BANK XIZMATLARI SIFATINI BAHOLASHNING KO‘P OMILLI INDIKATORLARI TIZIMI
DOI:
https://doi.org/10.5281/zenodo.19440124Keywords:
bank xizmatlari sifati, ko‘p omilli indikatorlar, xizmat sifati mezonlari, mijoz tajribasi, xizmat ko‘rsatish jarayoni, institutsional ishonchlilik, raqamli qulaylik, sifat monitoringi, baholash modeliAbstract
Mazkur maqolada bank xizmatlari sifatini baholashning ko‘p omilli indikatorlari tizimini shakllantirishning
nazariy va amaliy jihatlari tadqiq etilgan. Tadqiqot doirasida xizmat sifati tushunchasining iqtisodiy mazmuni aniqlashtirilib,
uni baholashda qo‘llaniladigan mezonlarning tasnifi ishlab chiqilgan. Bank xizmatlari sifati moliyaviy natijalar emas, balki
mijoz tajribasi, xizmat ko‘rsatish jarayonining barqarorligi, axborot ochiqligi, texnologik qulaylik va institutsional ishonchlilik
kabi omillar majmui sifatida talqin qilinadi. Maqolada ko‘p omilli indikatorlar tizimi tarkibiy bloklar kesimida ishlab chiqilib,
har bir blok bo‘yicha miqdoriy va sifat ko‘rsatkichlari taklif etilgan. Shuningdek, indikatorlarning o‘zaro bog‘liqligi va ularni
baholash algoritmi asoslab berilgan. Tadqiqot natijalari bank xizmatlari sifatini monitoring qilish, boshqaruv qarorlarini
takomillashtirish hamda mijozga yo‘naltirilgan strategiyani shakllantirishda metodik asos bo‘lib xizmat qiladi
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