UPRAVLJANJE KVALITETOM BANKARSKIH USLUGA
MANAGING BANK SERVICES QUALITY

Summary/Abstract: Quality has become the basic factor of economic efficiency and the basic principle of business activities of successful organizations. Its consequence is revolution in the area of quality that has comprised all kinds of products and services including the bank services as well. To understand the present and future needs of clients and to know how to fulfill and try to exceed their expectations is the task of every efficient economy. Therefore, the banks in the developed economies try to re-orientate organizationally, technologically and informatically their business activities placing the client in the core of this business activity. Significant indicators of quality services that banks offer are measured by the time clients wait for the provision of the desired service and the number of clients who give up to enter the bank due to the long waiting for provision of the desired service and the number of clients who give up to enter the bank due to the long waiting queues. Dissatisfied client is the worst result of the bank's work and activity. The great effort is made to improve the quality of services, which means professionalism and communication of personnel with whom the clients come in contact, giving punctual and clear information and short waiting period of standing in the queues. The aim of this paper is to present and describe the functioning of the bank system under the conditions of establishing quality in provision of services to clients and to recognize basic guidelines for improvement of quality in the work of the banking sector.

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