Conception of Quality Assessment of the Banking Institutions' Services
Journal Title: Бізнес Інформ - Year 2015, Vol 7, Issue 0
Abstract
Nowadays, success of the bank's activities and its competitiveness are not determined by price factors only, but, first and foremost, by qualitative characteristics, one of which is quality of the services, provided to consumers. There is therefore a need to improve the quality of banking service. Accordingly, this study is aimed to develop a conception of quality assessment of the banking institutions' services, making use of the economic-mathematical methods and models. The article suggests the basic methods and tools for quality assessment of the banking institutions' services, taking into account shortcomings of existing methods. Indivisibility of processes such as assessment and management of quality has been substantiated. A conception of quality assessment of the banking institutions' services has been developed. It has been displayed, what systems are involved in the process of assessment and management of quality of the banking institutions' services, a description of the relationships between these systems has been provided. An analysis of the interaction of banking institution with the external environment has been conducted as well. The developed conception allows to consider the peculiarities of providing banking services in Ukraine and, as result of its implementation, to enhance competitiveness of bank at the market.
Authors and Affiliations
Olga Syniavska
Keywords
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