Abstract

The aim of the article is to test the hypothesis of a positive financial effect from ISO 9001 quality standards introduction by commercial banks in Ukraine. The article is devoted to testing the hypothesis about the impact of banking services quality standards on the efficiency of banking activities. An example of the Ukrainian banks an empirical study for the period 2008-2017 was conducted. The efficiency of banking activity was estimated by means of the stochastic frontier analysis taking into account parameters of income, expenses and other parameters of banking activity. The results of econometric modeling confirmed the positive effect of the introduction by commercial banks of the standards of quality of the ISO 9001 group on the efficiency of their activities. At the present stage of development, commercial banks of Ukraine demonstrate trends in the spread of adaptation of their management systems to international requirements and the introduction of international quality standards into their own activities. The results of the conducted research proved that the successful completion of the certification procedure of the bank’s quality management system not only plays a significant role in terms of forming a positive image of the bank in the banking services market but also creates significant prospects for increasing the efficiency of its operations. Thus, the analysis of the averaged parameters of the activities of certified banks and banks that do not have a certificate of compliance with international standards has shown that commercial banks whose quality management system is appropriate to the international standards are usually characterized by better indicators of financial sustainability and profitability of their activities. On the other hand, the results of econometric modeling of the impact of the certification procedure on the efficiency of banking activities have shown that the presence of a certificate in the bank creates additional efficiency of its activities. Thus, the hypothesis regarding the presence of a positive financial effect of the quality standards of the ISO 9001 group has been confirmed. Given the multidimensional orientation of the requirements of ISO 9001 standards for quality management systems of banking institutions, the research in the direction of analyzing the achievement of the goals set by the provisions of these standards and estimation of their interconnections with the input and output parameters of the functioning of banking subsystems is promising.

Keywords: standards of ISO 9001, efficiency, commercial banks, quality of banking services, banking management.

JEL Classification: G21, L15, М21.

Cite as: Demkiv, Yu.M. (2018). The ISO 9001 International Standards in a System of the Banking Services Quality Management. Business Ethics and Leadership, 2(3), 94-102. DOI: 10.21272/bel.2(3).94-102.2018

References

1. BANK AVANHARD sertyfikovano za standartamy ISO 9001:2015 ta ISO 27001:2013 [Bank AVANHARD is sertified by international standards ISO 9001:2015 and ISO 27001:2013]. Bureau Veritas Ukraine. Retrieved from: http://www.bureauveritas.com.ua/home/news/certification-avangard-bank-iso-9001-iso-27001?presentationtemplate=bv_master_v2/news_full_story_presentation_press_releases_v2.
2. Belotti, F., Daidone, S., Ilardi ,G., & Atella V. (2013). Stochastic frontier analysis using Stata. The Stata Journal, 13(4), 719-758.
3. Buriak, A. V. (2012). Upravlinnia efektyvnistiu bankivskoho biznesu [Management of efficiency of banking business]. Candidate’s thesis. Sumy: UABS NBU.
4. Chow-Chua, C., Goh, M., & Wan T. B. (2003). Does ISO 9000 Certification Improve Business Performance? International Journal of Quality & Reliability Management, 20(8), 936-53.
5. Francheskini, F., Galetto, M., & Cecconi, P. (2006). A worldwide analysis of ISO 9000 standard diffusion. Benchmarking: An International Journal, 13(4), 523-541.
6. Hreniuc, N. Coordinates of Banking Services Quality Management. Retrieved from: ftp://ftp.repec.org/opt/ReDIF/RePEc/rau/homkmg/WI11/HOMKMG-WI11-A5.pdf.
7. Istoriia banku [History of bank]. AT “PERSHYI INVESTYTSIINYI BANK” official web site. Retrieved from: https://www.pinbank.ua/pro-bank/bank-sogodni/bank-sogodni-2/.
8. Manders B. (2015). Implementation and Impact of ISO 9001. Doctor’s thesis. Rotterdam: Erasmus University.
9. Pokaznyky bankivskoi systemy [Indicators of banking system] (2018). The National bank of Ukraine. bank.gov.ua. Retrieved from: https://bank.gov.ua/control/uk/publish/article?art_id=34661442&cat_id=34798593.
10. Pres-tsentr [Press-center]. PAT “Credit Agricole bank” official web site. Retrieved from: https://credit-agricole.ua/o-banke/pres-centr/novini/kredi-agrikol-bank-za-napryamom-avtomobilne-kredituvannya-ot-445.
11. Richnyi zvit AT “Ukreksimbank” 2013 [AT Ukreximbank annual report 2013]. АТ “Ukreximbank” official web-site. Retrieved from: https://www.eximb.com/upload/app_links/2001.pdf.
12. Sharma, D. S. (2005). The Association between ISO 9000 Certification and Financial Performance. International Journal of Accounting, 40(2), 151-72.
13. Systema yakosti [System of quality]. PAT “KREDYTPROMBANK” official web site. Retrieved from: http://www.kreditprombank.com/ua/about/corp_managment/quality-control.
14. Terlaak, A., & King, A. A. (2006). The Effect of Certifi cation with the ISO 9000 Quality Management Standard: A Signaling Approach. Journal of Economic Behavior and Organization, 60(4), 579-602.
15. Yahia-Berrouiguet, A., Mankouri, I., & Benarbia, N. (2015). Impact of ISO 9001 Certification on Firm Performance: Case Study of Beni Saf Cement Company. Journal of Economics and Business Research, 1, 158-165.