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Presented By: Lokesh Chawla (81149) Gaurav Gehlawat (81138) Sumeet Sharma (81117) Pankaj Gupta (81156)

Retail Banking Sector

Online - Only Banks

Traditional High Street Banks

The

number of customers have increased by almost 30 times in last seven years and has rose from 3.75 Lacs to 11.5 million in 2003.
Approximately half of the internet users in UK now uses online banking.

So

if we consider the growth of Internet Users in the world , the impact on the Online banking would be huge.

Smile Egg Plc Cahoot First Direct

Better Prices
16%
18.8%

21.4%

13.9% 29.9%

Better Services Better Access

Higher Privacy
Others

Source: U.K Online Banking Association Report

Competitive Pricing High Interest Rates No Fee or Low Cost Overdraft Facilities Special Privileges to C/A Holders Focusing on students as prospective customers Ethical Policy 24*7 Helpline Support High Customer Satisfaction Combination of CONVIENIENCE , VALUE & SERVICES

Parameters
Efficiency Of Service Competitive Interest Rate / Pricing Online Content/Site Org. Reliability/ Security Ease of Applying for Products Investment Tracking Ethics

First Natwest Direct 4.2 3.5 4.1 4 3.5 3.5 3 4 3 3.5 4 3 3.25 3

Egg
4.5 3.5 4.1 3.5 3.5 3.5 3

Smile
4.5 4.2 4.1 4 4 4 4.5

Cahoot
4.2 3.5 4.1 4 3.5 3.5 3

Source: U.K Online Banking Association Report

Efficiency Of Service
4.5 4.5 4.4 4.3 4.2 4.1 4 4 Efficiency Of Servive 4.2 4.2 4.5

3.9
3.8 3.7 Natwest First Direct Egg Smile Cahoot

Competitive Interest Rates / Prices


4.5 4 3.5 3 2.5 2 1.5 1 0.5 0 Natwest First Direct Egg Smile Cahoot 3.5 3.5 4.25 3.5

Competitiveness Charges/Prices

Ease of Applying for Products


4 4 3.5 3 2.5 2 1.5 1 0.5 0 Natwest First Direct Egg Smile Cahoot Ease of Applying for Products 3.5 3 3.5 3.5

Investment Tracking
4 4 3.5 3 2.5 2 1.5 1 3.5 3.25 3.5 3.5

Investment Tracking

0.5
0 Natwest First Direct Egg Smile Cahoot

Ethics
4.5
4.5 4 3.5 3 3 2.5 2 1.5 1 0.5 0 Natwest First Direct Egg Smile Cahoot 3 3 3

Ethics

E-Banking . Retrieved March 10,2009 From: www.ffiec.gov/ffiecinfobase/booklets/e_banking/ebanking_01_risks.html

STRENGTHS Secured Website Essential Requirement For Customer (Acknowledged by KITEMARK) Combination of Value , Transparency, Service , Commerce and Accountability Ethical Practices followed Strict Testing And Examination of Products Full telephone backup 24x7 High Interest rate Offerings to customer High Customer satisfaction through Proper COMMUNICATION CHANNELS WEAKNESS Difficult To Differentiate its Products & Services No face to face Interaction with the Customer No Physical Evidence

OPPORTUNITIES Increasing Internet Users Across The World Focus on young Population- Future Driving Force Focusing on SHORT TERM SELLING and Creating Life Time value Target the most valuable customer (80/20 rule) Possibility of linking Mobile with the Internet Banking

THREATS New Entrants Traditional banks also Offering Online services A Combination of BRICK & CLICK MODEL

Acting as a Socializer facilitates interaction between: customers and employees customers and fellow customers Be a Differentiator sets provider apart from competition in the mind of the consumer

Blogging

M-Commerce
Email & Mobile Acknowledgement

Using the DIVERSIFICATION APPROACH Moving Out to Newer Markets For UK they should go for MARKET DEVELOPMENT APPROACH. Awareness creation. Increasing Customer Loyalty. Continuous Differentiation in their offerings.

THANK YOU

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