Applied aspects of diagnostics and improvement of operational perfection in service sector

Liudmyla Pavlivna Batenko, Iryna Anatoliivna Shapovalova


Introduction. The paper highlights the issues of identification and solving the problems in the bank’s servicing process on the basis of contemporary tools of operational management.

Purpose. The aim of the presented study is to identify the level and reasons of imbalance between the characteristics of banking processes and customer expectations and to develop recommendations for increasing their efficiency.

The method (methodology). Method of observation, method of analysis and synthesis, method of comparison and generalization, method of systematization, method of graphic design have been used in this research in order to investigate the characteristics of the processes of banking institutions.

Results. Investigation of the process of granting credit to individual customers of the bank has revealed its inefficient structure and great length that does not meet the expectations of borrowers. Practical recommendations as forits restructuring have been worked out. The parameters of a renewed process for customers satisfaction and efficiency increase of the bankin institution activity have been established.


banking institution; process of granting credit; efficiency; customer expectations

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