Abstract
The crisis in the world financial markets, the capitalization of bank profits, the size of which is insufficient to maintain the existing level of the banking system of Kazakhstan, has actualized the quality problem not only in terms of forming credit portfolios of banks, managing banking risks, but also offering high-quality banking services.Despite the fact that the banking services quality cannot directly affect the financial sphere, the production sphere, and also affect the sharp decline in the economy, the economic losses from poor banking services can significantly increase, causing significant losses to banks. At the same time, it should be considered that the financial losses of the firms as active participants in financial markets are significant in the amount of losses. Consequently, the banking services quality can cause not directly, but indirectly both the success of the banking business and the possible losses of banks. In order to manage the quality of banking services, it is necessary to have certain methods for analyzing and assessing the quality of banking services. This article attempts to solve this issue.Using various research methods, based on obtaining real assessments of respondents, the present paper presents a methodology for the comprehensive assessment of banking services quality. The developed mechanism includes consolidation of organizational and methodological and economic and statistical methods of research: a five-step SERVQUAL model, integral and general indices, a multiple queue system, instruments of correlation and regression analysis that determine the level of customer satisfaction and problem characteristics of the quality of services offered.
Highlights
As the economy of Kazakhstan develops, the relevance of banking services quality problems in banks is growing in a competitive environment
The necessary quality measurement indicator of banking services is the desired, necessary, and possible level of service quality which takes into account specific expectations and requirements of customers
The quality management of banking services is a type of activity aimed to meet
Summary
The modern representation of the concept of quality, its parameters do not meet the market requirements This necessitates the scientific comprehension and practical development of new effective forms and methods, the formation of methodological approaches in assessing the banking services quality through an appropriate quantitative toolkit. Searching for effective functioning forms and methods of domestic banks is an urgent problem in which quality issues are in 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. KEY RESEARCH factor as a difference in perceptions and expectations for each criterion (Novatorov, 2001)
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