The Ministry of Education of Azerbaijan Republic unec sabah azerbaijan State Economic University

3.1.Brief analysis of the banking sector

Whether in Azerbaijan or in the world, banking is a common area of the service sector. Due to factors such as the level of economic development of the country, the income level of the population, etc., the need for bank services increases day by day. It is well-known that banking services are so important that the quality of the bank service and customer satisfaction play an indispensable role for both the producer and the consumer.

What is the Bank? Banks are businesses that sell money. Bank - is a legal entity that provides deposits or other returnable materials from real and legal persons, gives loans in their own name and on their own account, and also collects and transfers transactions with customers' orders¹⁹. The basis of the income of the banks is the services related to money. When giving brief information about banks, we cannot pass without classification according to their fields of activity. Banks such as trading banks, investment banks, the central bank, etc. are classified according to their fields of activity.

Banks are offering various services to customers, such as credit facilities, interest-bearing deposit facilities, money transfers, card facilities, etc. we mentioned there are tools used to fulfill the said activities of the company with these services, these are the ATM, post terminals, call center, internet and Mobile banking (Wireless Application Protocol)etc. The quality of all the services we provide and the customer satisfaction obtained as a result of the quality have the most important position in the long-term operation of an enterprise (the bank). In other words, the way to ensure customer satisfaction is to provide quality service. Customer satisfaction in this sector is based on several factors. When it comes to different factors, employee personnel should be friendly, efficient and flexible service of customer service, modern appearance of an enterprise. We can show the factors. Customer satisfaction is so important to banks that the more loyal a customer is, the more profit the business gets. In an increasingly competitive environment, banks place special emphasis on increasing service quality and banking products and being different from their competitors in order to provide better customer satisfaction. For example, in some banks, the call center works 24 hours, some increase the possibilities of e-banking and p.