COORDINATES OF BANKING SERVICES QUALITY MANAGEMENT

Elisabeta Andreea Budacia, Nicolai Laurenţiu Hreniuc, Alexandra Perju and Irina Mihaela Moldovan
Additional contact information
Elisabeta Andreea Budacia: Romanian American University in Bucharest
Nicolai Laurenţiu Hreniuc: PhD Student at the Academy of Economic Studies in Bucharest
Alexandra Perju: PhD Student at the Academy of Economic Studies in Bucharest
Irina Mihaela Moldovan: University of Pennsylvania, Annenberg School for Communication

Romanian Economic Business Review, 2010, vol. 5, issue 4, 198-207

Abstract: In the field of services, quality is, in general, defined by the client and the management ensures the overfulfilment of the client’s demands and expectations. The quality of services implies two essential aspects that a manager has to take into account: the client’s satisfaction and the absence of the errors made by employees. Introducing a system of quality management has the goal of satisfying the clients and surpassing their expectations. Such a system has to be dynamic, which makes it adaptable to the clients’ needs, demands and expectations. Principles of quality management in banking institutions have to be : customer orientation, leadership, personnel involvement, procedural approach, system approach to management, continuous improvement, factual approach to decision, mutually beneficial supplier relationships.

Date: 2010
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.rebe.rau.ro/RePEc/rau/journl/WI10/REBE-WI10-A16.pdf (application/pdf)

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:rau:journl:v:5:y:2010:i:4:p:198-207

Access Statistics for this article

More articles in Romanian Economic Business Review from Romanian-American University Contact information at EDIRC.
Bibliographic data for series maintained by Alex Tabusca ().