THE IMPACT OF BANKING SERVICES QUALITY ON CREDIT INSTITUTIONS
Taking into account the increasing competition between commercial Romanian banks, there is a real problem to come up with new clients or to preserve the old ones. Quality management banking perspective is extremely interesting, from the point of view of the activities specific, and of the per...
| Main Author: | |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Academica Brâncuşi
2011-09-01
|
| Series: | Analele Universităţii Constantin Brâncuşi din Târgu Jiu : Seria Economie |
| Subjects: | |
| Online Access: | http://www.utgjiu.ro/revista/ec/pdf/2011-03/8_ELENA_SILVIA_DINCULESCU.pdf |
| Summary: | Taking into account the increasing
competition between commercial Romanian banks,
there is a real problem to come up with new clients
or to preserve the old ones.
Quality management banking perspective is
extremely interesting, from the point of view of the
activities specific, and of the permanent area
competition imposement. Banks being aware of the
quality problems also lead to the appearance and
requirement of some area working standards.
Standards imposing and issuing together with the
performance measure system are to be the main
elements of a quality programme.
The general aim of this study is to offer a
practical perspective on the quality of services in
order to reinforce certain concepts such as: typology
(technical quality versus functional quality), the
dimensions and the evaluation of quality. By
analyzing the dimensions of quality, the
measurement modalities and their improvement, the
present research offers instruments for
understanding the significance of this
„irreproachable service”. |
|---|---|
| ISSN: | 1844-7007 1844-7007 |