MANAGING BANK SERVICES QUALITY

Quality has become the basicfactor of economic efficiency and the basicprinciple of business activities of successfulorganizations. Its consequence is revolution in thearea of quality that has comprised all kinds ofproducts and services including the bank servicesas well. To understand the present and future needsof clients and to know how to fulfill and try toexceed their expectations is the task of everyefficient economy. Therefore, the banks in thedeveloped economies try to re-orientateorganizationally, technologically andinformatically their business activities placing theclient in the core of this business activity.Significant indicators of quality services that banksoffer are measured by the time clients wait for theprovision of the desired service and the number ofclients who give up to enter the bank due to thelong waiting for provision of the desired serviceand the number of clients who give up to enter thebank due to the long waiting queues. Dissatisfiedclient is the worst result of the bank's work andactivity. The great effort is made to improve thequality of services, which means professionalismand communication of personnel with whom theclients come in contact, giving punctual and clearinformation and short waiting period of standing inthe queues. The aim of this paper is to present anddescribe the functioning of the bank system underthe conditions of establishing quality in provision ofservices to clients and to recognize basic guidelinesfor improvement of quality in the work of thebanking sector.