1. Compare and contrast the strategic service vision of El Banco and United Commercial Bank. Strategic Service Vision Element Service Delivery System Providing informal atmosphere to differentiate services Due to focus on the Hispanic customers, El Banco allocated the branch at a more convenient location for a easy accessible to the community Hire employees based on Spanish-speaking Operating Strategy Focused on fee-based services, such as cash third party checks Offers home mortgage financing to undocumented individuals Mimic Western Union and offer international money transfers Providing soundness and safety atmosphere to differentiate services Due to focus on the Chinese-American customers, they have 46 branches in California. Hire employees based on Chinese-speaking Has a well-articulated cultural focus on South Asia Focused on time deposits Offers loan to business owned by Chinese-Americans and their families Providing high interest rate for savings accounts and time deposits Charges much lower account fees than other banks Offers a full-featured trade finance department, such as issues letters of credit Service Concept Focuses on the basic financial service desired by Hispanics Become the only bank that offers some services to the illegal aliens Mimic Western Union which is one of the most trusted financial services brands among Hispanics Target Market Segments Latino customers Undocumented individuals Some customers that focus on the safety of international funds transfers 2
United Commercial Bank
Providing soundness, safety and conservative service to the Chinese-American community
Focus on business and real estate lending within this famously entrepreneurial group.
Chinese-American customers Some customers that focus on the high interest rate and safety Some customers that work on import-export business
2. Identify the service winners, qualifiers, and service losers for El Banco and United Commercial Bank. El...