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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

Print

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

http://www.google.com/http://www.google.com/

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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