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Reclamaţiile Clienţilor - Sursă De Ameliorare A Calităţii Produselor Şi Serviciilor Bancare


  • Dobran , Ruxandra Diana

    (Groupe Société Générale hors France)


Această lucrare scoate în evidenţă importanţa procesului de analiză şi soluţionare corespunzătoare a reclamaţiilor primite de către băncile comerciale de la clienţi. Reclamaţiile clienţilor trebuie privite pozitiv. Ele reprezintă vocea clientului, transmiţând un mesaj cu privire la nivelul calităţii serviciilor şi arătând disfuncţionalităţile produselor şi serviciilor oferite de bancă. O reclamaţie bine gestionată (analizată şi soluţionată corespunzător) reprezintă un act comercial puternic ,contribuind la păstrarea şi aprofundarea relaţiei cu clientul, la păstrarea imaginii băncii şi ,nu în ultimul rând, la îmbunătăţirea continuă a calităţii serviciilor.

Suggested Citation

  • Dobran , Ruxandra Diana, 2009. "Reclamaţiile Clienţilor - Sursă De Ameliorare A Calităţii Produselor Şi Serviciilor Bancare," Studii Financiare (Financial Studies), Centre of Financial and Monetary Research "Victor Slavescu", vol. 13(3), pages 91-96.
  • Handle: RePEc:vls:finstu:v:13:y:2009:i:3:p:91-96

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    Cited by:

    1. Valentina Fetiniuc & Ivan Luchian, 2014. "Banking ethics: main conceptions and problems," Annals of the University of Petrosani, Economics, University of Petrosani, Romania, vol. 14(1), pages 91-102.

    More about this item


    bank; claims; client; quality; indicators; responsabilities; commercial approach; solution; answer;

    JEL classification:

    • D23 - Microeconomics - - Production and Organizations - - - Organizational Behavior; Transaction Costs; Property Rights
    • P47 - Economic Systems - - Other Economic Systems - - - Performance and Prospects


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