Customer perception towards service delivery channels in CORE banking

In the marketing view point, Philip Kotler1 defines ¿A service is any activity or benefit that one party can offer to another that is essentially intangible and does not result in the ownership of anything. Its production may or may not be tied to a physical product¿. It was stated that, ¿services are those separately identifiable, essentially intangible activities which provide want-satisfaction, and that are not necessarily tied to the sale of a product or another service. To produce a service it may or may not require the use of tangible goods. However, when such use is required, there is no transfer of title to these tangible goods.¿ A service is a set of one time consumable and perishable benefits. Most modern products are a combination of both. For example, when purchasing a washing machine the customer also receives services such as installation, maintenance and repair.