Demkiv Y. Management of bank services quality

The approach to the definition of the nature of the management of the quality of banking services is improved in the paper; the evolution of the quality management of banking services at different stages of development of the banking system of Ukraine is investigated, the conceptual basis of the formation of a quality management system for banking services is developed, the trends of convergence of price parameters of banking services in the Ukrainian banking system are substantiated, the methodical principles of assessing the quality of banking services are improved, scientific and methodological support for assessing the impact of bank’s personnel development on the banking services quality indicators are advanced, the scientific and methodological approach to determining the role of certification of banking services quality management in compliance with the requirements of international standards in ensuring the efficiency of banking business is developed, the methodical tools for assessing the impact of innovations on performance indicators of banks are improved, the methodological support for the assessment of interconnection financial and non-financial indicators of quality management of banking services is developed.