MODERN METHODOLOGY FOR ASSESSING THE QUALITY OF BANKING SERVICES FOR INDIVIDUALS
DOI:
https://doi.org/10.60078/3060-4842-2026-vol3-iss2-pp96-103Abstract
This article explores modern methodological approaches to assessing the quality of banking services provided to individuals. In the context of digital banking expansion, omnichannel service models, and the increasing importance of customer experience, traditional evaluation criteria are no longer sufficient. The study conceptualizes service quality as a multidimensional economic category and proposes an integrated assessment framework incorporating functional efficiency, digital interface usability, communicative transparency, security standards, and customer loyalty indicators. Particular emphasis is placed on combining subjective satisfaction metrics with objective operational parameters. As a result, a modern methodological model is developed to support continuous monitoring and strategic management of service quality in retail banking for individuals
Keywords:
banking service quality individuals assessment methodology customer satisfaction digital banking service efficiency security integrated index omnichannel modelReferences
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