Quality Management Assessment Focus to Customers’ Satisfaction to Raiffeisen Bank Romania

Abstract

Credit institutions have an important role in the economic and social development of a country because they represent the vital centers of an economic system, designed to identify the financial needs of the clients in order to cover them by creating and launching on market financial and banking products and services. In an bank, the marketing leaders must identify the products and services that meet the customer requirements, to upgrade financial and banking products and services, to create and launch new products and services on the market, to set up the adequate price, the way to promote and especially must find the most efficient distribution channels to make the products accessible to customers in the time they need. The paper gives an overview of main types of distribution channels used by Raiffeisen Bank in order to obtain a competitive advantage by providing personalized services in a timely and effective cost.