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WHAT IS RETAIL BANKING
Retail banking is typical mass-market banking where
individual customers use local branches of larger
commercial banks. Services offered include:
savings and checking accounts, mortgages,
personal loans, debit cards, credit cards, and so on
Prathamesh
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EVOLUTION OF BANKING INDUSTRY
TraditionalBanking
Credit Card
(Central Bank ofIndia,1980)
Computerization
(Bank ofIndia,1989)
Internet Banking(ICICI,1997)
Phone BankingATM & DebitCard (Bank of
India,1989)
Mobile Banking
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REASONSFORTHETRANSFORMATION
LPG impact
Ease of transaction (Faster, accuracy, Easy,
convenience ad comfort)
Accessibility (ATM)
Plastic Money (No need to carry cash)
Security needs
Internet BankingPhone banking
CHand
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HOWCONSUMERSLEARNABOUTTHE
NEWPRODUCTS
Television
Outdoor
Word of Mouth Relationship bankers (CRM)
Online advertising
Joyleen
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CONSUMER BUYING BEHAVIOURAND
INVOLVEMENTAND ADOPTION RATE
Segmentation wise/ Area Wise
1. Rural UrbanATM (Same banks)
2. Teens ATMOnline
3. Working4. Adults
5. Senior Citizens
Joyleen
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WHATS WHYSOF CONSUMPTION /
COMPARISONAND PREFERENCE
Global V/s Indian v/s Nationalized v/s Scheduledv/s Cooperative
1. Technology
2. Experience
3. Reach4. Work culture
5. infrastructure
6. Timing / Shifts
7. Product Offering
Rate of Interest
Facilities Net Banking, Mobile Banking, ATM
Loans
Sneha
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BENEFITS SOUGHTBYCONSUMER
EXAMPLEOFSUCCESSSTORIES
www.google.com
Neeta
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MEDIASELECTIONBYCONSUMERS
FORDECISIONMAKING
Word of Mouth (Peer group)
Television
Newspaper
Brand
Sneha
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RELATIONSHIPMARKETINGTOBUILD
LOYALTY
Priority banking
Relationship Managers
Flexibility in documentationLoyalty reward points
Add on cardsDemat account
Hassle Free loans Nishant
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DISTINCTIVE CHARACTERISTICS
Multiple products
(deposits, credit cards, insurance, investments and
securities); Multiple channels of distribution
(call centre, branch, Internet and kiosk); and
Multiple customer groups (consumer, small
business, and corporate).
Nishan
t
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CONCLUSION
From mere bank to advisory services
One stop solution
Customer service
Technology driven
Nishan
t
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