The concept and criteria of evaluation of the quality of banking services

Authors

V. I. Mileta
Kuban State University, Russian Federation

Abstract

In the modern Russian banking market the most important factor in the competition for customers is the quality of providing a range of banking services. The article considers the concepts of “quality of banking services” and “competitiveness of banking services” and substantiates well-designed conceptual approaches to the assessment of the quality of banking services.

Keywords

banking service, quality, competitiveness, quality assessment, quality indicators

Author Info

V. I. Mileta

Ph.D. in Economics, Associate Professor, Department of World Economics and Management at Kuban State University

Email: mileta@front.ru

References

  1. Аристов О.В. Управление качеством. М.: ИНФРА-М, 2006.
  2. ГОСТ Р 50646-2012. Услуги населению. Термины и определения (утв. приказом Росстандарта от 29 ноября 2012 г. № 1612-ст). URL: http://base.consultant.ru.
  3. Джеймс Д., Канг Дж.-Д. Критерии качества обслуживания: анализ модели качества обслуживания Гренроса // Менеджмент дайджест. 2005. № 2 (8). С. 53–70.
  4. ИСО 9004-2-91. Управление качеством и элементы системы качества. URL: http://quality.eup.ru.
  5. Новаторов Э. Методика оценки качества банковских услуг // Практический маркетинг. 2001. № 10. С. 8–9.
  6. Ожегов С.И. Толковый словарь русского языка / под ред. Л.И. Скворцова. М.: Оникс, 2010.

Statistics

Download data is not yet available.

Article Sidebar

Article Details

Issue

2014 · No. 2 (34)

Section

Banking

Publication History

Published 2014-06-10

How to Cite

[1]
Mileta V.I. The concept and criteria of evaluation of the quality of banking services // Economics: Theory and Practice. 2014. No 2 (34). С. 48–53. URL: https://etip.kubsu.ru/article/view/162

License

Copyright (c) 2014 V. I. Mileta

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.