საბანკო სფეროში მომსახურების ხარისხის კონტროლის ავტომატიზაცია

The paper "Automation of quality control of banking services (on the example of the Bank of Georgia)" consists of three chapters and six subsections. The aim of the research is to study the mechanisms of service quality automation and control. The first chapter of the paper discusses the methodology of service quality in the banking sector, which is the software for measuring banking services. The first chapter also discusses the NPS financial model and its relationship to profitability growth, which discusses the methodology for assigning and calculating Net Promoter scores.
The second chapter of the paper discusses the automated service quality model "Medalia", which is an important software in the business sector, the software is successfully implemented by the Bank of Georgia. The third chapter of the study discusses the shortcomings identified during the automation of quality control and the mechanisms for their elimination.
In this case, the shortcomings of the NPS in the software implementation process were discussed. The third chapter also provides the results of a survey conducted among Bank of Georgia customers and Bank of Georgia employees to refine the survey to determine the effectiveness of service quality control automation mechanisms implemented by the Bank of Georgia.
The study confirmed the hypothesis that "automation of service control in the banking sector simplifies and makes service quality control more effective."
The presented research is interesting and relevant for a wide range of people interested in the issue.