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The Quality Services Vector - A Performance Source For The Banks In Romania

Author

Listed:
  • Dragoi Violeta

    () (Finance and Accounting Department, Valahia University, Târgoviste)

  • Constantinescu Lucretia Mariana

    () (Management-Marketing Department, Valahia University, Târgoviste)

Abstract

The financial and banking services are offered by the banks to their customers reflect, in their essence, the character of the process oriented through the market and the customer. The quality of the procedural elements - the contact personnel (human resources), the physical support of the benefit, the resulted service and the customer relationship management - is a vector, which can contribute to the market performance of the companies in the banking sector, and, at the same time, a vector of satisfaction for their customers. To distance itself from the competitors, each banking company must have a number of possibilities, facilities and specific advantages. Our paper highlights the benefits of implementing the quality management system oriented toward the customer in the banking services, which focuses the firm's marketing actions towards the customer satisfaction and loyalty, integrating the “quality” vector in the potential success of the companies on the banking market in Romania.

Suggested Citation

  • Dragoi Violeta & Constantinescu Lucretia Mariana, 2011. "The Quality Services Vector - A Performance Source For The Banks In Romania," Review of Applied Socio-Economic Research, Pro Global Science Association, vol. 1(1), pages 47-62, July.
  • Handle: RePEc:rse:wpaper:v:1:y:2011:i:1:p:47-62
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    More about this item

    Keywords

    total quality; quality management system; customer satisfaction; customer loyalty; customer relationship management; marketing strategies; organizational performance;

    JEL classification:

    • D53 - Microeconomics - - General Equilibrium and Disequilibrium - - - Financial Markets
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M21 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Economics - - - Business Economics
    • E44 - Macroeconomics and Monetary Economics - - Money and Interest Rates - - - Financial Markets and the Macroeconomy
    • G11 - Financial Economics - - General Financial Markets - - - Portfolio Choice; Investment Decisions
    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
    • L25 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - Firm Performance

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