Analysis of indicators and satisfaction with the quality of banking services

U ovom radu prikazat će se kako radi bankarski sustav te kako banke rade na tome da unaprijede svoje usluge, a samim time i kvalitetu usluga kako bi stekle zadovoljne klijente. U bankarskom svijetu sve je teže ostvarit konkurenciju zasnovanu na novim uslugama, na cijeni i na distributivnim kanalima. Kvaliteta je postala osnovni čimbenik gospodarske djelatnosti i bitan faktor djelovanja uspješnih banaka. Zadatak svake uspješne banke je razumjeti potrebe klijenata i znati ispuniti njihova očekivanja. Problem istraživanja je taj da se vidi u kakvom je stanju kvaliteta bankarske usluge i da li zadovoljava potrebe klijenata. Metode koje ću koristiti u ovom radu su indikatori kvalitete. Svrha istraživanja je da se bolje izmjeri kvaliteta usluga koje banke sada pružaju na što većem broju korisnika usluga. Cilj je da se obuhvate i buduća očekivanja korisnika usluga. Navedeno ispitivanje pomaže banki da dobi informaciju o kvaliteti usluga koje nudi konkurencija. Zaključak istraživanja je da banke ukoliko žele unaprijediti svoje poslovanje moraju da obrate veću pažnju na uočavanju i poboljšanju svojih kvaliteta.This paper will show how the banking system works and how banks are working to improve their services, and thus the quality of services in order to gain satisfied customers. In the banking world, it is increasingly difficult to achieve competition based on new services, price and distribution channels. Quality has become a basic factor of economic activity and an important factor in the operation of successful banks. The task of every successful bank is to understand the needs of clients and know how to meet their expectations. The problem of the research is to see what the quality of the banking service is in and whether it meets the needs of clients. The methods I will use in this paper are quality indicators. The purpose of the research is to better measure the quality of services that banks now provide to as many service users as possible. The goal is to include the future expectations of service users. This test helps the bank to obtain information on the quality of services offered by the competition. The conclusion of the research is that if banks want to improve their business, they must pay more attention to noticing and improving their qualities