摘要：In the field of services, quality is, in general, defined by the client and the management ensures the overfulfilment of the client’s demands and expectations. The quality of services implies two essential aspects that a manager has to take into account: the client’s satisfaction and the absence of the errors made by employees. Introducing a system of quality management has the goal of satisfying the clients and surpassing their expectations. Such a system has to be dynamic, which makes it adaptable to the clients’ needs, demands and expectations. Principles of quality management in banking institutions have to be : customer orientation, leadership, personnel involvement, procedural approach, system approach to management, continuous improvement, factual approach to decision, mutually beneficial supplier relationships.
