The impact of remote banking services on the competitiveness of the bank in the era of digitalization of the banking sector
Abstract. This paper analyzes the impact of the digitalization on the bank competitiveness, the quality of its remote service channels. The key here is the client`s assessment of banking services, since being aware of the needs and opinions of consumers of banking services it is possible to increase the competitiveness of the bank. Taking these aspects into account banks have to ensure that the quality of online banking services meets the expectations of their customers. The article assesses and studies the perception of online banking customers of the service quality of 2 banks in Russia, namely Sberbank and Tinkoff Bank. The results showed that there are significant differences within the 6 aspects of the quality of online banking services. Understanding customer perceptions of online banking at 2 major Russian banks could help financial institutions to develop new services or technologies that will improve the online banking experience.
Keywords: digital banking, banking service quality, online banking, bank competitiveness, remote banking services
Highlights:
♦ theoretical and practical aspects of the impact of remote banking services on the competitiveness of a commercial bank have been studied;
♦ an assessment of the quality of remote banking services was carried out on the example of a number of the Russian commercial banks selected for the study;
♦ according to the results of the assessment, problematic aspects are identified, the elimination of which will contribute to improving the customer orientation of the banks under study and increasing their competitiveness in the conditions of digitalization.
Svetlana V. Shekshueva, Grigoriy V. Tatyanin - Ivanovo State University, Ivanovo, Russia