ASSESSMENT OF THE STATE OF DIGITAL TRANSFORMATION OF UKRAINIAN BANKS

Abstract

In recent years, digital technologies have become an important part of the lives of almost all economic entities. Under the influence of the digitalization process, significant changes have occurred in the banking system of Ukraine. Banks are opening up new opportunities to improve the quality of customer service and optimize internal processes through the development and implementation of digital technologies. Commercial banks are leaders in digitalization, and therefore serve as benchmarks for other industries. To achieve high competitive positions, Ukrainian banks need to analyze and adapt to their activities the best practices of banks that occupy leading positions. The aim of the article is the author's development of the Digital Transformation Index of Banking Services. The index allows you to assess how successfully banks are transitioning to digital platforms, analyze progress, identify areas that require government support, and make appropriate decisions. It covers various aspects of digital banking services, including the development of online banking (neobanks), mobile applications, process automation, and other digital tools that allow services to be provided exclusively via the Internet without physical branches. To determine the ITC, 5 banks with private Ukrainian capital registered in different regions of Ukraine were selected: Joint-Stock Bank "Pivdenny", JSC "VST BANK", PJSC "MTB BANK", JSC "Lviv", JSC "Poltava-Bank". According to the results of the study, the most digitalized bank in terms of customer service was identified as JSB "Pivdenny" and the least digitalized bank was JSC "Poltava-Bank". The conclusions emphasize that the primary task of most large Ukrainian banks is to develop advanced solutions for remote customer service, as well as personalize banking products and services. In general, the banking system of Ukraine is faced with the task of creating a single information space using social networks, messengers, chats on websites and mobile applications, which will save customers' time when obtaining the necessary information about bank products, services, and offices.