Abstract:

The influence of the bank´s orientation on clients and the quality of the services provided on the financial efficiency of the commercial institution (sales volume, profitability, cost reduction) was studied. The development of online banking and Internet banking is considered. The relationship between the profitability of the bank and the level of customer-centricity is proved. World experience has been compared and generalized, and country specificity has been singled out in different regions of the world. The dependence between the degree of customer satisfaction and their subsequent loyalty to the bank was studied. Prospective directions of expansion of the market of banking services are outlined, and also changes in the psychology of the client that took place due to scientific and technological progress are noted. The basic directions of increase of efficiency of work of the bank personnel are allocated.

Keywords: First keywords, second keywords, third keywords, forth keywords