Model for Evaluation of Banking Services' Quality




service quality, quality indicators, quality factors, quality model


In modern business, quality is one of the key factors for recognising a product or service on the market. For this reason, quality is becoming a new business paradigm in all spheres of human activities, whether we talk about material products or services. Therefore, increasing attention is paid to quality management that is focused on meeting the requirements of clients in order to keep the old and attract new ones, so that the organisation can survive in conditions of fierce competition. It is evident that nowadays quality management is becoming a leading asset in competitive business in all industries. World companies are focused on quality, so we may often hear that the 20th century was actually the century of productivity, but the 21st century will be, without doubt, the century of quality. Bearing in mind the importance of the quality of services, there were valid reasons to focus the scientific research attention in this paper on defining the model of valuation of the quality of banking services, as a research objective. In achieving this goal, there were valid and scientifically justified reasons to apply the statistical method, as a general method, and the descriptive (Survey-Research) method, as a special one. The model for evaluating the quality of banking services, which is defined in this way, represents an important assumption of contributing to the improvement of relations with clients (Customer relationship management – CRM) with the goal of satisfying their needs and wishes, but also with the realization of business benefits.


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How to Cite

Mitić, N., & Brzaković, M. . (2022). Model for Evaluation of Banking Services’ Quality. KULTURA POLISA, 19(3), 176–202.



Review Article