- 20 Marks
MFS – APR 2024 – L4 – Q8 – Factors in Designing Retail Bank Branches
Explain six factors a bank should consider when designing retail branches, emphasizing physical evidence's role in conveying service nature and evoking emotional responses.
Question
Having selected a Retail Branch location, the bank needs to decide on the design of the branch, both inside and outside. This is because Physical Evidence conveys the nature of the service involved, reassures customers and also engenders emotional reaction through sensory and symbolic blends. As the Head of the Retail Department of a bank planning an organic growth, the Chairman of the Branch Development Committee has asked you to submit a report explaining six (6) factors the bank needs to take into consideration in designing the branches.
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