ECONOMIC MECHANISMS FOR THE STRATEGIC MANAGEMENT OF SERVICE QUALITY IN MODERN PAYMENT SYSTEMS

The acceleration of payment relations in the global economy, the transition of financial services to remote delivery formats, and the growing demands of consumers regarding payment transactions are significantly reshaping the priorities of modern payment system management. Under current conditions, the competitiveness of a payment system is no longer determined solely by its technical capacity to execute transactions or by an increase in transaction volumes. The speed of payment execution, uninterrupted access to services, transaction accuracy, customer convenience, affordability of tariffs, quality of complaint and inquiry handling, consistency of service delivery across different channels, and the degree of alignment between users’ expectations and the services actually received are becoming key factors determining the economic value of payment services. Consequently, the strategic management of service quality should no longer be regarded as an auxiliary function of payment system operations; rather, it has emerged as a strategic management priority that determines a provider’s market position, customer base, transaction activity, operating costs, and long-term economic sustainability.