Banker Challenge in Customer’s Expectation

Contents
1.Introduction 2

1.1 Origin 3

1.2 Purpose 3

1.3 Limitation 3

2.Banker Challenge in Customer’s Expectation 4

2.1 Introduction 5

2.2 Expectation 5

2.3 Customer Expectation 5

2.4 Customer Satisfaction 6

2.5 Importance of Customer Satisfaction 6

2.6 The Importance of Excellent Customer Service 15

2.7 Perspective of Customer Expectation in Bank 6

2.7.1 Channel Amplification 7

2.7.1.1 Better Communication – increase profit potential 7 2.7.1.2 Better Mobility – increase competitive agility 7 2.7.1.3 Better Customer Insight - find new opportunities 7 2.7.2 Service Accessibility 8

2.7.2.1 Accessibility in the Aging World 9 2.7.2.2 Impetus on Banks 9 2.7.3 Customer Serviceability 9

2.7.3.1 Impetus on Banks 9 2.7.4.1 Impetus on Banks 11 2.7.5. Simplified Banking 11

2.7.5.1 Impetus on Banks 12
3.Findings & Conclusion 13

3.1 Findings of the report 14

3.2 Final Ranking 15

3.3 Conclusion 16

Chapter 1

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Introduction

1.1 Origin

This report is done for our honorable teacher Priyabrata Chowdhury as requirement of completion of Marketing Management Course (EM702) as a part of EMBA program in BUP during session of 2010-11.This was a group effort. The group consists of 3 members; they are Md. Mozammel Haque Bhuiyan, Hossain Md. Abad and Adward Sapon Dhaki.

1.2 Purpose

• To study the customer expectation in banking sector for customer satisfaction • To make rank the customer expectation in banking sector based on banker’s perception.

1.3 Limitation

• It was often difficult to correlate theory with practice as the customer expectation in banking sector. • Due to the data analysis of different person. So it always various person to person. • Corporate executives usually remain very busy. It is difficult to get adequate time from them. More