(Substantiation of Directions of Clients Services Improvement at Commercial Bank “PrivatBank” Joint-Stock Company with Use of Innovative Technologies)
Students Name: Davyda Maksym Ihorovych
Qualification Level: magister
Speciality: Management of Innovative Activity
Institute: Institute of Economics and Management
Mode of Study: full
Academic Year: 2020-2021 н.р.
Language of Defence: ukrainian
Abstract: Davyda M., Kulyniak I. (supervisor). Substantiation of Directions of Clients Services Improvement at Commercial Bank “PrivatBank” Joint-Stock Company with Use of Innovative Technologies. Master’s thesis. – Lviv Polytechnic National University, Lviv, 2020. Extended abstract. Innovative transformations taking place around the world directly affect the financial sector as one of the most mobile networks for capital and investment. This forces banks, as one of the representatives of the financial market, to pursue a policy not of simple survival, but of constant growth and development with the use of the latest technologies, introduction of innovative products and tools. The object of research is financial and innovative activities, as well as activities related to customer service in JSC CB "Privatbank". The subject of the research is the theoretical and applied principles of substantiation of directions of clients services improvement at Commercial Bank “PrivatBank” Joint-Stock Company with use of innovative technologies. The purpose of the master’s qualification work is to systematize the theoretical and the formation of applied recommendations for clients services improvement at Commercial Bank “PrivatBank” Joint-Stock Company with use of innovative technologies. The first chapter of the master’s qualification work highlights the theoretical aspects of improving customer service of the bank using innovative technologies. In particular, based on the analysis of scientific works of domestic and foreign scientists [1-2; 10-12], the approaches to the interpretation of the concept of "banking innovations" are systematized; the directions of banks activities which are connectedwith innovations and innovative changes are allocated; the main problems and prospects for clients services improvement of the bank with use of innovative technologies are identified. In the second chapter of the work the financial and innovative activities of Commercial Bank “PrivatBank” JSC is analyzed. Commercial Bank “PrivatBank” JSC, comparing with other state-owned banks, held a dominant position in the market in 2017-2019. The third chapter is devoted to the choice of directions to improve customer service of Commercial Bank “PrivatBank” JSC with use of innovative technologies, in particular, provides suggestions for improving the innovation policy of the bank and evaluates the cost-effectiveness of customer services in Commercial Bank “PrivatBank” JSC with use of innovative technologies. Improving the quality of customer service processes, with mandatory compliance with the law, development of lending while maintaining a high quality loan portfolio, improvement and development of banking products / services, optimization of infrastructure were and remain priority areas in the activities of Commercial Bank “PrivatBank” JSC.The paper proposes tools for selecting priority directions of clients services improvement at Commercial Bank “PrivatBank” JSC by the analytic hierarchy process [6-9]. In order to optimize customer service, the bank has developed a number of alternatives and defined criteria for their selection. The comparison of the proposed criteria and alternatives by the degree of significance was based on an expert survey. With the help of mathematical tools, local and global vectors of criteria and alternatives were formed, on the basis of which the alternative of improving remote banking customer service of Commercial Bank “PrivatBank” JSC with use of innovative technologies was chosen as the most optimal. For further improvement of remote banking services at Commercial Bank “PrivatBank” JSC the following directions of development were proposed [3-5; 13]: – implementation of the counterparty verification service in the E-invoicing service; – implementation of a chatbot in a mobile application for corporate clients; – implementation of the automation system for assessing the creditworthiness of borrowers - individuals "EGAR Scoring". 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