Services Of Icici Bank
...will be conversant with:
• Banking Services: Technical Quality and Functional Quality
• Determining What Satisfies the Customer
• Customers’ Perception of Banking Service Quality
• Devising Quantitative Determinants
• Non-Quantitative Determinants
• Quality by Design: Formulating a Suitable Standard
• Quality Assurance
• Improving Productivity and Performance
The concept of services, its definition and scope have been discussed in detail in Chapter “Understanding Services” of this textbook. Progressing further, this chapter will deal with service quality and productivity of the services and measures to improve them.
Talking purely in terms of services, the services provided by a bank are only a part of the service spectrum. However, with the differences in an investment bank, commercial bank and insurance firm reducing, banks now offer a plethora of services. In India, even the NBFCs are offering commercial banking services and a commercial bank like Kotak Mahindra, for example, offering merchant banking services has been permitted by the RBI to offer commercial banking services while HDFC Bank and ICICI Bank offer merchant banking services.
Another differentiation is that of retail services and corporate services. Retail banks offer services involving the transfer, borrowing and lending of money to private customers and sole traders and partnerships. Commercial banks deal with corporate or commercial customers rather than individuals. Many of the major retail banks have commercial banking arms. Client size can range from small start up companies to major corporations.
BANKING SERVICES: TECHNICAL QUALITY AND FUNCTIONAL QUALITY
SERVICE QUALITY CONTAINS TWO COMPONENTS – TECHNICAL QUALITY AND FUNCTIONAL QUALITY. WHILE TECHNICAL QUALITY PROVIDES AN...
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