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  • Case Analysis: Service Design For Mobile Banking

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    Prateek Logani
    21 Ansichten6 Seiten
    Anjali conducted a case analysis on service design for mobile banking in India. She surveyed risk factors, used SERVQUAL and QFD techniques to understand customer requirements, and aimed to gain first mover advantage in mobile banking which has huge potential in India's fast growing mobile consumer base of over 420 million users and is supported by RBI regulations allowing domestic transactions up to 50,000 rupees daily per customer.

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    Case Analysis

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    Case Analysis

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    Anjali conducted a case analysis on service design for mobile banking in India. She surveyed risk factors, used SERVQUAL and QFD techniques to understand customer requirements, and aimed to gain first mover advantage in mobile banking which has huge potential in India's fast growing mobile consumer base of over 420 million users and is supported by RBI regulations allowing domestic transactions up to 50,000 rupees daily per customer.

    Copyright:

    © All Rights Reserved
    Als PPTX, PDF, TXT herunterladen oder online auf Scribd lesen
    Markieren Sie unangemessene Inhalte
    21 Ansichten6 Seiten

    Case Analysis: Service Design For Mobile Banking

    Hochgeladen von

    Prateek Logani
    Anjali conducted a case analysis on service design for mobile banking in India. She surveyed risk factors, used SERVQUAL and QFD techniques to understand customer requirements, and aimed to gain first mover advantage in mobile banking which has huge potential in India's fast growing mobile consumer base of over 420 million users and is supported by RBI regulations allowing domestic transactions up to 50,000 rupees daily per customer.

    Copyright:

    © All Rights Reserved
    Als PPTX, PDF, TXT herunterladen oder online auf Scribd lesen
    Markieren Sie unangemessene Inhalte
    von 6

    Case Analysis

    Service Design for Mobile


    Banking

    Case Theme

    Mobile Banking

    Technology is the future


    Ease
    Speed
    Huge Market Potential
    Successful Implementation
    Elsewhere

    Indian Perspective

    42 Crore Mobile Consumer


    Base
    One of the fastest growing
    mobile consumer bases in the
    world
    RBI Supports the move, and
    has released regulations for
    the same

    Basic RBI Guidelines

    Allowed to banks
    which are
    licensed, have
    physical presence
    and have
    implemented core
    banking functions

    Domestic rupee
    transactions, daily
    cap for fund
    transfer and
    purchase of
    goods/servicesRs.50,000 per
    customer

    Governed by KYC,
    AML and CFT

    So what did Anjali


    do?

    Survey on risk factors of


    m-banking
    Decided on using the
    SERVQUAL tool
    Figured out Customer
    Requirements
    Used QFD Technique
    First Mover Advantage

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