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Coordinates Of Banking Services Quality Management


  • EDU, Tudor
  • NEGRICEA, Costel
  • DUMITRU, Nicoleta Rossela


In the field of services, quality is, in general, defined by the client and the management ensures the overfulfilment of the clients demands and expectations. The quality of services implies two essential aspects that a manager has to take into account: the clients 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.

Suggested Citation

  • EDU, Tudor & NEGRICEA, Costel & DUMITRU, Nicoleta Rossela, 2011. "Coordinates Of Banking Services Quality Management," Holistic Marketing Management Journal, Holistic Marketing Management, vol. 1(4), pages 33-41, December.
  • Handle: RePEc:hmm:journl:v:1:y:2011:i:4:p:33-41

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    Banking Services; Quality Management; The Contact Personnel; Top Management.;

    JEL classification:

    • M12 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Personnel Management; Executives; Executive Compensation
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M54 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Personnel Economics - - - Labor Management


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