Theoretical foundations for definition of quality of financial services of banking institutions in Ukraine
Abstract
Introduction. In the article the theoretical basis for determination of the quality of the financial services of banks in Ukraine are considered. The necessity of research of financial services quality of banks in modern conditions is grounded. The essence of the concept "quality of financial services" is investigated. The main characteristics of this concept are provided.
Goal. The purpose of research is to systematize theoretical approaches to assessing the quality of the financial services of banks that are implemented in the financial market of Ukraine.
Results. In the article the necessity of research of financial services quality of banks in modern conditions is proved. Internal and external factors are investigated. Their combination affects the quality of the financial services of banks. Two approaches to the interpretation of the concept "quality of financial services" are defined. They are marketing approach(narrow) and macroeconomic approach. The determination of these approaches allows to estimate the cumulative effect of satisfaction of existing demand for financial (banking) services in a certain period of time in certain country. The necessity to study the quality of services at four levels is proved. Among those levels we can distinguish the following owns: within a separate financial service, within a particular bank, within a banking system, within a financial system as a component of the economy.
Keywords
References
Vergeliuk, Y. Y. (2010). Role of financial-investment resources in stability of financial system,118-120. Theory and practice of financial transformations in the conditions of interdependence strengthening of national economics: Materials IV International Scientific and Practical Conference 14-18 December 2010. Cologne-Irpin.
Pro finansovi posluhy ta derzhavne rehulyuvannya rynkiv finansovykh posluh. (2001). Zakon Ukrayiny vid 12.07.2001 r. # 2664-III. Retrieved from: http://www.rada.gov.ua.
Pro banky i bankivs'ku diyal'nist'. (2011). Zakon Ukrayiny vid 19.05.2011 # 3394-VI. Retrieved from: http://www.bank.gov.ua.
Kornyeyev V. V. (2007). Fynansovi poserednyky yak instytuty rozvytku. Kyiv: Osnova.
Holubnychyy, A. A. Morhacheva, D. A., Zamulyna, M. V. (n.d.). Kriterii otsenki kachestva bankovskoy usluhi. Retrieved from: http://www.konspekt.biz/index.php?text=52627.
Berry, L, Parasuraman, A., Zeithaml, V. A. (1985). Quality counts in services, too. Business Horizons, 28(3), 44-52.
Bokova, F. M. (2011). Issledovanie effektivnosti i kachestva bankovskikh usluh. Inzhenernyy vestnik Dona, 504-514.
Novatorov, E. V. (2010). Sovremennye metodolohicheskie podkhody k izmereniyu kachestva v sfere usluh. Menedzhment kachestva, 3(11), 180-192.
Ten, V. V. Herasimov, B. Y., Sizikin, A. Yu. (2008). Ekonomicheskiy analiz mekhanizmov povysheniya kachestva bankovskikh usluh. Vestnyk Tambovskoho unyversyteta, 2, 134-137.
Pavlenko, R. V. (2011). Suchasni bankivs'ki produkty yak chynnyky sotsial'no-ekonomichnoho rozvytku Ukrayiny. Retrieved from: http://www.nbuv.gov.ua/portal/soc_gum/znpen/2011_7/15SBP.pdf.
Stefanchuk, N. O. (2011). Yakist' bankivs'koho produktu: ekonomichnyy zmist ta praktyka formuvannya. Finansovyy prostir, 3, 65-71.
Article Metrics
Metrics powered by PLOS ALM
Refbacks
- There are currently no refbacks.
Copyright (c) 2017 Ekonomichnyy analiz
Articles are distributed under Creative Commons Attribution International 4.0 (CC-BY-NC 4.0)
Science Works Journal "Ekonomichnyy analiz"
ISSN 1993-0259 (Print) ISSN 2219-4649 (Online) DOI: 10.35774/econa
© West Ukrainian National University
© «Ekonomichnyy analiz», 2007-2023