Author(s): Serik Makysh, Muldir Makysh, Berik Beisengaliyev, Akbayan Nurtazinova, Aida Zhagyparova
The relevance of the study is that at present banks are actively looking for new customers, thereby improving the product line of banking products, since taking into account changes in customer preferences, the rapid growth of technology development and constant changes in the state of the competitive environment, it becomes unprofitable for the bank to offer already previously used services and products. These circumstances are a great incentive for second-tier banks to develop new products and services, or improve existing ones. In this regard, any bank must have its own technologies and ideas in order to develop something new or improve the existing one. As a result of the analysis of the innovative activities of second-tier banks of the Republic of Kazakhstan, factors influencing the quality of software and technological elaboration of processes and procedures for working with clients were identified, which are little researched and regulated in terms of execution time. On the basis of mathematical models, the high efficiency of the impact of reducing the time of customer service on the quality of service is shown for various methods of its organization, that is, customer service through the RB system, which is currently a priority.