service mrktg 03
TRANSCRIPT
-
8/3/2019 Service Mrktg 03
1/17
SERVICE MARKETING PROJECTSERVICE MARKETING PROJECT
COMPANY: HSBC BANKCOMPANY: HSBC BANK
SERVICE: TRADE & SUPPLY CHAINSERVICE: TRADE & SUPPLY CHAIN
SUBMITTED TO : PROF. VISHALSUBMITTED TO : PROF. VISHAL
PADMASHREE DR. D. Y. PATIL UNIVERSITYPADMASHREE DR. D. Y. PATIL UNIVERSITY
DEPARTMENT OF BUSINESS MANAGEMENTDEPARTMENT OF BUSINESS MANAGEMENT
-
8/3/2019 Service Mrktg 03
2/17
-
8/3/2019 Service Mrktg 03
3/17
Played a key role in financing international
trade since 1865.
Trade between China, Europe, & USA.
Main aim local service excellence with
global reach.
They have an extensive network of 8000
offices in 87 countries and territories.
-
8/3/2019 Service Mrktg 03
4/17
TRADE & SUPPLY CHAIN
ANALYSIS
7 Ps
4 Is
Service marketing triangle
Gap analysis of HSBC Bank.
-
8/3/2019 Service Mrktg 03
5/17
-
8/3/2019 Service Mrktg 03
6/17
PRODUCT
E Solutions
Export Services
Import Services
Structured Trade Finance
Trade & Supply Chain Centre
-
8/3/2019 Service Mrktg 03
7/17
PRICE
OUTWARD RTGS TRANSFERS
INR 1 LAKH TO INR 2 LAKHS NIL
INR 2 LAKH TO INR 5 LAKHS INR 25 PER TRANSACTION
INR 5 LAKHS AND ABOVE INR 50 PER TRANSACTION
OUTWARD NEFT TRANSFERS
UPTO 1 LAKH INR 5 PER TRANSACTION
INR 1 LAKH TO INR 2 LAKHS INR 15 PER TRANSACTION
ABOVE INR 2 LAKHS INR 25 PER TRANSACTION
FOREIGN CURRENCY CHEQUES
SENT FOR COLLECTION OUTSIDE 0.5% OF INR VALUE + APPLICABLE SERVICE
D.D 0.3% OF D.D VALUE (min INR 100)
*WITH EFFECT FROM 1ST MAY 2011*WITH EFFECT FROM 1ST MAY 2011
-
8/3/2019 Service Mrktg 03
8/17
PLACE:
Delivering the product through appropriate
methods &delivery channels.
PROMOTION:
i. Gain attention of customers
ii. Provide additional information
iii. Persuade the customers
-
8/3/2019 Service Mrktg 03
9/17
PEOPLE
PHYSICAL EVIDENCE
PROCESS
-
8/3/2019 Service Mrktg 03
10/17
4 IS OF HSBC BANK4 IS OF HSBC BANK
-
8/3/2019 Service Mrktg 03
11/17
InternalMarketing
Interactive Marketing
External Marketing
COMPANYCOMPANY(HSBC BANK)(HSBC BANK)
CUSTOMERSCUSTOMERSEMPLOYEESEMPLOYEES
Internal Marketing
Interactive Marketing
SERVICE MARKETING TRIANGLESERVICE MARKETING TRIANGLE
-
8/3/2019 Service Mrktg 03
12/17
GAP ANALYSIS
-
8/3/2019 Service Mrktg 03
13/17
GAP 3
Service Quality specification & ServiceReliability:
Customers do not rely the Bank.
Example:
Unhappy with the Phone Banking services.
Bank failed to pay $309 to the customer.
-
8/3/2019 Service Mrktg 03
14/17
GAP 4
Service Delivery & External Communication:
Examples:
A family mortgaged their house & sold it off to
pay their loan. However a few days later, they
started receiving harrassement calls that $1493
was pending and not paid.
-
8/3/2019 Service Mrktg 03
15/17
CUSTOMER COMPLAINTS
A customer stated:
HSBC has got to be the most evil company ever.Do not ever sign up for online payments only
because the website will always have a problemwhen you actually try to make a payment. It's agiven you will have late charges if you sign up forthis. Also, the balance online will show "zero".
You don't log on for the exact due date and youthink you are safe. But if you log on two dayslater, you will see late fees.
-
8/3/2019 Service Mrktg 03
16/17
CUSTOMER COMPLAINTS
A customer complained that:
HSBC calls my home phone number approximately 10 times a
day. When I do answer the phone, no one is on the other end. They
never leave messages and do not identify themselves. I had nevereven heard of HSBC until these harassing phone calls started. I
had to conduct an internet search using the 800 number that they
call from in order to determine who they are. I have never done
business with this company; and due to the harassing phone calls,
I will never do business with this company.
-
8/3/2019 Service Mrktg 03
17/17