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Abstract
This thesis explores ways to improve the methodology for monitoring the quality of services provided to individuals in commercial banks. Based on an analysis of regulatory documents, Central Bank supervisory practices, and scholarly sources, it is shown that while retail banking infrastructure has expanded, quality indicators are not substantively linked to internal control and management decisions. A conditional sequence for implementation, the "single customer code – omnichannel quality indicator – real-time database" principle, and five readiness assessment indicators are substantiated.
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