Methodology for comprehensive assessment of the quality of banking services

Abstract

In work on the basis of the synthesis of the SERVQUAL methodology with calculations of integral indices of the correspondence of the quality content to customer requests, a generalized indicator of the quality of banking services, tools of correlation and regression analysis methods, a multi-channel queuing system, a comprehensive methodology for assessing the quality of banking services was developed. As the economy of Kazakhstan develops, the relevance of problems related to the quality of service in banks in a competitive environment is growing.The organization of the Bank's activities raises the issue of developing a system of measures to assess and manage the quality of banking services, which will allow the bank to flexibly maneuver with available information, material and financial resources in solving strategic and tactical tasks. Quality is now quite new from a scientific point of view, the object of management. Together with this, the modern representation of the concept of quality, its parameters does not meet the requirements of the market. This necessitates the scientific comprehension and practical development of new effective forms and methods, the formation of methodological approaches in assessing the quality of banking services through an appropriate quantitative toolkit. The search for forms and methods of effective functioning of domestic banks is an urgent problem in which quality issues occupy one of the leading positions. These facts make it possible to relate the given problem to the number of the most relevant in modern science.