RAQAMLI BANK XIZMATLARI SHAROITIDA MIJOZLAR BILAN O‘ZARO MUNOSABATLARNI BOSHQARISH MEXANIZMLARI
DOI:
https://doi.org/10.5281/Keywords:
raqamli bank xizmatlari, CRM tizimi, mijozlar bilan munosabatlar, tijorat banki, mijozlar sodiqligi, mobil banking, Big Data, sun’iy intellekt, xizmat sifati, bank raqobatbardoshligi.Abstract
Ushbu tezisda raqamli bank xizmatlari sharoitida mijozlar bilan o‘zaro munosabatlarni boshqarish mexanizmlarini takomillashtirish masalalari ilmiy jihatdan yoritiladi. Bank tizimida raqamli transformatsiya jarayonlarining jadallashuvi mijozlarga xizmat ko‘rsatish sifatini oshirish, individual yondashuvni kuchaytirish, mijozlar ehtiyojlarini tezkor aniqlash va ularning bankka bo‘lgan ishonchini mustahkamlash zaruratini yuzaga keltirmoqda. Shu nuqtayi nazardan, CRM tizimlari, mobil banking, internet banking, chatbotlar, sun’iy intellekt, Big Data tahlili hamda omnichannel xizmat ko‘rsatish modellari mijozlar bilan samarali kommunikatsiya o‘rnatishning muhim vositalari sifatida qaraladi. Tezisda raqamli bank xizmatlari orqali mijozlar bilan munosabatlarni boshqarishning tashkiliy, texnologik va iqtisodiy mexanizmlari tahlil qilinib, ularning tijorat banklari raqobatbardoshligini oshirishdagi o‘rni asoslab beriladi. Shuningdek, mijozlar qoniqishi, xizmatlardan foydalanish qulayligi, murojaatlarga javob berish tezligi va individual moliyaviy takliflarni shakllantirish kabi omillar CRM tizimi samaradorligini baholashda muhim mezonlar sifatida ko‘rib chiqiladi.
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