scholarly journals Instrumental support of competitiveness management of service institutions

2021 ◽  
Vol 71 (4) ◽  
pp. 99-107
Author(s):  
N. Serbinenko ◽  
O. Holovan ◽  
O. Oliynyk
Keyword(s):  
Commercial Banks ◽  
Desirability Function ◽  
Reference Value ◽  
Information Support ◽  
Banking Services ◽  
Professional Advice ◽  
Regional Market ◽  
Level Of Satisfaction ◽  
Cost Determination ◽  
Corporate Clients

The effectiveness of the bank's management depends on the information support quality and appropriate diagnostics of the bank's work with its clients, particularly corporate ones. The aim of this investigation is to develop promising tools for diagnostics of the operation of commercial banks serving corporate clients in the regional market. The competitiveness indicator is proposed in this paper as a commercial bank operation diagnostic tool This indicator gives an opportunity to evaluate the bank operation in comparison with its competitors due to the level of satisfaction with the quality of the offered services and the efficiency of its business activities by comparing the bank's competitive position with respect to its competitors. The method of banking services competitiveness determination as a tool of the diagnostics of work efficiency of the third group of commercial banks (PJSC «Metabank», PJSC «Motorbank» and CB «Industrialbank») serving corporate clients in the Zaporizhzhya region market is applied in the paper. The proposed tool for diagnostics of bank efficiency with corporate clients on the basis of determining the integral indicator of banking services competitiveness makes it possible to determine the directions of the increase of its efficiency. The methodology involves step-by-step determination of the average integral evaluation of quality and value indicators of providing services to corporate clients. At the first stage, the selection of quality and cost indicators of providing services to corporate clients and their rationing is performed using the «desirability function» or relatively to the reference value. At the next stage, the weights are calculated according to quality and cost indicators. The offered tool of bank operation efficiency diagnostics makes it possible to reveal directions of the improvement of PJSC «Metabank» work with corporate clients in the regional market, such as: organization of services, improvement of offered services quality and service convenience; increasing the number of branches; improving information support, particularly by improving the staff work with clients concerning professional advice support and by implementing online calculator for services cost determination.

scholarly journals The Impact of Brand Equity on Conversion Behavior in the Use of Personal Banking Services: Case Study of Commercial Banks in Vietnam

2021 ◽  
Vol 14 (8) ◽  
pp. 346
Author(s):  
Thi Thu Cuc Nguyen
Keyword(s):  
Brand Equity ◽  
Commercial Banks ◽  
Structural Equation ◽  
Quantitative Research ◽  
Negative Impact ◽  
Banking Services ◽  
Quantitative Research Methods ◽  
Two Factors ◽  
Customer Services ◽  
The Impact

The brand equity of banks plays a crucial role in determining customer behavior of using their services. The study aims to examine the impact of brand equity on conversion behavior in the use of personal banking services at commercial banks in Vietnam. The paper uses quantitative research methods, through linear SEM (Structural Equation Modelling) analysis, with survey data including 554 samples of individual customers of commercial banks. The study’s findings show that the bank’s brand equity has a negative impact on the behavior of individual customers. In the relationship between these two factors, competitive advertising effectiveness and loyalty of customers act as intermediary factors. On that basis, the study makes a number of recommendations to preclude customers leaving and minimize business losses caused by the conversion of customers’ banks. The findings of this study have shown the importance and impact of brand equity on conversion behavior in the use of personal customer services. These are meaningful contributions both theoretically and practically to help banks get a deeper insight into brand equity and the need to pay attention to building and developing sustainable brand equity for the bank, as well as an important basis for further research.

scholarly journals Development of the banking sector on the basis of modern technologies of service

2018 ◽  
pp. 26-30 ◽  
Author(s):  
O. M. Ermolenko
Keyword(s):  
Technology Use ◽  
Commercial Banks ◽  
Banking Sector ◽  
Innovation Activity ◽  
Financial Intermediaries ◽  
Credit Institution ◽  
Banking Services ◽  
Modern Technologies

The article discusses the main technologies of banking services that determine the quality and level of interaction between banks and customers, as well as to determine the level of innovation and attractiveness of the functioning of commercial banks in the market of banking products and services. Each credit institution forms its strategy taking into account its financial capabilities and the level of technology use, so the provision of new and the most attractive innovations allows banks not only to minimize the level of costs, and increase their activity as financial intermediaries. In addition, at the level of increased competition, all banks are not just trying to keep customers, but also to entice them from other banks, which also determines the level of innovation activity of the Bank. All this determines the main vector of development of the banking sector.

scholarly journals The effect of using the balanced scorecard (BSC) on reducing banking services costs – An applied study on commercial banks in Palestine –: أثر استخدام بطاقة الأداء المتوازن في تخفیض تكاليف الخدمات المصرفية – دراسة تطبيقية على البنوك التجارية في فلسطين –

2021 ◽  
Vol 5 (18) ◽  
pp. 108-88
Author(s):  
Khaled Muhammad Al- Madhoun Khaled Muhammad Al- Madhoun
Keyword(s):  
Balanced Scorecard ◽  
Commercial Banks ◽  
Service Cost ◽  
Banking Services ◽  
Four Dimensions ◽  
The Balanced Scorecard ◽  
Applied Study ◽  
Study Results ◽  
Modern Methods ◽  
Internal Operations

The study aimed to measure the effect of the Balanced Scorecard (BSC), with its four dimensions (financial, clients, internal operations, learning and growth) on reducing banking services costs in commercial banks in Palestine. The study used the descriptive, analytical, and also the regression analysis methods. The study depends on the questionnaire which was addressed, to (general manager, financial director, observer, head of accounting department). The study sample contained (47) employees working in commercial banks in Palestine. The study results showed a significant effect of using the Balanced Scorecard (BSC) and its four dimensions (financial, clients, internal operations, learning and growth) on reducing banking services costs in commercial banks in Palestine, The study recommended the necessity for commercial banks departments in Palestine to pay more attention to clarifying the importance of the Balanced Scorecard (BSC) method, which is one of the modern methods of accounting and its role in reducing banking services costs. And developing service cost plans using the Balanced Scorecard (BSC) and paying attention to all dimensions of the Balanced Scorecard for its role in reducing the costs of the services provided.

INFORMATION SUPPORT OF THE MARKETING RESEARCH SYSTEM OF THE MINERAL WATER MARKET

2021 ◽  
Vol 298 (5 Part 1) ◽  
pp. 245-251
Author(s):  
Alona Tanasiichuk ◽  
Liudmila Serednytska ◽  
Nataliia Dobrovolska ◽  
Keyword(s):  
Mineral Water ◽  
Business Processes ◽  
Consumer Preferences ◽  
Marketing Research ◽  
Information Support ◽  
Water Market ◽  
Business Decisions ◽  
Mixed Form ◽  
Level Of Satisfaction

It has been demonstrated that in the conditions of overcoming the consequences of corona crisis an important issue is the organization of business processes, which, as of the time of the study, is carried out on a mixed form. It is substantiated that enterprises should assess their capabilities and be ready to make quick business decisions in the case of reintroduction of quarantine for enterprises. It is substantiated that the organization of marketing research of commodity markets and timely provision of managers of structural units with reliable information is important for the effective conduct of business by domestic enterprises on a mixed form. In the study the sequence of information support for marketing research of the mineral water market has been developed. The dynamics of incomes and the level of demand of mineral water consumers during the period of corona crisis has been determined. As a result of the research it was concluded that the mineral water market, unlike other sectors of the economy, has favorable prospects for further development. A portrait of a mineral water consumer and his level of satisfaction with the quality of mineral water, pricing and assortment policy on the domestic market have been determined. This study will determine consumer preferences for the choice of mineral water and take into account its results by domestic production and trade enterprises. Other enterprises will be able to develop a similar sequence of information support for marketing research of the commodity market in which they carry out their business activities.

Improvement of Premium Banking Services: The Need and the Potential

2021 ◽  
pp. 158-176
Author(s):  
Tatiana V. Schastnaya ◽  
◽  
Arina V. Horoshilova ◽  
Keyword(s):  
Financial Market ◽  
Commercial Banks ◽  
Banking System ◽  
Quality Parameters ◽  
Economic Interests ◽  
Banking Services ◽  
Balanced Development ◽  
Real Value ◽  
Financial Awareness ◽  
Market Premium

The need for a transition to an intensive and innovative development path is overdue in the banking system of Russia. The quality parameters of the premium banking service program for top-5 banks were analyzed. Factors of interest to the banks and their clients were identified. Suggestions on possible ways to improve premium banking programs were formulated. For the analysis, the authors selected banks with the most interesting bonus programs. The contextual analysis of the qualitative parameters of the premium banking programs allowed identifying these programs’ important components and possible problems. These are: the digitalization of banking services, which actively penetrates the segment of the wealthy client; lower business margins; search for the real value of a premium service for the customer. In the authors’ opinion, the most urgent problem is the combination of trends in the digitalization of the banking services and the needs of individualization of the approach to servicing a premium client. The main directions for improving premium banking programs were formulated. They are associated with improving the skills of the program staff; searching for new additional offers and organizing operational feedback for this; expanding the line of financial products offered to premium customers, for example, investment and insurance products, legal services. Premium banking provides a premium client with a special status in terms of service individualization, involves working with target segments, and offers bonus programs of banking products and services aimed at specific target audiences. Therefore, premium banking encourages the bank to identify and differentiate different target groups (audiences) by income level, investment goals, etc.; to conduct events (training seminars, conferences, presentations) to attract individuals to the financial market. Premium banking provides a balance between the economic interests of the company, the financial market and the banking system, commercial banks and individuals. Therefore, the task of developing this segment of the banking services market becomes relevant, meeting the modern needs of the economy. Primarily, the introduction and improvement of premium banking are beneficial to commercial banks themselves, as it increases their level of competitiveness, contributes to the formation of customer loyalty, thus allowing for a more complete satisfaction of customer needs in special services. Currently, improvements in premium banking could also contribute to raising the financial awareness of private clients concerning investment opportunities in the financial markets that would provide effective and balanced development of the financial market of Russia.

Investigating determinants of competitiveness of the retail banking service in Vietnam: a customer approach

2020 ◽  
Vol 20 (1) ◽  
Author(s):  
Nguyen Dac Thanh ◽  
Luu Thi Thuy Duong ◽  
Nguyen Huu That ◽  
◽  
◽  
...  
Keyword(s):  
Service Quality ◽  
Commercial Banks ◽  
Distribution Channels ◽  
Retail Banking ◽  
Banking Services ◽  
Banking Service ◽  
Specific Factors ◽  
Big Cities ◽  
The Impact

This study is conducted to clarify the impact of the factors on the competitiveness of retail banking services in Vietnam’s commercial banks from the customer’s approach. The hypothesis in this paper is proposed that the competitiveness of retail banking services is related to the following factors: service quality, fees, distribution channels, promotion activities, and brand. The data is used from the survey conducted by 438 individual customers who have been using retail banking services in Vietnam’s big cities. This paper shows that the specific factors which are positively impact the competitiveness of retail banking services in Vietnam can be seen as prices (service fees), promotion activities, brand and distribution channels and service quality. The findings in this research could be an academic basis towards the improvement of the policies for retail banking services in Vietnam.

scholarly journals Customer Satisfaction in Retail Banking Services in Nepal

2019 ◽  
Vol 12 (1) ◽  
pp. 45-58
Author(s):  
Phul Prasad Subedi
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Financial Institutions ◽  
Commercial Banks ◽  
Retail Banking ◽  
Descriptive Statistics ◽  
Banking Services ◽  
Factors Affecting ◽  
Independent Variables ◽  
The Relationship

This research mainly focuses on analysing the factors affecting customer satisfaction in retail banking in Nepal. The study adopts descriptive and explorative research design to deal with the fundamental issues associated with various factors of customers’ satisfaction and retail banking. The study is based on questionnaire survey of 200 customers of 10 different “A” class financial institutions, i.e. commercial banks. Descriptive statistics, correlation coefficient and regression analysis have been applied to estimate the relationship between customer satisfaction as dependent variable and service quality variables as independent variables. The empirical evidences indicate that reliability, responsiveness, assurance and tangibles factors have positive and significant impact on customer satisfaction. It reveals that higher the level of responsiveness, reliability, assurance and tangibility higher would be the customer satisfaction.

Determinants of Diffusion and Adoption of ATM cum Debit Cards in Indian Banking Sector

2019 ◽  
Vol 21 (5) ◽  
pp. 1263-1278
Author(s):  
Kamalpreet Kaur ◽  
Mandeep Kaur
Keyword(s):  
Public Sector ◽  
Market Share ◽  
Commercial Banks ◽  
Banking Sector ◽  
New Technology ◽  
Banking Services ◽  
Public Sector Banks ◽  
Interest Income ◽  
Automated Teller Machine ◽  
Debit Cards

Plastic cards are the neglected innovation as far as its research on diffusion and adoption from bankers’ perspective is concerned. The study emphasizes on the identification of factors which may have influenced the banks to adopt Automated Teller Machine (ATM) cum debit cards along with their traditional banking services. Bank-specific variables were investigated to deepen the understanding of the diffusion and adoption of ATM cum debit cards. The sample of the study is confined to 50 commercial banks, out of which 23 are private and 27 are public sector banks. The empirical findings reveal that size, non-interest income, non-performing assets, profitability, age and market share of the bank are the variables which have contributed significantly in the diffusion and adoption of ATM cum debit cards. The present study would serve as the roadmap for the regulators to frame policies and guidelines while introducing new technology in the industry, which are best suited to customers as well as bankers.

ISSUES OF DEVELOPMENT AND IMPLEMENTATION OF INNOVATIVE BANKING PRODUCTS

2016 ◽  
Vol 10 (5) ◽  
pp. 69-80
Author(s):  
Анатолий Масленников ◽  
Anatoliy Maslennikov ◽  
Надежда Масленникова ◽  
Nadezhda Maslennikova
Keyword(s):  
Information And Communication Technologies ◽  
Commercial Banks ◽  
Information Technologies ◽  
Great Difficulty ◽  
Banking Services ◽  
Centralized Management ◽  
Decentralized Management ◽  
Bank Employees ◽  
Self Service ◽  
The Individual

Many banks are successfully working in the conditions of growing competition and declining profitability; they are looking for new options to increase the number of their customers, reduce operating costs and improve the efficiency of operations. Medium-sized and large banks, which, as a rule, have numerous and very costly structure, with great difficulty manage to fulfill these requirements. The solution of this problem is possible through the development and introduction of innovative banking products and the provision of modern banking services. Creation of innovative banking products and services –it is the transition from the focusing on the mandatory adherence to applicable regulations, centralized management and the priority of the executive to the orientation on a customer, decentralized management and technology deserted. Creation of innovative banking products and services - is the transition from the orientation to the mandatory adherence to applicable regulations, centralized management and the priority of an executive to orientation on the customer, decentralized management and untended technologies. The main prerequisites for the development of innovative banking products are: individual approach to customers, the development of information and communication technologies, and the active introduction of self-service. Innovative banking products are significantly less time-consuming for the use of bank employees’ work, but functionally more flexible and profitable; the strategy of commercial banks is built based on them. Creation of innovative banking products and services - it is: 1) a definite step in the development of banking technologies, aimed at building a modern strategy of commercial banks; 2) a new organization of interaction with the client in the delivery of banking services. The concept of creation of innovative banking products and services include the following principles: implementation of responsibility decentralization to the level of additional office; development of intra-entrepreneurship; development of customer-oriented organizational structure; decentralization of work leading to the integration of strategic and operational liability; the introduction of material incentives for the individual activity results on a contract basis; development of self-service based on the complex of automated banking devices and information technologies. Implementation of these principles will lead to the direct process of introduction of innovative banking products and services, and focuses the bank employees on meeting customer needs.

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