MANAGEMENT OF THE SYSTEM OF EFFECTIVE INTERACTION OF A COMMERCIAL BANK WITH INDIVIDUALS
ON THE BASIS OF RAISING THE SERVICE STANDARDS (BY THE EXAMPLE OF THE PENZA OFFICE OF “RENAISSANCE CREDIT BANK”) 

Chernitsov Aleksey Evgen'evich, Candidate of economic sciences, associate professor, dean of the Institute of Economics and Management, Penza State University of Architecture and Construction (28 Germana Titova street, Penza, Russia), E-mail: aleksei.chernitsov@gmail.com
Alekseeva Yuliya Aleksandrovna, Student, Penza State University of Architecture and Construction (28 Germana Titova street, Penza, Russia), E-mail: julia_alekseeva97@mail.ru 

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10.21685/2309-2874-2019-1-8 

Background. Currently, domestic and foreign authors are continuously working on the study of the features of the provision of services. The relevance of the study is determined by the need to develop methods and ways to improve the efficiency of banks by increasing the quality of services provided to individuals in the Renaissance Credit Bank. The purpose of this work is to develop practical measures based on raising the standards of servicing individuals by Renaissance Credit LLC.
Materials and methods. The main method of studying the problem was the questioning. The survey conducted allowed us to analyze the effectiveness of the activities of the commercial bank Renaissance Credit. The questions of the developed questionnaire helped us to understand whether customers like bank service, what they do not like and like in the work of operators, whether they like communication with the voice recognition system “Roman”.
Results. Recommendations for the improvement of services for individuals in the Renaissance Credit Bank are intended to designate for the bank a choice of specific measures aimed at improving the efficiency of servicing individuals.
Conclusions. Only the interconnectedness of all components can ensure unity of action to improve the performance of the staff of the Renaissance Credit Bank in the city of Penza. Banking customer service is a fairly promising area of business for commercial banks and, as a result, in order to strengthen its competitive position, banks constantly need to develop and improve this business line. 

banking services, credit, lender, borrower, analysis of the effectiveness of a commercial bank 

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