promotion
Price Place
Promotion in banking services
The price aspect of banking services Place in banking services refers to the
involves the marketing and
includes the fees, interest rates, and physical locations where customers
communication strategies used to
charges associated with the financial can access banking services, such as
promote and advertise the financial
products and services. It also includes branches, ATMs, and online
products and services. It includes
the pricing strategies used by banks to platforms. It also includes the
various channels such as
attract and retain customers. availability and accessibility of
advertisements, social media, and
banking services to customers.
direct marketing.
 7P’s OF MARKETING
People
People in banking services refer to
the employees and staff who
interact with customers and provide
the services. It includes their
knowledge, skills, and customer
service abilities.
Physical Evidence
Process
Physical evidence in banking services
Process in banking services refers to
includes the tangible elements that
the procedures and systems in place to
customers can see and experience, such
deliver the financial products and
as the appearance of branches, the
services. It includes the efficiency,
quality of materials used, and the
speed, and accuracy of processes such
design of online platforms. It also
as account opening, loan approval,
includes the documentation and
and customer support.
receipts provided to customers.
VALUE CHAINANALYSIS
VALUE CHAINANALYSIS
Inbound Logistics
Includes activities such as cash management, security, and risk assessment.

Operations
Involves transaction processing, account management, and customer support.

Outbound Logistics
Covers activities like ATM management, cash distribution, and check clearing.

Marketing and Sales

Includes customer acquisition, product promotion, and market research.

Service
Involves activities such as complaint resolution, account inquiries, and financial advice.