Calitatea Relatiei dintre Banci si Clienti - The Quality of the Relationship Between Banks and Customers (Romanian version)

Ph.D. Candidate Anca Maria Rosu ()
Additional contact information
Ph.D. Candidate Anca Maria Rosu: Academy of Economical Studies from Bucuresti, Institute of Doctoral Studies

Logos Universalitate Mentalitate Educatie Noutate - Sectiunea Stiinte Economice si Administrative/ Logos Universality Mentality Education Novelty - Section: Economical and Administrative Sciences, 2011, vol. 1, 161-173

Abstract: The success of a bank depends on the quality of the relationships it establishes with customers, gaining confidence and the value it provides. For a higher service quality and to prevent errors, banks must set features of quality service and the means and methods of measurement and evaluation. The purpose of this paper is to establish quality standards for banking services, the means to achieve quality, the people responsible for achieving quality and the acceptable level of achieving quality. Banks must understand the client as the ultimate authority in defining the concept of quality. Each bank employee is a service provider that has an internal and/ or an external customer, and each priority is to meet and exceed customer expectations. Internal services provided by the back office staff are not at all less important than the services provided by the front office personnel to external clients.

Keywords: quality; bank – customer relationship; banking services; bank personnel; image (search for similar items in EconPapers)
JEL-codes: A23 G21 (search for similar items in EconPapers)
Date: 2011
References: Add references at CitEc
Citations:

Downloads: (external link)
http://edituralumen.ro (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:lum:rev14e:v:1:y:2011:i::p:161-173

Access Statistics for this article

More articles in Logos Universalitate Mentalitate Educatie Noutate - Sectiunea Stiinte Economice si Administrative/ Logos Universality Mentality Education Novelty - Section: Economical and Administrative Sciences from Editura Lumen, Department of Economics
Bibliographic data for series maintained by Antonio Sandu ().