Ibroximov Ilkhomjon Shavkatjon oglu
PhD, Associate Professor
Tashkent International University of Chemistry, Tashkent, Uzbekistan
Head of the “Evening Education” program
+998909076789
ORCID: 0009-0003-0559-6552
i.ibroximov@kiut.uz
Abstract. This article examines the theoretical foundations and strategic approaches to improving banking service quality under fintech transformation. The rapid integration of digital technologies, open banking architecture, artificial intelligence-driven analytics, and remote identification systems is fundamentally reshaping the structure and quality parameters of banking services. The study conceptualizes banking service quality as a multi-dimensional economic category and demonstrates how its functional, technological, communicative, and loyalty components are reconfigured within a fintech environment. Particular emphasis is placed on customer experience management, digital platform reliability, cybersecurity enhancement, and data-driven personalization as key strategic directions for service quality improvement. The research proposes an integrated service quality management model aligned with the fintech ecosystem, contributing to sustainable competitiveness and long-term financial performance of banks.
Key words: fintech transformation, banking service quality, digital banking, open banking, cybersecurity, customer experience, artificial intelligence, data analytics, strategic management.