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The object of the research is modern online services and machine learning libraries for predicting the probability of the bank client's consent to the provision of the proposed services.One of the most problematic areas is the high unpredictability of the result in the field of banking marketing using the most common technique of introducing new services for clients–the so-called cold calling. Therefore, the question of assessing the probability and predicting the behavior of a potential client when promoting new banking services and services using cold calling is particularly relevant. In the course of the study, libraries of machine learning methods and data analysis of the Python programming language were used. A program was developed to build a model for predicting the behavior of bank customers using data processing methods using gradient boosting, regularization of gradient boosting, random forest algorithm and recurrent neural networks. Analogous models were built using cloud machine learning services Azure ML, BigML and the Auto-sklearn library. Data analysis and prediction models built using Python language libraries have a fairly high quality–an average of 94.5%. Using the Azure ML cloud service, a predictive model with an accuracy of 88.6% was built. The BigML machine learning service made it possible to build a model with an accuracy of 88.8%. Machine learning methods from the Auto-sklearn library made it possible to obtain a model with a higher quality–94.9%.This is due to the fact that the proposed libraries of the Python programming language allow better customization of data processing methods and machine learning to obtain more accurate models than free cloud services that do not provide such capabilities. Thanks to this, it is possible to obtain a predictive model of the behavior of bank customers with a fairly high degree of accuracy. It is worth noting that in order to make a prediction (forecast), it is necessary to study the context of the task, process the data, build various machine learning algorithms, evaluate the quality of the models and choose the best of them.

The purpose of the study is to discuss the importance of brand trust in the banking industry in the Philippines. This study aims to determine various factors' effect on customer loyalty in a banking service environment. It empirically tests a model that proposes that consumer brand trust and brand effect influence consumer brand loyalty. We used a partial least squares structural equation modeling (PLS-SEM) to test the hypothesis and model. The findings indicated that customer satisfaction influenced consumer brand loyalty. Additionally, the results have a positive, though nonsignificant, the indirect effect of consumer brand trust on the relationship between satisfaction and consumer loyalty., Journal details: https://www.abem.ca/journal, {"references":["Albarq AN 2023. The impact of CKM and customer satisfaction on customer loyalty in Saudi banking sector: the mediation role of customer trust. Administrative Science, 13(3), 90. https://doi.org/10.3390/admsci13030090","Bianchi C. 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Lately, the global banking services industry has faced numerous challenges: the digitalization, increased competition, the instability of monetary and foreign exchange markets, and the volatility of exchange rates. However, at present, banks are facing the greatest challenge of all that is, placing the customers at the centre of business and the systematic follow-up of customer satisfaction. The present paper aims at assessing the influence of a series of determinants and socio-demographic factors on customer satisfaction with banking services in Romania, using the probit and logit models. The research focused on the Romanian banking market due to its distinctiveness within the European context – performance indicators above the European average during the past five years and a concentration level that discloses a significant growth potential. The results of the two models employed revealed similar results, with the most influential variables on customer satisfaction being convenience, e-banking, quality, and revenues. First published online 14 March 2022

In the light of the increasingly massive implementation of technology in retail settings, the present research aims at exploring the relationships between interacting factors of the retail servicescape: human interaction, automated service, and atmosphere, and their impact on customer satisfaction regarding the service. We develop a theoretical framework to understand the relationships between the single components of the servicescape and we empirically test our framework within the context of retail banking services. We develop a moderated mediation model on a sample of 1346 retail banking customers. We find that the human factor mediates the relationship between self-service technologies and satisfaction, and that this mediation is negatively moderated by a favourable perception of the banking service atmosphere. Theoretical and managerial implications are discussed.

Today, consumers of banking services use digital channels for routine transactions, but for complex transactions, many of them choose personal interaction, even though their needs change in accordance with changing social, economic, cultural and technological trends. In this regard, the need to expand digital banking offerings focused on increasing customer loyalty and taking into account various factors, ranging from personalization of experience to reducing security risks, is being actualized. Despite the fact that digital banking symbolizes convenience, consumer’s still lack human communication and personal connection, so modern financial organizations should combine digital practice with physical interaction. These transformations will contribute not only to the creation of new products and services, but also to the formation of complex ecosystems that support the humanization of the digital experience of interaction with consumers.

The purpose of this article is twofold: (1) to investigate the emotions experienced by banking customers when using live chat services and their impact on positive word-of-mouth intentions; and, (2) to identify which dimensions of e-service quality (accessibility, customer service and support, perceived security/privacy and design) impact these emotions. A survey was conducted with 682 members of a Web-based panel. Findings demonstrate that emotions, both positive and negative, significantly impact word of mouth. Results further reveal that customer service and support followed by design of live chat services mostly influence consumer emotions. On a practical level, the recommendations provided will improve consumer experience and encourage consumers to use live chat services. This is all the more important since such services are now part of the promotion and contribution of a sustainable mode of consumption that is accessible to all.

The article discusses the internal economic reasons that have involved financial system market of the developing countries in unstable development. Especially, in the context of the ongoing post-impact of the coronavirus pandemic, it is noted that the existing interstate ties between market developing countries have led to a weakening of the service activities of banks and the savings of the population. Specific approaches are outlined to overcome the current circumstances and improve banking services.

With the development of information and communication technologies and the formation of social media platforms, people's use of the internet has become widespread. This situation affected many sectors, especially banking. In this respect, important developments have been experienced in the banking sector. Banks and financial institutions have tended to use technology in the services they will offer to customers and have developed various applications. Thus, digital banking services were made available to customers. Thanks to digital banking services, customers have the opportunity to perform their banking transactions easily, quickly and securely. Innovations made by banks and financial institutions in products and services have caused customers to demand these services even more. In this context, the effect of digital banking services on the financial performance of banks was examined through the financial data obtained from banks registered to the Banks Association of Turkey. In this direction, starting from the findings obtained in the analysis section of our research, it has been observed that the digital banking services offered by banks in Turkey have positive effects on the financial performance of banks., Bilgi iletişim teknolojilerinin gelişimi, sosyal medya platformlarının oluşumu ile insanların internet kullanımı yaygınlaşmıştır. Bu durum başta bankacılık olmak üzere birçok sektörü etkilemiştir. Bu açıdan bankacılık sektöründe önemli gelişmeler yaşanmıştır. Bankalar ve finansal kuruluşlar müşterilere sunacakları hizmetlerde teknolojiyi kullanmaya yönelmiş ve çeşitli uygulamalar geliştirmiştir. Böylelikle dijital bankacılık hizmetleri müşterilerin kullanımına sunulmuştur. Müşteriler, dijital bankacılık hizmetleri sayesinde kolay, hızlı ve güvenli bir şekilde bankacılık işlemlerini gerçekleştirebilme imkanına erişmiştir. Banka ve finans kuruluşlarının ürün ve hizmetlerde yapmış olduğu yenilikler, müşterilerin bu hizmetleri daha da çok talep etmelerine neden olmuştur. Bu bağlamda Türkiye Bankalar Birliği’ne kayıtlı bankalardan elde edinilen finansal veriler üzerinden dijital bankacılık hizmetlerinin bankaların finansal performansına etkisi incelenmiştir. Bu doğrultuda araştırmamızın analiz bölümünde elde edinilen bulgulardan yola çıkılarak, Türkiye’de bankaların sunduğu dijital bankacılık hizmetlerinin, bankaların finansal performanslarına pozitif etkilerinin olduğu gözlemlenmiştir.

In the globalizing world, the increase of customers who can make rational decisions has raised the competition in the banking sector and the banks have focused on the customers. It has become significant for banks to communicate with the customers one-on-one and the services started to be offered through alternative distribution channels. The aim of this study is to determine the factors that customers care about in call centers, which are an alternative distribution channel, and to measure the effect of these factors on bank preferences. The data were obtained from surveys applied to 498 participants and then factor and variance analysis were applied. According to the results of the research, it was determined that 51,4% of the customers thought to change the bank when they were not satisfied of the call centers which they received service. It has been determined that other factors, customer representative factor and service factor are important in the choice of banks, respectively. It was concluded that women attach more significance to all factors than men, monthly lown-income earner and students give importance to the service factor, housewives and unemployees consider the customer representative factor as important., Küreselleşen dünyada rasyonel kararlar verebilen müşterilerin artması bankacılık sektöründeki rekabeti yükseltmiş ve bankalar müşteriyi odak noktalarına almıştır. Bankalar için müşterilerle birebir iletişim kurmak önem kazanmış ve alternatif dağıtım kanalları aracılığıyla hizmetler sunulmaya başlanmıştır. Bu çalışmanın amacı bir alternatif dağıtım kanalı olan çağrı merkezlerinde müşterilerin önem verdiği faktörleri belirlemek ve bu faktörlerin banka tercihine etkisini ölçmektir. Veriler 498 katılımcıya uygulanan anketlerden elde edilmiş ardından faktör ve varyans analizine tâbi tutulmuştur. Araştırmanın sonuçlarına göre çağrı merkezinden memnun kalınmadığında müşterilerin %51,4’ünün hizmet aldığı bankayı değiştirmeyi düşündüğü tespit edilmiştir. Banka tercihinde sırasıyla diğer faktörler, müşteri temsilcisi faktörü ve hizmet faktörünün önemli olduğu görülmüştür. Kadınların erkeklere göre tüm faktörlere daha çok önem verdiği, aylık geliri düşük olanların ve öğrencilerin hizmet faktörüne önem verdiği, ev hanımı ve işsizlerin ise müşteri temsilcisi faktörüne önem verdiği sonucuna ulaşılmıştır.

PurposeThe purpose of this paper is to analyse the quality of banking services provided in support of small- and medium-sized enterprises' (SMEs) internationalization from the customers' perspective.Design/methodology/approachCustomer satisfaction of 50 Italian SMEs with the banking services provided for international activities has been evaluated by adopting the Kano model's continuous and discrete analyses.FindingsResults show which banking services provided for business internationalization are necessary to satisfy customers' expectations, which services customers like having and dislike not having and which services are unexpected by customers creating a high increase in satisfaction when provided.Research limitations/implicationsThis work shows the value of the Kano model in evaluating the non-linear relationship between customer satisfaction and quality of banking services for the international activities of companies. The main limitation of this work is the limited geographical context of the investigation.Practical implicationsThis research suggests banks to transform their role in the relationship with SMEs from mere financiers to active partners committed to their growth abroad by offering a wide range of services not just financial, but also counselling and care professional, thus achieving mutual benefits.Originality/valuePrevious works on banking services and business internationalization are focussed on the transaction costs, information asymmetries and the impact of online banking. This work advances available knowledge by analysing the customer's point of view, evaluating the satisfaction of SMEs which, although more dependent on banks for their expansion abroad than large listed companies, are mostly ignored by literature.

In this article the authors consider a number of topical issues of banking services related to the provision of credit, taking into account the explanations of the Supreme Court of the Russian Federation and the Supreme Arbitration Court of the Russian Federation. In particular, the following issues of law enforcement practice are considered: 1. on the establishment of additional fees for the loan agreement; 2. on the possibility of the return of illegally accrued and collected commissions; 3. on the liability of the bank in the situation of charging illegal fees from the borrower; 4. about the possibility of partial early repayment of a loan; 5. on imposing on the borrower life insurance services in connection with the provision of a loan; 6. on calculating the limitation period when a bank sends a request for early repayment of a loan.

актуальность статьи обусловлена общественно значимым характером контрольно-надзорной деятельности Банка России в банковской системе и на финансовом рынке в современный период. Цель статьи – выявить финансово правовые и административно-правовые аспекты правосубъектности Центрального банка РФ в сфере защиты прав инвесторов на финансовом рынке и потребителей финансовых услуг, включая банковские услуги. Авторами использованы междисциплинарный подход и формально-юридический метод, а также общенаучные методы. Отмечается обоснованность рассмотрения полномочий Банка России в указанной сфере общественных отношений с позиций публичного банковского права как подотрасли финансового права и теории административного права о месте Центрального банка РФ в системе органов публичного управления. Изложены авторские аргументы в поддержку предложения о сосредоточении полномочий по защите прав потребителей финансовых услуг, включая банковские услуги, в ведении Центрального банка РФ. Подчеркивается актуальность деятельности Банка России по защите прав неквалифицированных инвесторов на финансовом рынке и обсуждения Банком России и Минфином России защиты прав неквалифицированных криптоинвесторов., the relevance of the article is due to the modern socially significant nature of the control and supervisory activities of the Bank of Russia in the banking system and in the financial market. The purpose of the article is to identify financial, legal and administrative aspects of the Central Bank of the Russian Federation legal status including the protection of investors’ rights in the financial market and consumers of financial and banking services. An interdisciplinary approach and a formal legal method, as well as general scientific methods have been used in this research paper. The authors note the necessity of considering the powers of the Bank of Russia in public relations from the standpoint of public banking law as a sub-branch of financial law and the theory of administrative law on the place of the Central Bank of the Russian Federation in the public administration system. There are also supportive arguments of the proposal to concentrate the powers to protect consumers’ rights of financial and banking services under the jurisdiction of the Central Bank of the Russian Federation. The significance of the Bank of Russia’s activities to protect the rights of unqualified investors in the financial market and the discussion between the Bank of Russia and the Ministry of Finance of Russia on the protection of unqualified crypto investors is emphasized in this article.

Neuromarketing as research method contrbutes to understanding consumer behavior a step further than traditional marketing research. The aim of the current study is to explore the usability and cognitive understanding of banking services webpages. In this regard, the theoretical part of the article reviews the relevant literature related to neuromarketing as research method and the use of eye-tracker as research technique. Further on, a two-step research design was developed for studying the consumers’ attention and memory during and after viewing two Romanian banking services websites. The results showed that the way information is structured and presented on the webpages influence their usabiliy and cognitive understanding.

The financial equilibrium (“financial health”) of the enterprises is a prerequisite for their sustainable development, which ensures macroeconomic stability of the economy and the welfare of the state. It should be supported by the banking system, which performs the function of the effective reallocation of capital. Recently, the Ukrainian banking system itself is in a challenging situation and is undergoing a period of transformation. The purpose of the study is to assess how sufficiently the banking system of Ukraine supports the financial equilibrium of enterprises and to find the possibilities to strengthen its role in the progress of the real sector of economy. The authors single out three stages of financial equilibrium growth; each of them can be supported by the relevant banking services. The empirical analysis proves that the Ukrainian banks successfully ensure only the first stage, namely, liquidity balancing. To quantitatively assess the role of the banking system in supporting the enterprises’ financial equilibrium, a multivariate regression applying mathematical gnostic analysis in the program shell R Console is used. The research makes it possible to find out that only the economy monetization, the share of time deposits of economic entities and growth rate of mortgage loans have a positive effect. The authors conclude that the problems of both enterprises and the banking system are in the sphere of development and implementation of government economic policy and are aggravated by the restrictive monetary policy.

Введение: развитие системы идентификации и аутентификации личности при получении доступа к банковским услугам путем использования заранее переданных биометрических персональных данных — необходимость и потребность цифровых технологий Российской Федерации. Цель: исследовать вопросы реализации биометрических технологий в банковской системе РФ, проанализировать действующее финансово-правовое законодательство на предмет построения механизма функционирования данных инноваций. Методологическая основа: диалектический метод, метод анализа и синтеза, сравнительно-правовой методы. Результаты: аргументирована авторская позиция по вопросам реализации биометрических технологий в банковской системе РФ; проведен анализ действующего финансового-правового законодательства на предмет построения механизма функционирования данной инновации, исследован зарубежный опыт использования передовых биометрических технологий в банковском секторе, а также выявлены основные технические и финансово-правовые проблемы уязвимости системы. Выводы: технические и финансово-правое проблемы, рассмотренные в статье, необходимо разрешать путем открытого аргументированного диалога между представителями органов государственной власти, общественных институтов и граждан. При внедрении в практику биометрических технологий необходимо заимствовать успешный, позитивный зарубежный опыт и осуществлять непрерывный мониторинг законодательства РФ с целью обеспечения прав и свобод человека и гражданина., Background: the development of system of identification and authentication of an individual when accessing banking services through the use of pre-transmitted biometric personal data is the necessity and the need for the digital development of the Russian Federation. Objective: to study the issues of the implementation of biometric technologies in the banking system of the Russian Federation, to analyze the current financial and legal legislation in order to build the construction of a mechanism for functioning this system. Methodology: dialectical method, method of analysis and synthesis, comparative legal methods were used. Results: the author’s position on the implementation of biometric technologies in the banking system of the Russian Federation is reasoned; the analysis of the current financial and legal legislation for the construction of the mechanism for the functioning of this system is carried out, the foreign experience of using advanced biometric technologies in the banking sector is studied, and the main technical and financial and legal problems of the vulnerability of the system are identified. Conclusions: the technical and financial-legal problems considered in the article should be resolved through an open, reasoned dialogue between representatives of state authorities, public institutions and citizens. When implementing biometric technologies, it is necessary to borrow successful, positive foreign experience and continuously monitor the legislation of the Russian Federation in order to ensure human and civil rights and freedoms.

Банки являются одним из центральных звеньев рыночных структур, потому развитие их деятельности необходимое условие функционирования современной экономики. Банковские продукты и услуги представляют собой банковские операции по обслуживанию клиента, которые удовлетворяют его определенные потребности. Эффективная гибкая система банковских операций с широкой клиентурой может и должна способствовать мобилизации внутренних сбережений., Banks are one of the central links of market structures, therefore the development of their activities is a necessary condition for the functioning of a modern economy. Banking products and services are banking customer service operations that meet their specific needs. An effective flexible banking system with a wide clientele can and should help to mobilize domestic savings.

International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies, 11, 4, 11A04Q: 1-12

В статье описаны результаты исследования сильных и слабых сторон сферы банковских услуг в России. Получена независимая оценка деятельности банков Российской Федерации. Исходя из полученных данных, процесс пользования банковскими услугами может стать максимально комфортным, если предпринять соответствующие усилия. Раскрываются и подробно обсуждаются факторы формирования рынка. Сделаны выводы о возможностях и перспективах развития данного рынка. Проведенный авторами анализ предоставляет возможность для реализации мероприятий по улучшению и совершенствованию данной сферы. Сформулированные выводы соответствуют поставленным в статье целям и полученным результатам исследования.

В статье рассмотрены особенности использования банковских услуг в кредитной организации. Основываясь на изучении уже существующих методик к распределению инструментов и методов управления качеством банковских услуг кредитной организации, которые дают возможность определить все необходимые инструменты исходя из задач, которые стоят перед кредитной организацией, а также вероятной степени принимаемого участия потенциального клиента в получении обратной связи. Раскрыты основные принципы для улучшения существующих видов банковских услуг кредитных организаций.In the article are considered the features of using banking services in a credit organization. Based on the study of already existing methods for the distribution of tools and methods for managing the quality of banking services of a credit organization, which make it possible to determine all the necessary tools based on the tasks that the credit organization faces, as well as the likely degree of participation of a potential client in receiving feedback. The main principles for improving the existing types of banking services of credit organizations are disclosed.

Purpose The purpose of this paper is to evaluate the efficiency in financial intermediation and the cost efficiency in banking service of credit unions in Brazil, based on essentially accounting variables, and to analyze the temporal evolution of the efficiency of these cooperatives. Design/methodology/approach With a sample of 315 cooperatives over the period from 2007 to 2014, this research uses a two-stage process: application of regression models with panel data to verify which variables are related to the defined outputs, with the reduction of 31 variables to 8 variables in both models; and application of the data envelopment analysis method to obtain an analysis of credit unions’ efficiency. Findings The results demonstrate a high level of efficiency in financial intermediation, with low variation over time, associated with a low efficiency in the banking service, in which few cooperatives have remained efficient over time. In addition, the cooperatives with highest efficiency in financial intermediation were also the most efficient in providing services. Research limitations/implications This research has some limitations about the capacity of the proxies used to capture the real effect of the variables and assumptions of economic relations resulting in restrictions to generalize the results. Practical implications Cooperatives are usually analyzed under just one dimension. By separating the analysis into financial intermediation and banking services, cooperatives that are more efficient in each dimension can be identified, in addition to analyzing the evolution over time. The authors found that efficiency tends to be lower in banking services, and few cooperatives remain at the highest level of efficiency over time in both models. Social implications Credit unions provide an important service in the banking and credit market. Therefore, understanding its operation and the characteristics that influence its efficiency allows a better management of the cooperatives themselves and a greater understanding of this important segment of the financial market.

With the continuous technological enhancement of banking services, customers can avail of better, more secure services which present improved opportunities and convenience. Of the many methods available to perform banking operations, customers commonly use traditional banking, online banking, and mobile banking. Each of these existing methods has advantages and limitations that affect customer experience, trust, satisfaction, and continued intention to use such services. In this study, an attempt was made to develop and fit a model to evaluate and measure the effect of perceived characteristics on banking services. To this end, a questionnaire was administered to 91 participants in Korea to investigate their experiences in the three types of services: offline banking (traditional banking), online banking, and automated teller machines (ATM). The factor design for evaluating the user experience through the perceived characteristics of the banking system was performed by conducting exploratory and confirmatory factor analyses. The proposed model exhibited validity and reliability to evaluate the user experience in the banking system. The results obtained can help banking specialists and professionals increase the level of customers’ trust, loyalty, and intention to use their services.

Celem niniejszego artykułu jest wskazanie praw i obowiązków, jakie przysługują konsumentowi na rynku usług bankowych, czego może się domagać od banku, a na co nie musi się zgadzać. Jeśli konsument wie, jakie uprawnienia są mu zagwarantowane z mocy obowiązującego prawa, może tę wiedzę wykorzystać w kontakcie z bankiem. Jednak rzadko kto wie, co jest zawarte w ustawach czy rozporządzeniach, ponieważ nie każdy zna prawo. Łacińska premia wywodząca się z prawa rzymskiego Ignorantia iuris nocet (nieznajomość prawa szkodzi), dobitnie odzwierciedla położenie konsumentów zarówno na ryku usług bankowych, jak i w całym obrocie gospodarczym. Tezą, która będzie dowodzona w niniejszym artykule, jest to, że znajomość praw i obowiązków może stanowić jeden ze skutecznych mechanizmów obronnych konsumenta na rynku usług bankowych? Artykuł oparty jest na badaniach przeprowadzonych na temat znajomości praw klienta na rynku usług bankowych. The purpose of this article is to indicate the rights and obligations that the consumer has on the banking services market, what he can demand from the bank and what he does not have to agree on. If the consumer knows what entitlements are guaranteed to him by virtue of the law in force he can raise it in contact with the bank. However, rarely anyone knows what is included in laws or regulations, because not everyone knows the law. Latin bonus derived from Roman law Ignorantia iuris nocet (ignorance of the law harms), clearly reflects the position of consumers both on the market of banking services and throughout the entire economy. The thesis of this article is the idea that knowledge of rights and obligations can be one of the effective defense mechanisms of the consumer in the banking services market. I will base my article on research carried out on the knowledge of customer rights in the banking services market.

In the face of new challenges progressive banks began to accumulate huge amounts of information about customer behavior. Thanks to the development of machine learning, artificial intelligence and cognitive computing, banks can more quickly process huge amounts of information, build more accurate models that can anticipate the needs of customers, create personalized offers and automate their services. The article defines the features of artificial intelligence technologies, the possibilities of their use and the impact on the transformation in the banking sector.

Banking occupies one of the most important positions in the modern economic world. It is necessary for trade and industry. Hence it is one of the great agencies of commerce. Modern banking services presence is very helpful to the economic activity and industrial progress of the country. The banking industry is on a major technological up gradation drive after having successfully introduced international standards in their operating norms. It is commonly perceived that technology is important to enhance the quality of customer service and to make it customer friendly. Banking industry is fast growing with the use of technology in the form of ATMs, on line banking, Telephone banking, Mobile banking etc., plastic card is one of the banking products that cater to the needs of retail segment has seen its number grow in geometric progression in recent years. Today, the concept of core banking has made 'Any Where and any time' banking a reality. Along with technology, banking services have also evolved and the delivery of various banking products are carried out through the medium of high technology at a fraction of the cost to the customer. This paper focus on how the technological services in banking sector luring the sustainable development. Aijaz Rashid | Shazia Ahad "Cell Cycle Dependent Regulation of Microtubule Dynamics by Microtubules Associated Proteins (MAPs) and its Misregulation causes Aneuploidy" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-1 | Issue-5 , August 2017, URL: https://www.ijtsrd.com/papers/ijtsrd2409.pdf

В статье рассматривается деятельность регионального банка ПАО «Крайинвестбанк», проведен анализ его конкурентоспособности и положения на региональном рынке банковских услуг Краснодарского края. Предложен ряд мероприятий по повышению конкурентоспособности в двух направлениях: качественное обслуживание корпоративных клиентов и привлечение физических лиц., The article considers the activities of the regional bank PJSC "Krainvestbank," an analysis of its competitiveness and situation in the regional market of banking services of Krasnodar Territory was carried out. A number of measures to increase competitiveness in two directions are proposed: high-quality service of corporate clients and involvement of individuals.

Finance is the energy of every business whether it is profit making or loss-making business and finance are required. Economy grows with the developing people of his country. There is no way to grow the country economy without financial growing of his resident peoples and banking sector play a major role to provide financial services. Banks play a major role in the growth of the economy by providing their services. Customer satisfaction is essential for the future growth of both bank and country economy growth also. This study made to determine customer satisfaction level on banking services. This study based on primary data. Primary data collected through questionnaire. The questionnaire collected from 50 peoples in Kumoun region specially in Haldwani urban area. All types of people included in sample collection Students, Employees, Self Employees, and retired persons. To assess customer satisfaction used the pre-tested five points Likert's scale test. On the basis of the analysis, it is concluded that the customer service satisfaction level of banks is 73.80%.Key Words: Customer satisfaction, Banking services, Overall satisfaction.

The association between service quality and customer satisfaction represents one of the fundamental relationships in marketing research. Although cross-sectional analysis has been commonly applied in such a context, the shift to a more dynamic approach appears to be a worthwhile change. A broad range of statistical methods exist for the management of data that arises from longitudinal designs. Based on pseudo-panel data collected from the banking sector, a latent growth curve model is proposed for the analysis of service quality in order to capture both intra-individual and inter-individual changes in customer satisfaction over time. Results also describe the impact of reliability on overall satisfaction for different customers’ profiles.

Since the dawn of the 21st century, sustainable development has been one of the key growth concerns for many developing countries. Designing services have taken a new shape with the implications of sustainability being the heart of many significant developments in the financial industry in Mauritius. Considering the requirements of the regulatory framework and policy makers, banks are encouraged towards adopting a more pro-active and pragmatic approach towards designing their product services in view of better serving their customers and cater for future developments. The purpose of this paper is to probe into the basis of sustainable service design by reviewing existing literature and evaluating the initiatives undertaken by local banks. Though there have been studies on sustainable development in Mauritius; thus far, there have been no studies conducted on the sustainable service design aspect of banks in the Mauritian context despite its undisputed value for financial organisations attempting to com ply with sustainability framework and for policy makers to develop a sustainable development culture. The research design, being primarily exploratory in nature, comprises mainly extensive literature review coupled with in-depth qualitative data collection from selected industry practitioners. The literature clearly illustrates the significance, value and power of sustainable service design. Based on the outcomes of the literature review and collected data, managerial extrapolations have been drawn. To our knowledge, there has been no evident effort to investigate this research area in the Mauritian service/banking industry despite the richness and value it holds.

The paper examined consumer perceptions of banking services as a factor for bank’s preference among open and distance learning students. Survey research method was adopted. The population of study was the ODL students from which sample were selected using stratified random sampling technique. Questionnaire was administered on selected samples. The research instrument was validated through content validity while reliability was done through test-re-test method. Respondents’ perceptions of banking services were captured using the factor analysis technique to determine perceptions order of importance while T-Test determined its significance. The study revealed that the different perceptions of the customers were significant in influencing the choice of bank especially by the students. The paper concluded that the consumer perceptions of the banking services were essential requirements for understanding how well to delight banking customers. The study recommended that bank delivery services must be customer oriented and customer relationship focused.

The objective of this paper is to develop arguments that compare the dynamics of financial capital and urban space. It is first argued that financial services follow a concentration-centralization logic, with highly specialized services being offered at central places in urban space, and less complex services with a more dispersed pattern. This characteristic simultaneously promotes a centralized-deconcentration effect on the urban structure: the dispersal of services and urban amenities reduces transport costs and improves urban balance in a few places, while complex services are usually highly centralized, therefore promoting unbalanced (centre-periphery) urban development. In order to understand the balance between these two effects, this paper proposes a preliminary investigation that examines the localization of banks, income and other socioeconomic features in the metropolitan area of Belo Horizonte, in Brazil. Resumo: O objetivo deste artigo é desenvolver argumentos que comparam a dinâmica do capital financeiro e o espaço urbano. Em um primeiro momento argumenta-se que os serviços financeiros seguem uma lógica de centralização, com serviços altamente especializados sendo oferecidos em lugares centrais no espaço urbano enquanto serviços menos complexos seguem um padrão de maior dispersão. Esta característica promove simultaneamente um efeito de desconcentração-centralizada na estrutura urbana: se por um lado a dispersão de serviços e amenidades urbanas reduz custos de transporte e melhora o equilíbrio urbano em alguns lugares, usualmente os serviços complexos, por outro lado, são altamente centralizados, promovendo desenvolvimento urbano desequilibrado (centro-periferia). Para entender o equilíbrio entre estes dois efeitos, este artigo propõe uma análise preliminar da localização de bancos em função da renda e outras características socioeconômicas da Região Metropolitana de Belo Horizonte.

This research examines a topic related to the principles of jurisprudence on the one hand, and contemporary financial transactions on the other hand, especially with regard to banking services in Islamic banks, where it deals with the topic (The Impact of Opening Excuses on Islamic Banking Services). The research included two topics, and it came out, indicating the effect of opening the excuses in the business and banking services in Islamic banks of different forms, especially since the need in our time for these banking services is necessary, so that the masses of the Muslim community are hardly indispensable, which requires looking at them according to the purposes of the Sharia and taking into account the need People, while preserving the principles and principles of Sharia. Then the conclusion came, and it included the most important results of the study.

Purpose– The purpose of this paper is to examine the quality of the banking services in a rather neglected context, i.e. quality of banking services that target the student population. The goals were: to highlight the importance of student population as in the long run profitable market for personal banking services, to determine whether there are significant differences between student perceptions of and expectations from the quality of banking services as well as which dimensions students find to be the most significant and which the least significant in assessing the quality of banking services.Design/methodology/approach– A summary of the theoretical framework is followed by the results of a research using the SERVQUAL instrument.Findings– Despite a steady increase in the number of students over the past few years, bank managers have not yet realized their full potential. The results point to a gap in the quality of the banking services on all five dimensions of the SERVQUAL model. It is necessary to improve the banking service on all dimensions, and particularly with regard to “reliability,” “assurance” and “responsiveness,” in which the gap was observed to be the largest.Research limitations/implications– The research used a convenient sample. Therefore, it is impossible to generalize research findings based on the data processed, but only point to their being indicative.Practical implications– Banks should by no means neglect the student population that possesses information knowledge, essential for the use of modern banking services. Bank managers should pay more attention to the needs of this growing segment of potential highly profitable customers.Originality/value– The necessity to provide a more flexible response to the needs and requirements of students as a target market segment is discussed, along with potential importance of this segment for banks’ future business operations.

This study examined the access to and use of bank services in Nigeria using data from the World Bank Household Survey (2011) on financial inclusion around the world. A novel framework was developed to situate the decision of individuals towards financial services in Nigeria. We examined three dependent variables-use of bank services, use of the account to save and frequency of withdrawals from the bank. With the aid of Logistic regression, we estimated our empirical model and our results show that the attributes, income level and ICT inclination of individuals have an effect on the access to and use of bank services in Nigeria. We also established that the age of an individual matters in explaining the influence of the other explanatory variables on our dependent variables.

Financial inclusion aims at delivering the financial services at an affordable cost to sections of disadvantaged and low-income segments of society. Financial inclusion is an innovative concept which promotes the banking habits among the financially excluded people and enables to reduce poverty and the launch of Pradhan Mantri Jan Dhan Yojana (PMJDY) by Government of India is in that direction. This scheme is not confined to opening of bank account but has other advantages blended with it such as Zero Balance bank account with RuPay debit card, Accidental Insurance cover of Rs 1 lakh, Life Insurance cover of Rs 30,000, etc. This paper is an attempt to identify the perception of the people of Thallarevu Mandal about the newly launched scheme Pradhan Mantri Jan Dhan Yojana.

In the late 1990s and early 2000s, banking has undergone and is still undergoing some considerable changes, adjusting itself to the new circumstances and challenges in its environment. Modern information technologies have granted an opportunity to banks to expand their operations and adjust their offer of products and services, placing them through the new communication channels. The increasing reliance on mobile devices, especially the so-called smart phones, has facilitated the development of a new form of banking, known as mobile banking. Mobile banking is a specific channel of electronic banking, enabling clients to communicate with the bank via mobile devices. The bank's products and services are, thus, available to the clients at any time and at any place, and the banking sector is expected to perfectly understand the needs of today's clients, before implementing mobile banking. The research in this paper focuses on mobile banking, as a segment of electronic banking, which has developed under the influence of modern information technologies. The paper elaborates on the main characteristics of mobile banking, its advantages, but also its drawbacks that the banks and their clients are facing in the process of its utilization (or its implementation in practice). Moreover, the paper presents the trends of using mobile banking in the world and in Serbia, along with the tendencies for developing new services.

India is a country where a sizeable amount of population lives in rural areas. They are engaged in agriculture and allied activities. Most of the people living in rural areas are poor. They do not have any access to the banks. The awareness and access of the poor to the banking services is important for the alleviation of the poverty. Their access to the banking services will contribute a lot to the growth and development of our country’s economy. Financial inclusion is a great weapon to overcome the financial backwardness as well as the establishment of good governance. It broadens the resource base of the financial system by developing a culture of savings among large segment of rural population, disadvantaged group and plays an essential role in the process of economic development. The Government of India and the Reserve Bank of India (RBI) have been making concentrated efforts periodically to overcome such vicious problems by promoting Financial Inclusion, being one of the important national objectives of the country. Since first phase of nationalization (1969) GoI continuously promoting financial inclusion through self-help groups, no frills account, simplification of KYC, Business correspondents etc., but no palpable effect could be seen in the plight of these financially vulnerable people. To mitigate this long drawn financial sufferings, Prime Minister Narendra Modi announced a new scheme in his Independence Day speech on 15th Aug 2014 called Pradhan Mantri Jan Dhan Yojana (PMJDY). Mission of PMJDY is to ensure easy access of financial services for the excluded section i.e. weaker section and the low income group. This effort will certainly go a long way in promoting economic growth and reducing poverty, while mitigating systematic risk and maintaining financial stability. This article focuses on the RBI, GoI initiatives, current status and future prospects of financial inclusion in India on the basis of facts and data provided by various secondary sources. It is concluded that financial inclusion shows positive and valuable changes.

This study explores the adoption of mobile banking practices in Saudi Arabia. It focuses on the existence of sufficient infrastructure, and the possible challenges that m-banking services may face. Also, discovers the potential opportunities in the country. A sample of banks in Saudi Arabia was surveyed via questionnaire, with a particular focus on the staff in the related IT departments. The findings demonstrate that although m-banking is believed to be important, there is a general lack of awareness, and it is still not widely accepted by the public. M-banking services provided should be easier to use and offer more security to its users. Furthermore, findings reveal that cooperation among the concerned parties is currently not extensive. From this, the researcher recommends that governing regulations and policies should be properly identified and put in place, and proposes that banking decision-makers in Saudi Arabia should reevaluate their bank’s strategic plans. &nbsp

This article considers banking sector development, which is connected with the improvement of doing banking business through the use of Internet technology. The problem of introducing and developing modern banking technologies in the Russian Federation is very topical. The paper points to a number of advantages when introducing banking computerized systems and the most common ways of on-line payments and client identification in Russia. The structure of accounts with remote access that are opened by individuals and legal entities with Russian credit organizations are analyzed. Some measures to develop Internet technologies markets are proposed. A new method is Internet banking or telebanking, which allows expanding bank's customer base, to reduce business expenses and provide structure innovatization of economic development of the real and financial sectors of the Russian economy. Modernization will become a key expenditure item for the banks in the future. There are also considers improving the legal framework, development of the insurance system, implementation of an integrated approach to risk management, institutional changes in the activities of credit institutions, improving the financial literacy of the population and increasing citizens' skills in managing personal finances.

The article provides analysis of the electronic banking as an innovative tool of client and bank interaction. Electronic banking is considered as tool fostering business performance by improving service quality improvement. One of the major changes in the banking industry is the development of technology which contributes to the creation of new services and distribution channels. Delivery of high quality services through electronic channels becomes extremely important for banks which want to remain competitive in the market. Electronic banking, saving product line of a bank, radically changes the way of interaction with the customer and improves the quality of banking services. To give an idea about the potential of the Russian industry of electronic banking services, the main factors affecting the development of e-banking in Russia are analyzed, using the tools of regression analysis. The large development potential of ebanking in Russia to provide new and traditional banking products and services to customers through digital technologies.

This study attempts to verify the determinants of brand equity of services based on consumers’ perception of a banking service. The present study is based on customer-based brand equity called the Brand Resonance model suggested by Keller (2001), which comprises six brand equity constructs, such as: brand resonance; brand judgements; brand feelings; brand performance; brand imagery; brand salience. Exploratory factor analysis was performed to reduce the total number of items to a small number of underlying factors, and the results produced six factors, namely: brand resonance; brand judgements; brand feelings; brand performance; brand imagery; brand salience. These alpha coefficients of the reliability test were found to be ranging from 0.781 to 0.912 for all of the brand equity constructs individually, and for the entire scale the value of alpha was found to be 0.837. Correlation analysis was performed to find out relationships among various components of brand equity. From the findings of multiple regression analysis it is evident that brand performance emerged as the most important determinant of brand resonance, followed by brand feelings (0.427) and brand judgements (0.306).

The aim of this paper is to elaborate the impact of the changing environment on the services that the banking sector is providing. The trends in the international banking will be analyzed also from the perspective of the banking activities on Macedonian banks. Speaking of changes, there are two tendencies that can be determined in the international banking: 1) increased competition that influence on the banking products and pricing, 2) technology improvements that affects the distribution channels of selling and the operating cost on the banking activities. Increased competition and sharing the same target market along with other financial institutions affects the banks’ market share and prices of their products. In developed economies there is a trend of suppression of banks from certain market segments and reducing their market share. This trend is mostly expressed in USA and is less pronounced in EU. Also rapid technology development and penetration of Internet in everyday life doesn’t leave immune nor the banking sector. The technological improvements affect the banking industry through introduction of new products, increasing efficiency in terms of operating costs and developing new distribution channels. Banks are forced to adapt their products to a new generation that is coming and who grew up in the Internet Age. The biggest changes have been made in terms of payment methods by allowing transactions to be made 24 hours a day from anywhere. The development of technology also affects on the improvement of data bases which enable better assessment of credit risk to individual products and customers. Banks along with other financial institutions are joining in collecting and sharing of customer data that enables better assessment of the credit risk.

The paper attempts to assess the extent of fi nancial exclusion of the rural population in Poland. One of the most basic measures of fi nancial exclusion is percentage of adult residents lacking a bank account. This and other measures verifying the population’s use of fundamental banking services and the statistical data on development of banking infrastructure in the territorial context were then employed to conduct an assessment of the extent and causes of fi nancial exclusion with a particular emphasis on the rural areas. The fi ndings show that, like in many other countries, the extent of provision of fi nancial services among the rural population is more limited compared to the urban population. The fi nancial exclusion, has much deeper roots going beyond the geographical factors. The real causes of the fi nancial exclusion lie not only in access to banking services but also in their price, the population’s income, as well as being strongly aff ected by information and behaviour.

Main forms of entry on a foreign market are greenfield investiments and achisition of a control position from a local institution. Both forms, Greenfield and acquisition entry strategies, are specific to CEE. In selecting the entry mode, one bank’s objective is to maximize its risk-adjusted rate of return. Searh for new markets strategy means that by some reasons banks are always looking for new international market.

The UK&rsquo, s withdrawal from the EU will have far-reaching consequences on the European economy. However, the ultimate consequences of Brexit, especially for financial markets, depend on the final agreement, which is still under negotiation. Currently, regulated financial services can be provided across borders under simplified conditions. Without a special agreement, these EU passports cease to apply for business activities between both jurisdictions after Brexit. The EU third-country regimes for non-EEA companies are too few and too unsecure for intensive relations in trade and services. Knowing that London is the leading global financial center, an adequate agreement needs to be found, to ensure affordable and sufficient financial services for business, investors, and consumers. Unfortunately, it appears almost impossible to find solutions for the often contrary interests and various thematic areas in the remaining negotiating period&mdash, a no deal scenario becomes more likely. As a result, market participants have started to adapt structures and processes accordingly, by relocating certain functions to the EU27. Nevertheless, it is up to the negotiators to reach an agreement, which achieves the best possible outcome for all affected parties taking into account the opportunity costs of a failure in present Brexit negotiations.

The changes occurred in the banking marketing in our country have their origin, firstly, in the changes of the organisational culture which has evolved in the last ten years from the bureaucratic behaviour, categorised excessively, to a specific behaviour for the market economy, based on the knowledge of the clients, on the competition and on the promotion of the mentality of a winner. The organisational culture can be changed in time, as long as the employees are aware of the objectives followed, as long as they are selected and promoted in conformity with these objectives and as long as the feeling of belonging to the organisation has formed which depends essentially on the satisfaction that the employee feels towards the activity he/she enrols. Due to the stimulation of the own personnel, the banks, through superior wages as for the best paid sectors of the national economy, have managed to attract the interest of the existing professionals, as well as of the young specialists willing to dedicate to a banking carrier. The training programs organised through the means of the Romanian Banking Institute or through distinct programs organised by the baking companies in our country have contributed to the motivation of the personnel, as well as to the consolidation of the new organisational culture.

According to many researchers consumer perceived value is multidimensional concept, which reflects a tradeoff between benefits and sacrifices of supplier’s offering perceived by customers.Concept of consumer value begins to emerge in the 1990s and it is recognized as one of the most significant factors in the success of an organization and as the very important source of competitive advantages for firm.In most models of client evaluations of banking services the focus has been on a comparative judgement of expectations versus perceived performance resulting in judgements of perceived service quality and client satisfaction.The research analyzed the consumer perceived value in the Croatian banking sector using the changed GLOVAL scale of measurement of perceived value.

The study discussed in this article investigated the impact of a short self-management skills training course on frontline bank employees' learning about the use of self-management to overcome obstacles to the initiation of banking product sales, perceived self-efficacy in initiating the sale of a product, and performance in activities related to customer service. Trainees' scores on these measures were compared with a control group at three times (prior to training, four weeks posttraining, and twenty-four weeks posttraining). The results suggest that self-management training can be a valuable intervention in itself and need not be used solely as a posttraining intervention. Possible explanations for the across-the-board increase in performance observed in the study are discussed, as are some practical and ethical implications of this observation.

The paper indicates that, on one hand the EU was used by Romania more as a commitment device for service sector policy reform then the WTO agreement (GATS) and, on the other hand, that even if Romania has attained a high degree of services trade liberalization, as well as a significant degree of integration with the European market - illustrated on the case of banking services, it still has to undertake some efforts towards dismantling impediments to the supply of services and towards good governance of service markets.

Nowadays, the unprecedented development of the information and communication technologies generates profound and irreversible changes of the entire society. Because of its specific characteristic features, the banking services’ field is one of the most dynamic sectors in the economy. Therefore, the paper presents some issues regarding the development of the electronic banking services and the importance of the creativity and innovation of banking services. The success factors in banking services are also presented and there are identified the strategic alternatives of the banking services management.