摘要：The consumption is directly proportional to the purchasing power of consumers and it represents the mirrorof the consumers’ attitudes. The competitive environment in the market gives the consumer the possibility to evaluate the banking product or service to its selection,with a comparative analysis and not least by choice. By their reaction,consumers give pulse to the banking market;they are sources of ideas and solutions for the reduction,waiver or banking product diversification. The continuing study of consumer satisfaction regarding the banking offering,analyzing complaints,the feedback derived from consumers or their reporting to competing products,generate solutions for banks and last but not least these are beneficial for banks,for the existing consumers as well as for potential customers.Thus the market adjusts to the satisfaction or dissatisfaction of consumers,customers on one hand and banking institutions on the other. Quality of products and banking services are provided by their properties and characteristics;quality is what gives the ability to meet the consumer demands expressed or implied by destination and then discuss consumer satisfaction,which we consider as a barometer for the quality of services and products.
