IMPROVING THE MECHANISMS FOR ASSESSING AND MANAGING THE QUALITY OF FINANCIAL SERVICES IN COMMERCIAL BANKS

Authors

  • Valiev Doniyor Bakhtiyor ugli Researcher at Tashkent International University

Keywords:

Commercial banks, financial services, service quality, quality assessment, quality management, SERVQUAL, SERVPERF, E-S-QUAL, customer satisfaction, Net Promoter Score, complaint index, consumer protection, digital banking, financial inclusion, mystery shopping, integrated quality index, banking reform, Uzbekistan

Abstract

This study examines how commercial banks assess and manage financial service quality, using Uzbekistan as a case. Comparative and statistical analysis of Central Bank of Uzbekistan and World Bank data shows that access indicators have outpaced quality safeguards: complaints and card fraud are rising. An integrated service quality index and a closed-loop management mechanism are proposed, with three practical recommendations.

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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

IMPROVING THE MECHANISMS FOR ASSESSING AND MANAGING THE QUALITY OF FINANCIAL SERVICES IN COMMERCIAL BANKS. (2026). American Journal of Business Management, Economics and Banking, 48, 425-439. https://americanjournal.org/index.php/ajbmeb/article/view/3844