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Service Marketing
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INDEX
ABOUT KB
7P,
GAP¡¯S MODEL
CUSTOMER BEHAVIOR IN SERVICE
CUSTOMER PERCEPTION OF SERVICE
SERVICE DESIGN AND STANDARDS
DEMAND PATTERNS
STRATEGIES FOR DEMAND
PRICING OF SERVICES
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ABOUT KB
1
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7P
2
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PRODUCT
1. FUND
2. DEPOSIT
3. LOAN
4. BANCASSURANCE
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5. MOBILE BANKING SERVICE
Convenience ? anytime, anywhere
Security ? PIN, password, secret card
Low fee
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PLACE
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- KB STAR CLUB
Preferential service charges
Interest Rate Preferred Service
Unsecured Loan Services
Using Financial Counseling Center
Asset Management Consulting
Preferred Customer program
PRICE
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1¡¦(»ý·«)
Stages in customer decision making and service evaluation
Customer choice
Customer evaluation
Postexperience evaluation
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Customer choice
¡î To protect the asset safely.
¡î Make fortune as much as they can.
Hierarchy of need theory
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Customer choice
¡î Information search
-Advertisement, media, others¡¯ recommandation
¡î Evaluation of alternatives
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Customer choice
¡î Deposit and withdrawal
¡î currency exchange
¡î Financial advices
¡î Asset management
¡î Funds, stocks counseling
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Customer evaluation
Postexperience evaluation
¡î Repurchase
¡î Cooperate during service process
¡î Performance their role
¡î Recommend to others
¡î Never visit again
¡î Be prejudice on the next purchase
¡î Do not recommend to others
¡î Find alternatives
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5
Customer perception of service
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How do customers judge service quality?
¡î Re