Author:
V. I. Blagoev
Professor, PhD, Vice-rector,
Varna University of Management (VUM),
149B Tsarigradsko shose, 1784, Sofia, Bulgaria
ORCID iD: https://orcid.org/0000-0003-3422-7951
Scopus Author ID: 26433077600
e-mail: blagoev@vum.bg
E. P. Shustova
Сandidate of Еconomic Sciences, Аssociate Professor, PhD,
Head of the International Cooperation Department,
Kazakh Humanitarian Law Innovative University
11 Lenina st., 071400, Semey, Republic of Kazakhstan,
ORCID iD: https://orcid.org/0000-0003-1685-912X
Scopus Author ID: 57204011490
e-mail: shustova_yelena@mail.ru
Abstract:
Introduction. The study is devoted to the problem of improving the quality of electronic banking services i.e. Internet banking and mobile banking.
Methodology. The study was conducted using the methods of economic theory, analysis and synthe-sis, also using a sociological survey of 1435 users of Internet banking and mobile banking services in Ka-zakhstan.
Results. The problems in the development of Internet banking and mobile banking services in the practice of the leading banks in Kazakhstan, formulated recommendations for improving the quality of elec-tronic banking services have been identified.
Conclusions. It is necessary to change the development strategies of domestic banks and “reconfig-ure” them into electronic sales channels. The future of the banking industry lies precisely in the field of electronic banking services. The number of operations that a client can perform using mobile banking will increase in the future. The bank that will be able to offer optimal and convenient version of Internet and mobile banking to the customers will be the market leader in the banking business. Each bank offering the Internet banking and mobile banking on the market needs to revise the design and structure of bank web-sites in terms of simplicity and comfort of use for the client. The clients have to be supported with training instructions, information for the new services. It will be very important to introduce robotized programs, online consulting, chat bots into the practice of the banks. All these measures will improve the quality of this type of banking services
Keywords:
Quality of banking services, criteria of quality banking services, assessment of quality of banking services, quality of Internet banking and mobile banking services.
