Zubair

Zaid Iftikhar

Services of United Bank Limited Pakistan. Abu Bakar

Shahjahan
CONTENTS OF PRESENTATION

Services
Services Spectrum
Marketing Mix
Customer Mix
Consumer Buying Behavior
Service Delivery Process
Ethical Consideration
CSR
Services of UBL

Debit/Credit Card
Hybrid Services
UBL Wallet  Debit Card
UBL Omni  Credit Card
Online Banking  UBL Wallet
Lockers  Lockers
Loans
Remittances
7P’s

Product
Price
Place
Promotion
People
Process
Physical Evidence
People

People directly or indirectly involved in the consumption of banking

services are an important part of the extended marketing mix.

 Internal Customer
UBL bank is conscious in its potential in internal marketing
the attraction, development, motivation and retention
of qualified employee-customers through need meeting
job-products.
(Branch Manager, Frontline officers etc.)
 External Customer
These are the actual customers of UBL who make profit for bank
By using their services.
PROCESS Get the Token number and wait for our
turn.

For opening a Bank Approach the counter and ask details for
Account opening an account.
Onstage/Visible
Process

The operator gives a form to be filled and

asks us to get the required documents.

He then verifies the documents and request

us to wait for further confirmation.
Backstage/Invisible
Process
Makes a confirmation, take signatures and
then our account is opened.

Finally ask us to deposit initial amount to

start the account.
Physical Evidence
• BILLBOARDS AND HOARDINGS
• Financial Reports- The Company’s financial reports issued to the
customers.

• Tangibles- Pens, Writing Pads to the internal customers.

• Passbook and Cheque books to the customers.

• Employee’s Dress Code.

For making physical evidence

• Communication
• Customer Experience
• Reengineering
Clue management

Proactive Reactive
approach approach
Customer Mix

In UBL

Low Level Moderate High Level

Involvement
Information Involvement
 Standardized Feedback
 Trust
Frontline
manager
 Online Fund
Transfer
Role of Customer Mix

Initiator
Evaluator
Decider
Purchaser
User
Opinion Leader
Consumer Buying Behavior Process
 Continue…
1. Need Recognition:
Suppose Mr A want to deposits his savings and wanted a complete security of his money.

2. Information search:
He is searching that where he will invest his money and get a reasonable interest on it.

3. Evaluation of Alternatives:
He has different options in the banking sector where he will deposit his money in a well mannered way.
4. Purchase:
He found that UBL bank is the best option to deposit his money where he will get the best interest rate
and high security as well as other benefits so he will deposit his amount.
5. Post Purchase Evaluation:
If he is satisfied with the services of the bank than he will be remain the customer of UBL but if he is not
satisfied then the process will again start from the Problem identification.
 Ethical Considerations

Marketable services:
Those services which are marketed by the company itself.
For example:
Ubl Omni, UBL online banking etc.

Non marketable services:

Those services which are not marketed by the bank.
For example:
UBL branch in yarn market Faisalabad.
Evils:
offtime services.
Costumer Retention Recovery Programs

Reasons Of dissatisfaction:
• Internal customer behavior.
• Service Gap

Level of Dissonance:
Service delivery.
Interest rate.
Service Delivery Gap

Expected
Service

Customer
Gap
Perceived
Service

Service External
Delivery
Gap 4 Communications
to Customers
Gap 3
Gap 1 Customer-Driven
Service Designs and
Standards
Gap 2
Company Perceptions of
Consumer Expectations
Service Delivery Gap

Customer-Driven Service
Designs and Standards

•Insufficient Employees
•Customers who do not fulfill roles
•Failure to match supply and demand
•Lack of qualification and Experience

Service Delivery