THE IMPACT OF PRIVATIZATION ON THE QUALITY AND ACCESSIBILITY OF BANKING SERVICES
DOI:
https://doi.org/10.5281/zenodo.23383260Abstract
This article develops an approach to assessing bank privatization through service quality and accessibility. It compares official balance-sheet data across bank groups and examines the institutional context of Ipoteka Bank. Deposit-to-asset and loan-to-deposit ratios are calculated for banks with state participation and other banks. The results reveal differences in funding structures but are not interpreted as causal privatization effects or direct measures of service quality. Proposed quality indicators cover transaction completion time, disruptions and complaints; accessibility indicators cover active usage, total customer costs and geographical access. The study explains why before-and-after comparisons require a control group and adjustment for customer composition. Recommendations focus on regularly measuring customer outcomes alongside financial indicators.Keywords
banking services, comparative analysis, financial accessibility, ownership, privatization, service qualityReferences
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