Coordinates Of Banking Services Quality Management
AbstractIn the field of services, quality is, in general, defined by the client and the management ensures the overfulfilment of the clientâ€™s demands and expectations. The quality of services implies two essential aspects that a manager has to take into account: the clientâ€™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 clientsâ€™ 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.
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Bibliographic InfoArticle provided by Holistic Marketing Management in its journal Holistic Marketing Management.
Volume (Year): 1 (2011)
Issue (Month): 4 (December)
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Web page: http://holisticmarketingmanagement.ro
Banking Services; Quality Management; The Contact Personnel; Top Management.;
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