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.