MODERN METHODS FOR IMPROVING CUSTOMER SERVICE QUALITY IN COMMERCIAL BANKS

Authors

  • Khasanova Lola Mamasharifovna Independent Researcher at Tashkent State University of Economics

Keywords:

Commercial bank, service quality, customer experience, omnichannel service, CRM, digital banking, artificial intelligence, complaint management, service level.

Abstract

The article examines modern methods for improving customer service quality in commercial banks, including customer journey mapping, omnichannel service delivery, a unified CRM system, process automation, artificial intelligence assistants, systematic complaint analysis, and performance-based service quality management. Based on official data on digital identification, remote banking services, and consumer complaints in Uzbekistan, the study proposes an operational model designed to improve service speed, accuracy, security, and access to human support simultaneously.

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Published

2026-05-31

Issue

Vol. 48 (2026)

Section

Articles

License

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

How to Cite

MODERN METHODS FOR IMPROVING CUSTOMER SERVICE QUALITY IN COMMERCIAL BANKS. (2026). American Journal of Business Management, Economics and Banking, 48, 414-419. https://americanjournal.org/index.php/ajbmeb/article/view/3842