The Implementation Impact of a Quality Programme on Banking System Management
The Implementation Impact of a Quality Programme on Banking System Management

Summary/Abstract: Taking into account the increasing competition between commercial Romanian banks, there is a real problem to come up with new clients or to preserve the old ones. The only possible way to face this situation is to encourage potential or real clients confidence into services or products quality offered by a certain bank. There appear to be serious differences between the client’s „expected quality” and „ the perceived one”, after the acquisition of a banking product. It is thus proved that the quality management can be a successful way to face the more and more soliciting concurrence from the banking market.

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