Abstract.The

Finansovi poslugy - - Финансовые Услуги -

concept of «monitoring the quality of banking services in the consumer market» was examined,the criteria for the quality of banking services were defined, the stages of the customer’s perception of banking services were identified. The survey was conducted and presented the results of assessing the quality of financial services of Oschadbank, Privatbank, Kredobank, Raiffeisen Bank Aval and Alfa - Bank by informational, ergonomic, aesthetic and general servicing parameters. The methodology for assessing the quality of general banking services and the methodology «SERVQUAL» was examined and tested, an own method for evaluating remote channels was developed. The recommendations for improvement the quality of banking services in the consumer market were provided.

Key words: banking service, quality of banking services, monitoring of the quality of banking services, methods for assessing the quality of banking

services.

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