Development of the methodology for the comprehensive assessment of banking services quality
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Author(s)Amina MussinaLink to ORCID Index: https://orcid.org/0000-0001-9274-6528
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Saltanat AlbekovaLink to ORCID Index: https://orcid.org/0000-0001-9858-032X
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DOIhttp://dx.doi.org/10.21511/bbs.13(1).2018.04
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Article InfoVolume 13 2018, Issue #1, pp. 37-48
- 1535 Views
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220 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.
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JEL Classification (Paper profile tab)G21, G20, G12, C10, E43
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References14
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Tables9
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Figures1
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- Figure 1. Algorithm scheme of a methodology for the comprehensive assessment of banking services quality
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- 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
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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: 2670 Downloads: 355 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.
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ERP implementation in banks: success factors & impact on financial performance
Banks and Bank Systems Volume 12, 2017 Issue #4 pp. 17-30 Views: 2447 Downloads: 1062 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. -
Relationship between bank competition and stability: the case of the UK
Alau Zhanbolatova , Sayabek Ziyadin ,
Kairat Zhumanov ,
Almagul Jumabekova
doi: http://dx.doi.org/10.21511/bbs.13(1).2018.10
Banks and Bank Systems Volume 13, 2018 Issue #1 pp. 98-114 Views: 1705 Downloads: 318 TO CITE АНОТАЦІЯThere is no consensus in theoretical and empirical studies about the relationship between bank competition and stability. This research aims to investigate the relationship between bank competition and stability in the UK. The analysis has been done on a large sample of UK banks for the period 2004–2014. There is quite contrasting evidence on the bank competition and bank soundness relationship. A unified framework has been developed to assess how different factors may make it more likely that the data favor one theory over another. The results suggest that in some cases a U-shaped relationship exists between bank competition and stability. Therefore the conclusion is that in order to protect the bank from different risk exposures a moderate level of bank competition is needed.
