Servicing Large Corporate Clients in A Commercial Bank: Problems and Prospects of Development

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This article is devoted to evaluating the effectiveness of corporate customer service in the banking sector. At the fi rst stage, the research examines the theoretical aspects of corporate customer service in commercial banks, highlights the importance of corporate customers for the banking sector. The article analyzes the current state of the Russian banking sector, characterizes the main macroeconomic indicators of the banking sector, highlights changes in the structure and number of banking institutions. The reasons for the reduction in the number of credit institutions are considered, including a decrease in banks with universal and basic licenses, as well as identified problems such as high loss-making and lack of sustainable sources of income. In addition, the article analyzes the modern practice of servicing large corporate clients in Sberbank PJSC, as well as analyzes the quality of corporate customer service in the bank, which is the object of research and in competing banks. The result of a criterion assessment of the quality of the banks’ service is presented, including the identification of advantages and disadvantages in the service. The relevance of the research is due to the need to adapt the banking sector to changing economic conditions and challenges, as well as high competition in this industry. The scientifi c novelty lies in identifying the positive consequences of the crisis, such as the cleansing of the sector from inefficient players and the growth of non-bank credit institutions. The article highlights the importance of improving corporate governance in commercial banks. According to the results of the conducted research, shortcomings in the service of corporate clients of Sberbank PJSC were identified and a set of measures was proposed to improve the comprehensive service of corporate clients, contributing to increasing their satisfaction.