Digital Retail Services in Commercial Banks: Methodological Foundations for Assessing Economic Efficiency

This paper develops methodological foundations for assessing the economic efficiency of digital retail services in commercial banks, including mobile and internet banking, remote lending, digital payments and e-wallets. Drawing on international empirical studies and official statistics of the Central Bank of the Republic of Uzbekistan, it documents the rapid growth of digital channels: in 2025, transactions via mobile banking applications reached UZS 646 trillion, a 1.6-fold increase, while banking assets grew by 20%. Existing approaches cost–benefit analysis, data envelopment analysis (DEA), the balanced scorecard and customer lifetime value (CLV) are compared. The paper proposes an integral efficiency index (IDRS) that combines financial, operational, customer and strategic-risk blocks with entropy-based weights, together with a procedure for estimating the discounted net effect of a digital project. The model is illustrated on conditional data for five hypothetical banks.

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