Marketing of Financial Service

Paper Code: 
FMG 517
Credits: 
3
Contact Hours: 
45.00
Objective: 

To acquaint students with the process of Services Marketing.

10.00
Unit I: 

Service Marketing- Concept, Features, Significance.

Management of Service marketing- Concept of Marketing mix- The product mix, The price and Place mix, The Promotion Mix. Market Segmentation

9.00
Unit II: 

Bank Marketing- Concept, Needs, Importance, Marketing Mix for Banking Services and Banks Marketing in India.

8.00
Unit III: 

Insurance Marketing- Concept, Need, Importance, Marketing mix for Insurance, Insurance marketing in Indian environment

8.00
Unit IV: 

Customer Relationship- Customer Delight, Service Quality, Customer Retention

CRM (Customer Relationship Management)- Concept, Significance, Strategies for building relationship

10.00
Unit V: 

Customer Feedback : Complaint, Service Gurantee, effective service recovery, improving service productivity.

Essential Readings: 

• S.M.Jha,Service Marketing, Himalaya Publishing House
• Payne Adrian, “The Essence of Service Marketing”, Prentice Hall of India”,New Delhi
• Balaji B, “Service Marketing and Management”, S.Chand, New Delhi
• Ram Mohan Rao, Services Marketing (Pearson Education)
• Roland. T.Rust Anthony J. Zahorik and Timothy I. Keilninghan, Services Marketing.
• John M. Rathmoll: Marketing in the service sector (Winthrop)
• Adrienne Payne : The Essence of services Marketing (Prentice Hall of India)
• Christopher Lovelock : Service Marketing (Pearson Education)

Academic Year: 
2018-2019
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