SERVICE QUALITY AND CUSTOMER SATISFATCTION IN CEC BANK

Corneliu Benţe () and Laurenţiu Droj ()
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Corneliu Benţe: Department of Finance-Accounting, Faculty of Economic Sciences, University of Oradea, Oradea, Romania
Laurenţiu Droj: Department of Finance-Accounting, Faculty of Economic Sciences, University of Oradea, Oradea, Romania

Annals of Faculty of Economics, 2019, vol. 1, issue 2, 103-108

Abstract: Adopting the concept of marketing, as a basis for all the strategic and tactical decisions that are adopted in the management process and in the existence of the banking institution, would involve taking into account four elements: 1). Satisfaction of customer wishes. This is a vital aspect of the marketing concept without which the bank's financial objectives could not be met. 2). Return. Customer satisfaction cannot be achieved at any cost, and there must be a balance between customer satisfaction and earnings gains. 3). Employee involvement. All employees need to understand the importance of marketing and work in the spirit of the marketing concept. This can be done by meeting the needs of employees, and they need to become aware of the importance of cost control and maximization of revenue. 4). Social responsibility. The bank must be aware and sensitive to the community and the environment in which it operates. The banking institution has an extremely important role in society and, consequently, must have a responsible behaviour.

Keywords: Performance; satisfaction; quality; SERVQUAL; GAP (search for similar items in EconPapers)
JEL-codes: G21 M31 (search for similar items in EconPapers)
Date: 2019
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