Development of the methodology for the comprehensive assessment of banking services quality
-
Author(s)Amina MussinaLink to ORCID Index: https://orcid.org/0000-0001-9274-6528
,
Saltanat AlbekovaLink to ORCID Index: https://orcid.org/0000-0001-9858-032X
-
DOIhttp://dx.doi.org/10.21511/bbs.13(1).2018.04
-
Article InfoVolume 13 2018, Issue #1, pp. 37-48
- 1613 Views
-
242 Downloads
This work is licensed under a
Creative Commons Attribution-NonCommercial 4.0 International License
The crisis in the world financial markets, the capitalization of bank profits, the size of which is insufficient to maintain the existing level of the banking system of Kazakhstan, has actualized the quality problem not only in terms of forming credit portfolios of banks, managing banking risks, but also offering high-quality banking services.
Despite the fact that the banking services quality cannot directly affect the financial sphere, the production sphere, and also affect the sharp decline in the economy, the economic losses from poor banking services can significantly increase, causing significant losses to banks. At the same time, it should be considered that the financial losses of the firms as active participants in financial markets are significant in the amount of losses. Consequently, the banking services quality can cause not directly, but indirectly both the success of the banking business and the possible losses of banks. In order to manage the quality of banking services, it is necessary to have certain methods for analyzing and assessing the quality of banking services. This article attempts to solve this issue.
Using various research methods, based on obtaining real assessments of respondents, the present paper presents a methodology for the comprehensive assessment of banking services quality. The developed mechanism includes consolidation of organizational and methodological and economic and statistical methods of research: a five-step SERVQUAL model, integral and general indices, a multiple queue system, instruments of correlation and regression analysis that determine the level of customer satisfaction and problem characteristics of the quality of services offered.
- Keywords
-
JEL Classification (Paper profile tab)G21, G20, G12, C10, E43
-
References14
-
Tables9
-
Figures1
-
- Figure 1. Algorithm scheme of a methodology for the comprehensive assessment of banking services quality
-
- Table 1. Values of general and integral quality indicators
- Table 2. Evaluation of banking services quality compliance with the requirements of consumers
- Table 3. The main indicators of the model for assessing banking services quality of two groups of respondents
- Table 4. Number of bank’s customers flow
- Table 5. Value of theoretical frequencies for the customers flow
- Table 6. Bank customer service time
- Table 7. Average customer service time interval
- Table 8. Theoretical frequencies value for customer service time intervals
- Table 9. Performance characteristics of the bank’s credit departments, represented by the multichannel waiting QS
-
- Andreyev, I. (1998). Criteria of competitiveness of homogeneous banking services. Marketing, 1, 38-40.
- Chernyshev, B. (2004). Management in service economy: essence and content. Problems of management theory and practice, 1, 109.
- Choga, I., Mapanga, A., & Munapo, E. (2017). Factors impeding the use of banking services in rural Southern African states. Banks and Bank Systems, 12(3), 228-236.
- Deming W. E. (1982). Out of the Crisis. New Paradigm for Managing People, Systems and Processes (528 p.). Cambridge, Mass: MIT.
- Fomin, G. P. (2005). Mathematical methods and models in commercial activity: A textbook for university students studied in economics specialties. Moscow: Finance and Statistics.
- Frenkel, A. A. (1989). Prediction of labor productivity: methods and models. Moscow: Economics.
- Gronroos, Ch. (1982). Strategic management and marketing in the service sector. Swedish School of Economics and Business Administration, Helsingfors, Finland.
- Korolev, Yu. G., Rabinovich, P. M., Shmoilova, R. A. (1985). Statistical modeling and forecasting. Moscow: MESI.
- Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of Services Marketing, 14(3), 217-231.
- McDougall, G. H. G., Levesque, T. (2000). Analyzing customer satisfaction with service quality in life insurance services. Journal of Targeting, Measurement and Analysis for Marketing, 18(3-4), 221-238.
- Mylonakis, J. (2009). Private banking services, private banking customers’ profile and their investment behavioral preferences. Banks and Bank Systems, 4(1).
- Novatorov, E., Novitskaya, V. (2012). Modification and empirical verification of the methodology for measuring the quality of SERVQUAL services for banking services. Marketing and Finance, 1.
- Oskooii, N., & Albonaiemi, E. (2017). Measuring the customer satisfaction based on SERVQUAL model (case study: Mellat Bank in Tehran city). Innovative Marketing, 13(2), 13-22.
- Ulas Akkucuk & Behcet Teuman (2016). Assessing service quality in online banking services. Problems and Perspectives in Management, 14(2-1), 183-191.
-
Evaluating the nationalization & privatization effect: a case of Indian banking industry
Manju Rajan Babu ,
Ashok Kumar M.
doi: http://dx.doi.org/10.21511/bbs.13(1).2018.02
Banks and Bank Systems Volume 13, 2018 Issue #1 pp. 11-21 Views: 2901 Downloads: 409 TO CITE АНОТАЦІЯThe facilitation of economic transactions and friendly investor environment is undertaken through effective performance of financial systems. Mobilization of savings and funding the profitable business opportunities are essential in improving the efficiency of intermediation. The study aims to evaluate the effects of nationalization and privatization on Indian banks. Various factors have been considered to examine the effects of privatization and nationalization, including sources of public sector inefficiency, measures of firm performance, econometric issues, and the mode of privatization. The data was collected for the period of 1998 to 2016 from Indian banks. Data Envelopment Analysis (DEA) was used to evaluate the financial reports of the banks selected to evaluate the efficiency of input and output variables. Positive results were observed, concerning the efficiency and profitability of banking industry after banks’ privatization. Performance of private banks has been observed effective and efficient as compared to the public sector banks. Privatization of banks must be increased and maintained to sustain the efficiency of the banks and implement strategies to maintain the assets. Future studies may recruit more appropriate sample size to evaluate the privatization and nationalization effects of Indian banking industry. Greater number of banks will provide more precise results, using data envelopment analysis.
-
ERP implementation in banks: success factors & impact on financial performance
Banks and Bank Systems Volume 12, 2017 Issue #4 pp. 17-30 Views: 2749 Downloads: 1155 TO CITE АНОТАЦІЯThe study aims to measure the extent of implementing ERP systems in the banking sector in Jordan, and identify the main factors that influence the implementation decision, in addition to measure the impact of the post-implementation of the ERP system on the financial performance. The study utilized a content analysis as a research instrument. The study of population consisted of all the banks in Jordan, where the study applied ‘Purposive Sample’ type. Therefore, the study included 11 banks from 2011 to 2016.
The study indicated that the implementation year of the ERP system started in most of the Jordanian banks in 2013, and the rates vary from bank to bank according to their importance and the level of awareness. Training courses are considered the main variable that these banks face in the process of implementation. In addition, awareness of the advantages, the cost, and supporting the infrastructure are the core factors needed to influence the implementation decision.
There is no impact when implementing an ERP system on the financial performance of the Jordanian banks in regard to the ROI and the DPS; on the other hand, there is an impact of the ERP system on the overall performance of the banks.
The study recommends to disseminate knowledge on the advantages of implementing of ERP system in Jordanian banks and to develop the IT department efficiency. Moreover, it will be worthwhile to examine the effect of ERP systems by utilizing financial and non-financial measurements. -
Internal audit and financial performance of Yemeni commercial banks: Empirical evidence
Saddam A. Hazaea ,
Mosab I. Tabash ,
Jinyu Zhu ,
Saleh F. A. Khatib ,
Najib H. S. Farhan
doi: http://dx.doi.org/10.21511/bbs.16(2).2021.13
Banks and Bank Systems Volume 16, 2021 Issue #2 pp. 137-147 Views: 2051 Downloads: 749 TO CITE АНОТАЦІЯThis study seeks to verify the contribution of internal audit (IA), especially its role in improving financial performance in Yemeni commercial banks, with a specific focus on three factors, namely: the independence and objectives of IA, the quality of IA and the size of IA. This study reviews some existing literature on the contribution and role of IA in improving financial performance. It relies on available data from questionnaires. 90 questionnaires were distributed to nine commercial banks in Yemen (23 branches) working under the supervision of the Central Bank of Yemen; 81 questionnaires (90%) were regained and used in the process of analysis. To analyze the data, three analysis approaches were used, including description, correlation, and regression. The results showed that the IA has a significant impact on the overall performance of Yemeni commercial banks. Furthermore, the results showed that the auditors’ efficiencies, as well as their financial and accounting experiences, have a significant and positive impact on financial performance. It was revealed that the independence and objectivity of internal auditors are highly insignificant for financial performance. However, the size of IA and the frequency of the auditors’ meetings have a negative and significant effect on financial performance. This study provides some recommendations for improving the effectiveness of IA, which in turn will contribute to improving financial performance.
