Importance The research analyzes scientific literature and existing definitions of such concepts as servicing, service, delivery of service to specify the definition of the customer servicing process in banking. Considering the specifics of banking, I constructed a banking service delivery graph and devised an approach to setting up the customer service quality criteria for the credit institution. Objectives The objective of the research is to develop a theoretical framework of the financial sector. Since currently scientific literature fails to provide a single and clear definition of the customer servicing process in the credit institution. Most of researches into the servicing category deal with generic issues without going deeper into the specifics of banking activities. Methods The research relies upon an analysis of regulatory literature and my own researches. Results As a result of the research, I clarify the concept of the customer servicing process in banking and point where this process is located within the general process of customer servicing. Having systematized the existing approaches to formulating the service quality criteria as they are given in scientific literature, I elaborated my own approach to setting up the customer servicing quality criteria for the credit institution. Conclusions and Relevance I conclude that, notwithstanding various approaches to the definition of servicing, the customer servicing process in baking constitutes one of service delivery steps when banking personnel directly (or indirectly via technological means) communicates with the customer. When determining the servicing process quality criteria, quantitative (unbiased) and qualitative (biased) characteristics should be taken into account.
Keywords: maintenance, service, servicing process, quality criteria, bank
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