This document summarizes the various services offered by United Bank Limited (UBL) in Pakistan. It discusses UBL's debit/credit cards, digital wallet, online and mobile banking, locker services, loans, and remittances. It also outlines UBL's marketing mix, including its products, prices, places, promotion, people, processes, and physical evidence. The presentation further examines UBL's customer mix, consumer buying behavior, service delivery processes, and efforts to ensure ethical practices and corporate social responsibility.

1. Services of United Bank Limited Pakistan.
Zubair
Zaid Iftikhar
Abu Bakar
Shahjahan

2. CONTENTS OF PRESENTATION
Services
Services Spectrum
Marketing Mix
Customer Mix
Consumer Buying Behavior
Service Delivery Process
Ethical Consideration
CSR

3. Services of UBL
Debit/Credit Card
UBL Wallet
UBL Omni
Online Banking
Lockers
Loans
Remittances
Hybrid Services
 Debit Card
 Credit Card
 UBL Wallet
 Lockers

4. 7P’s
Product
Price
Place
Promotion
People
Process
Physical Evidence

5. People
People directly or indirectly involved in the consumption of banking
services are an important part of the extended marketing mix.
 Internal Customer
UBL bank is conscious in its potential in internal marketing
the attraction, development, motivation and retention
of qualified employee-customers through need meeting
job-products.
(Branch Manager, Frontline officers etc.)
 External Customer
These are the actual customers of UBL who make profit for bank
By using their services.

6. PROCESS
For opening a Bank
Account
Get the Token number and wait for our
turn.
Approach the counter and ask details for
opening an account.
The operator gives a form to be filled and
asks us to get the required documents.
He then verifies the documents and request
us to wait for further confirmation.
Makes a confirmation, take signatures and
then our account is opened.
Backstage/Invisible
Process
Finally ask us to deposit initial amount to
start the account.
Onstage/Visible
Process

7. Physical Evidence
• BILLBOARDS AND HOARDINGS
• Financial Reports- The Company’s financial reports issued to the
customers.
• Tangibles- Pens, Writing Pads to the internal customers.
• Passbook and Cheque books to the customers.
• Employee’s Dress Code.

8. For making physical evidence
• Communication
• Customer Experience
• Reengineering
Clue management
Proactive Reactive
approach approach

9. Customer Mix
Low Level
Involvement
 Standardized
 Trust
 Online Fund
Transfer
Moderate
Information
Feedback
Frontline
manager
High Level
Involvement
In UBL

10. Role of Customer Mix
Initiator
Evaluator
Decider
Purchaser
User
Opinion Leader

11. Consumer Buying Behavior Process

12. Continue…
1. Need Recognition:
Suppose Mr A want to deposits his savings and wanted a complete security of his money.
2. Information search:
He is searching that where he will invest his money and get a reasonable interest on it.
3. Evaluation of Alternatives:
He has different options in the banking sector where he will deposit his money in a well mannered way.
4. Purchase:
He found that UBL bank is the best option to deposit his money where he will get the best interest rate
and high security as well as other benefits so he will deposit his amount.
5. Post Purchase Evaluation:
If he is satisfied with the services of the bank than he will be remain the customer of UBL but if he is not
satisfied then the process will again start from the Problem identification.

13. Ethical Considerations
Marketable services:
Those services which are marketed by the company itself.
For example:
Ubl Omni, UBL online banking etc.
Non marketable services:
Those services which are not marketed by the bank.
For example:
UBL branch in yarn market Faisalabad.
Evils:
offtime services.

14. Costumer Retention Recovery Programs
Reasons Of dissatisfaction:
• Internal customer behavior.
• Service Gap
Level of Dissonance:
Service delivery.
Interest rate.

15. Perceived
Service
Expected
Service
Customer
Gap
Gap 1
Gap 2
Gap 3
External
Communications
to Customers
Gap 4
Service
Delivery
Customer-Driven
Service Designs and
Standards
Company Perceptions of
Consumer Expectations
Service Delivery Gap

16. Service Delivery Gap
Customer-Driven Service
Designs and Standards
•Insufficient Employees
•Customers who do not fulfill roles
•Failure to match supply and demand
•Lack of qualification and Experience
Service Delivery