Calitatea Relatiei dintre Banci si Clienti - The Quality of the Relationship Between Banks and Customers (Romanian version)

The success of a bank depends on the quality of the relationships it establishes with customers, gaining confidence and the value it provides. For a higher service quality and to prevent errors, banks must set features of quality service and the means and methods of measurement and evaluation. The purpose of this paper is to establish quality standards for banking services, the means to achieve quality, the people responsible for achieving quality and the acceptable level of achieving quality. Banks must understand the client as the ultimate authority in defining the concept of quality. Each bank employee is a service provider that has an internal and/ or an external customer, and each priority is to meet and exceed customer expectations. Internal services provided by the back office staff are not at all less important than the services provided by the front office personnel to external clients.