Though the service sector is growing rapidly in the emerging markets, including Russia, the quality of services is still low in comparison with the developed countries. Thus, organizations should implement strategic services management and create a customer-oriented culture. To analyze the role of customer orientation in the service sector in Russia, banking industry is considered. Based on the data collection of fifty largest banks it is determined that only thirty percent of the sample declares customer orientation as a corporate value. The calculation of corporate value index demonstrated that banks pay less attention to customer focus and more frequently mention effectiveness, trust, teamwork, and openness as the main values. An analysis of required skills and competencies of employees also demonstrated that customer orientation is not one of the main requirements to personnel in Russia.
This is a common practice to analyze company performance based on financial results, linkage to the strategy, or analysis of human resources related indicators, such as productivity, employee engagement, etc.. The recent research, conducted in January – June, 2012 among Russian top banks was directed to measure the influence of publicly declarative corporate values and codes of ethics on performance. Based on the analysis of annual and social reports of Russian banks core corporate values were determined. To numerically quantify corporate values CV – Index (corporate value index) was calculated. The research found out statistically significant evidence that corporate values (CV-Index) positively correlates with net profit of top banks.
These empirical findings suggest that corporate ethics is vital for management of banks in emerging markets.
Monograph by S. Khasyanova «Upgrading Banking Regulation and Supervision in Russia in the line with International Standards» is devoted to the study of the development of banking regulation and supervision in Russia on the basis of international principles and standards. The process of implementation of international principles and standards of banking regulation in the Russian Federation and the following consequences are analyzed in the context of financial stability. Particular attention is paid to macroeconomic regulation and development of prudential regulations and requirements for banks, taking into account banking sector peculiarities. The regulation of systemic risk, identification of systemically important banks and applied to them a particular regulatory regime were investigated. The Deposit Insurance System and its role in enhancing the stability of banks as well as its directions of improvement are also considered in the study. The book is intended for professionals in the field of finance and banking, teachers and students of universities’ economic and financial departments.
In article the approach to increase of efficiency of activity of banks at the expense of optimisation of quantity of operators is considered. At the heart of the approach is the mathematical model of activity of the operators, developed on the basis of the theory of mass customer service.
This paper presents a pattern behavioral analysis of 100 largest Russian commercial banks by total assets during an eight- year period: from the first quarter of 1999 to the second quarter of 2007. Bank performance indicators are analyzed. Structural similarities in the development of the banks are examined. A cluster analysis is applied to determine banks with a similar structure of operations. This analysis allows to estimate how the structure of the Russian banking system has been changing over time. In particular, it allows to identify prevailing patterns in the behavior of Russian commercial banks and to analyze the stability of their position in a particular pattern.