Uman NUH | today: 12/22/2024
| Author(s) |
Bechko P.K., Candidate of Economics, , Uman National University of Horticulture, Ukraine Vlasyuk S.A., , , Uman National University of Horticulture Мельник К. М., , , Шеін В. В., , , |
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| Category | |||
| year | 2024 | issue | Issue 105 part 2 |
| pages | 192-203 | index UDK | 336.77 | DOI | 10.32782/2415-8240-2024-105-2-192-203 (Link) |
| Abstract | The article examines the development of Ukraine's banking services market, emphasizing its critical role in ensuring economic stability and facilitating the country's integration into the global financial system. It has been established that the quality of banking services significantly influences the overall competitiveness of financial institutions, contributing to stable revenue streams and profitability. Both global experience and national practices demonstrate that the advancement of the national banking services market is largely contingent upon the quality of customer service. A positive customer-oriented approach forms the foundation for sustained banking activity. Customer loyalty to a banking institution reflects a favorable perception of all aspects of its operations, including the delivery of banking services, staff attitudes toward clients, the institution’s public image, the information disseminated by the bank, and its advertising initiatives. The article outlines several methodological approaches to evaluating service quality, which vary conceptually and methodologically. These include the critical incident technique, as well as the SERVQUAL, SERVPERF, INDSERV, and Kano methods. Banking practice has identified numerous factors influencing the relationship between financial institutions and their clients. Customers tend to favor banking institutions that go beyond standard practices to address their needs and preferences regarding banking services. It is established that the current framework for the development of the national banking services market envisions the establishment of a modern, transparent, and competitive banking system capable of effectively managing financial resources and fostering economic growth. The author proposes key directions for the development of the banking services market, including the integration of digital technologies, the creation of innovative products and services, and the enhancement of financial inclusion among the population. Significant attention is also devoted to reforming the regulatory framework and aligning the banking sector with international standards, measures that are expected to boost investor confidence and enhance the security of financial transactions. | ||
| Key words | financial resources, banking services, banking institution, banking product, factoring, financial leasing, client risk hedging | ||