Services Marketing
March 2012

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Index
ActivoBank.............................................................................................................................................. 2
ActivoBank’ Service Distribution Channels .............................................................................................. 3
Gaps Model of Service Quality applied in ActivoBank .............................................................................. 6
Gap 0: Customer Gap .......................................................................................................................... 6
Gap 1: Listening to Consumers ............................................................................................................ 6
Gap 2: Service Design and Standards Gap ............................................................................................ 7
Gap 3: The service Performance Gap ................................................................................................... 7
Gap 4: The Communication Gap .......................................................................................................... 8
Appendix 1: Branches’ Locations ........................................................................................................... 9
Appendix 2: Questionnaire – English version ....................................................................................... 10
Appendix 3: Questionnaire – Portuguese version ................................................................................ 13

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ActivoBank
Controlled by Millennium BCP, ActivoBank can be considered as the pioneer of direct banks in Portugal.
Its foundation dates back to 1994, under the name of Banco 7, when it started as a telephone bank. Later and due to the opening of its internet banking channel and to its
focus