Syniavska O. Methods and models of evaluation of the banking service quality

The thesis is devoted to the actual task of developing the concept of modeling processes of service quality evaluation and its management. The theoretical and methodological analysis of banking service quality evaluation methods was made. The concept and methodical approach to the assessment and management of quality banking services were developed. The complex of models was proposed: model of evaluation of service quality of banking services through the fuzzy modeling; quality management model of banking services based on the synthesis of quality evaluation and indicators of banking efficiency. The approbation of the proposed methods and models based on existing banking institutions.