Qualimetric method for assessing the quality of banking services

Abstract

Strengthening the competition of Ukrainian banks and increasing the requirements of clients to the quality of service in banks lead to the need to develop new methods for providing and assessing the quality of banking services. Objectives for assessing the quality of providing services by the bank may be as follows:determine the competitiveness of a bank or its branches;determination of reserves for improvement of service;introduction of best practices;assessment of the quality of service provision from the point of view of the consumer;rating among several banks or branches of banks;preliminary evaluation for attraction of loans, investments, etc.Existing methods do not take into account the possibility of asses­sing the quality of banking services from the point of view of different subjects, namely:clients of the bank;shareholders and investors of the; management of the bank;state supervision bodies. Therefore, the purpose of this article is to develop a method for assessing the quality of banking services, which will take into account as far as possible the influence of various factors on the quality of services provided by the bank and will be based on scientific principles of qualimetry. To measure and assess the quality of banking services, it is expedient to use the methods of qualimetry. The task of quali­metry is the justification of the choice of quality indicators, methods for their evaluation and the development of methods for determining the optimal values of these indicators. The new method for assessing the quality of banking services on the basis of qualimetry is proposed depending on the subjects of evaluation of their quality, namely, clients of the bank (legal and physical persons), bank shareholders, management of the bank and state authorities. The method is based on the system of multiparametric linear regressions, which allows to take into account and analyze the influence of various factors on the quality of banking services, depending on the subjects of evaluation.Stages of the proposed method for assessing the quality of banking services are based on the following actions: To conduct a selection of factors influencing the quality of banking services depending on the above-mentioned subjects of evaluation. To choose the method of constructing a system of regression equations and to estimate unknown parameters of regression models. Carry out a correlation analysis of the selected indicators of the quality of banking services to assess the correlation between them. Check the developed models for adequacy. Check the coefficients of the developed mo­dels for significance. Calculate and construct intervals of confidence. To analyze the obtained results and to formulate recommendations for improving the quality of banking services. The introduction of the proposed method for quality control of banking services will increase the probability and timeliness of information about the activities of the bank and provide its services at all stages of its activity by all interested subjects of evaluation.

Keywords

• quality, qualimetry, evaluation methods, regression analysis