Hang Seng Bank
Applied Marketing
Module Code: 26148
Assignment Title: Hang Seng Bank
Module Tutors: Ronnie Sit
Student ID: 201000591 201000542 201000492 201000530 201000534 201000591 201000522
Submission date: 21/03/2011
Content
Executive summary 3
Service blue print of Hand Seng Bank 4
Stengths and Weaknesses of HSB service blueprint 6
Customer Benefits 7
Relationship Marketing 13
Limitation and Recommendation 17
Appendix 1 20
Reference list 21
Executive summary
In this assignment, we through the service blueprint of the Hang Seng Bank, we find out some strengths and weaknesses. Besides that, we also find out the customer benefits from Hang Seng Bank which are: Personalization service for prestige customer, ‘Feel good’ experiences by hospitality and Enjoying convenience service. Lastly, we using the business model of Hang Seng Bank and find out some limitation and give some recommendation.
The service blue print of Hang Seng Bank (Unit Counter) In the service blueprint, we are using Withdrawal money as the example of the service blueprint. Act 1 include Greeting and queuing, Act 2 include Service counter greeting, confirmation with customers, transaction processed, paid, and Act 3 is Depart. In Act 1, in Greeting part, the staff of Hang Seng Bank come to greet the customers at once and saying “Good morning/Good afternoon, Can I help you?” with suitable sound and soft voice. The staffs are wearing tidy and neat uniform or well-groomed. The staff direct customer to the right queue. In Queuing part, the customers can see the sign of queuing, some promotion posters, and the guiding light (display the counter number that the customer should go to) at the front of the queue. During queuing, the customers are been taking care by the staff (standing in the lobby of the bank), for example, helping filling the form for the customers. This can help to decrease
Module Code: 26148
Assignment Title: Hang Seng Bank
Module Tutors: Ronnie Sit
Student ID: 201000591 201000542 201000492 201000530 201000534 201000591 201000522
Submission date: 21/03/2011
Content
Executive summary 3
Service blue print of Hand Seng Bank 4
Stengths and Weaknesses of HSB service blueprint 6
Customer Benefits 7
Relationship Marketing 13
Limitation and Recommendation 17
Appendix 1 20
Reference list 21
Executive summary
In this assignment, we through the service blueprint of the Hang Seng Bank, we find out some strengths and weaknesses. Besides that, we also find out the customer benefits from Hang Seng Bank which are: Personalization service for prestige customer, ‘Feel good’ experiences by hospitality and Enjoying convenience service. Lastly, we using the business model of Hang Seng Bank and find out some limitation and give some recommendation.
The service blue print of Hang Seng Bank (Unit Counter) In the service blueprint, we are using Withdrawal money as the example of the service blueprint. Act 1 include Greeting and queuing, Act 2 include Service counter greeting, confirmation with customers, transaction processed, paid, and Act 3 is Depart. In Act 1, in Greeting part, the staff of Hang Seng Bank come to greet the customers at once and saying “Good morning/Good afternoon, Can I help you?” with suitable sound and soft voice. The staffs are wearing tidy and neat uniform or well-groomed. The staff direct customer to the right queue. In Queuing part, the customers can see the sign of queuing, some promotion posters, and the guiding light (display the counter number that the customer should go to) at the front of the queue. During queuing, the customers are been taking care by the staff (standing in the lobby of the bank), for example, helping filling the form for the customers. This can help to decrease