Finance and Credit

Management of credit institution customer service quality: Methods and tools

Vol. 24, Iss. 11, NOVEMBER 2018

Received: 25 July 2018

Received in revised form: 8 August 2018

Accepted: 22 August 2018

Available online: 29 November 2018

Subject Heading: Banking

JEL Classification: G21, M10

Pages: 2614–2628

Novokreshchenova O.A. National Research Ogarev Mordovia State University (MRSU), Saransk, Republic of Mordovia, Russian Federation

ORCID id: not available

Subject This article discusses the peculiarities of applying the concept of Total Quality Management in the activities of credit organizations.
Objectives The article aims to develop a classification of methods and tools of quality management taking into account the peculiarities of the credit organization's activities.
Methods For the study, I reviewed the approaches to the classification of methods and tools of quality management described in the scholar literature and regulatory documents.
Results The article presents a classification of the quality management tools of credit organization customers. This classification helps determine the necessary tools based on the task facing the credit organization and the planned degree of customer's involvement in conducting feedback.
Conclusions The article notes that the approaches to the classification of quality management tools of customer service, taking into account the specifics of the credit organization's activities are insufficiently described in the existing scholarly and research literature.

Keywords: service, credit institution, quality management, tools


  1. Isaev R.A. [Methods of construction of a quality management system and its practical application]. Upravlenie v kreditnoi organizatsii = Management in Credit Institution, 2009, no. 1. URL: Link (In Russ.)
  2. Milyukov A.I. [Quality standards for banking activity]. Den'gi i kredit = Money and Credit, 2007, no. 11, pp. 3–7. (In Russ.)
  3. Radchenko T.V., Kovalev S.M., Kovalev V.M. Razrabotka Standarta kachestva organizatsii raboty po upravleniyu biznes-protsessami v kreditnykh organizatsiyakh [Development of the quality standard of organization's work on business processes management in credit institutions]. URL: Link (In Russ.)
  4. Povyshenie effektivnosti v bankakh – ot sokrashcheniya zatrat k berezhlivomu proizvodstvu. Chast' 2 [Improving the efficiency in banks – from cost reduction to lean manufacturing. Part 2]. The Retail Finance. URL: Link (In Russ.)
  5. Salimova T.A., Terekhin S.E., Novokreshchenova O.A. [The activities of regional banks of the Republic of Mordovia from the position of quality management]. Regional'naya ekonomika: teoriya i praktika = Regional Economics: Theory and Practice, 2013, vol. 11, iss. 40, pp. 43–49. URL: Link (In Russ.)
  6. Isaev R.A. [Application of benchmarking to improve the bank's quality and efficiency]. Upravlenie v kreditnoi organizatsii = Management in Credit Institution, 2009, no. 6. URL: Link (In Russ.)
  7. Tomokhova I.N., Ryzhova N.A. [Classification of quality management tools and methods]. Servis plus = Service Plus, 2008, no. 4. URL: Link (In Russ.)
  8. Sharashkina T.P., Abashkina E.S. [Application of statistical methods of quality management in the procurement process]. Sistemnoe upravlenie, 2015, no. 4, p. 33. (In Russ.) URL: Link
  9. Adler Yu.P., Aronov I.Z., Shper I.Z. [What has the current century prepared? Management of the 21st century – a continuation of the brief overview of the main trends]. Metody menedzhmenta kachestva = Methods of Quality Management, 2004. URL: Link (In Russ.)
  10. Vatolkina N.Sh. [Contemporary service quality models: classification and analysis]. Ekonomika i predprinimatel'stvo = Journal of Economy and Entrepreneurship, 2012, no. 6, pp. 213–219. (In Russ.)

View all articles of issue


ISSN 2311-8709 (Online)
ISSN 2071-4688 (Print)

Journal current issue

Vol. 24, Iss. 11
November 2018