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Quality of Services and Bank Servicing in the System of Managing Competitiveness of Banks


  • Bazadze Kamila M.

    () (Kharkiv Institute of Banking of the University of Banking of the National Bank of Ukraine)


The article is devoted to study of problems of development of bank services and perfection of bank servicing on the basis of application of information technologies, which should become a strategically important factor of competitiveness of modern commercial banks. Assessment of quality of bank servicing of retail clients, in accordance with the SERVQUAL model, helped to reveal a strategic discrepancy between expectations of the target audience and factual level of the provided banking services, which refers mostly to such components as understanding, assurance and tactfulness. The article proves that constancy of market positions of a bank in competition in the long-term prospect is based on three factors: active marketing support of competitiveness and permanent renovation and expansion of a set of banking services; system increase of personnel potential at a global level and application of interactive forms of bank servicing of clients, which are based on modern information and Internet technologies.

Suggested Citation

  • Bazadze Kamila M., 2013. "Quality of Services and Bank Servicing in the System of Managing Competitiveness of Banks," Business Inform, RESEARCH CENTRE FOR INDUSTRIAL DEVELOPMENT PROBLEMS of NAS (KHARKIV, UKRAINE), Kharkiv National University of Economics, issue 5, pages 318-324.
  • Handle: RePEc:idp:bizinf:y:2013:i:5:p:318_324

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