Zarządzanie jakością usług w polskich bankach w świetle wymagań globalnego rynku finansowego

Abstract

Processes of globalization are completely reflected in the world financial market. Mergers and alliances of financial institutions are the indications of these processes. Among others, the world financial corporations define standards in range of serving a customer and a level of provided services. Hence question comes to mind: how Polish banks are prepared and how they do realize systems of quality management? This paper aim is to answer the above question. The basis is the outcome of Polish-wide research, in which 295 managers of banks took participation. This research showed, that realization phase of system of quality management was evaluated better than phase of its preparation. It is possible to ascertain simultaneously, that Polish banks are not fully prepared for coping with demands of global financial market.