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Activity of regional banks of the Republic of Mordovia from quality management position

Salimova T.A. Doctor of Economics, Professor, Head of the Department of Quality Management, Dean of the Economics Department, the Mordovian State University name after N. P. Ogaryov ( t.a.salimova@econom.mrsu.ru )

Terekhin C.E. Graduate Student, the Department of Quality Management, the Mordovian State University named after N.P.Ogaryov ( Seregatereh-in@mail.ru )

Novokreshchenova O.A. Graduate Student, the Department of Quality Management, the Mordovian State University named after N. P. Ogaryov ( NOL55@yandex.ru )

Journal: Regional Economics: Theory and Practice, #40, 2013

In the real work the assessment of activity of regional banks of the Republic of Mordovia by criteria of competition on competition of awards of Association of the Russian banks and the All-Russian organization of quality in the field of quality management of bank activity is carried out. Authors revealed shortcomings of quality management of banks, and also defined that at the present stage of development of a financial banking system of the Republic of Mordovia improvement of quality of work of regional banks is of particular importance.


Management of credit institution customer service quality: Methods and tools

Novokreshchenova O.A. National Research Ogarev Mordovia State University (MRSU), Saransk, Republic of Mordovia, Russian Federation ( nol55@yandex.ru )

Journal: Finance and Credit, #11, 2018

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.


Strategic partnership as a factor of enhancing the competitiveness of financial market actors

Ekimov A.V. Ogarev Mordovia State University, Saransk, Republic of Mordovia, Russian Federation ( Alex-saransk@mail.ru )

Gorbunova N.V. Ogarev Mordovia State University, Saransk, Republic of Mordovia, Russian Federation ( GNadezhdaW@yandex.ru )

Novokreshchenova O.A. Ogarev Mordovia State University, Saransk, Republic of Mordovia, Russian Federation nol55@yandex.ru

Journal: Finance and Credit, #35, 2016

Subject The article reviews the approaches to the definition of concepts of strategic partnership, integration, and bancassurance that exist in academic literature, and considers the issue of improving the competitiveness of financial market participants.
Objectives The purpose of the study is to investigate the competitiveness enhancement of financial market actors, define competitive advantages derived by commercial banks and insurance companies from strategic partnership.
Methods To substantiate theoretical tenets, we employ critical analysis, abstract-logical and comparative methods. The paper rests on the analysis of works of leading domestic and foreign economists.
Results The paper provides different approaches to the classification of factors ensuring the competitive ability, the structure of internal and external factors of competitiveness of financial institutions. It also considers the evolution of the theory of strategic partnership, highlights its main characteristics, underpins the importance of strategic partnership among financial market actors. Furthermore, it overviews approaches to the bancassurance concept and identifies competitive advantages of commercial banks and insurance companies from their partnership.
Conclusions Strategic partnership enables to enhance the competitiveness of financial institutions, to efficiently manage capital and cash flows, to minimize costs and maximize revenues and mobilize sufficient financial resources to achieve strategic objectives of financial institutions development.


Customer service in banking: content and quality criteria

Novokreshchenova O.A. Ogarev Mordovia State University, Saransk, Republic of Mordovia, Russian Federation ( nol55@yandex.ru )

Journal: National Interests: Priorities and Security, #34, 2015

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.


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