THE RESULTS POINT OUT THAT THE COMM

THE RESULTS POINT OUT THAT THE COMMITMENT OF TOP MANAGEMENT IS CRUCIAL FOR THE SUCCESSFUL IMPLEMENTATION OF TQM. WITHOUT THE SUPPORT AND UNDERSTANDING OF TQM BY MANAGEMENT AT THE HIGHEST POINT, THERE IS NO EFFECTIVE IMPLEMENTATION OF A GIVEN SYSTEM. BANK MANAGERS MUST CONSTANTLY ADAPT TO THE WISHES, NEEDS AND REQUIREMENTS OF THE CLIENTS. ALSO EMPLOYEES SHOULD BE POLITE AND READY TO HELP CUSTOMERS AT ALL TIMES. THEY MUST UNDERSTAND AND RESPECT THEIR NEEDS AND EXPECTATIONS, AS REFLECTED IN THE HIGH LEVEL OF CUSTOMER SATISFACTION TO BANKS AND IMPROVE THE OVERALL ORGANIZATIONAL PERFORMANCE OF BANKS. THE FINDINGS CONFIRM THAT CORPORATE CLIENTS DO NOT GIVE GREAT IMPORTANT TO PHYSICAL ELEMENTS OF THE BANKS, SUCH AS THE UNIFORM EMPLOYEES, COMPUTERS' EQUIPMENT, DECORATION OF INTERIOR, ETC. IT IS THE LACK OF BUSINESS AND MEANS THAT BANKS MANAGERS PRESENTS CONSIDERABLE ATTENTION TO IMPROVING THE ABOVE ELEMENTS. BASE ON THE RESEARCH OF ATTITUDES OF CLIENTS, BANKING INSTITUTIONS CAN SIGNIFICANTLY IMPROVE AND GROW THEIR BUSINESS. MANAGERS CAN GET VALUABLE INFORMATION ON HOW CUSTOMERS EVALUATE THE QUALITY OF BANKS AND ON THIS BASIC TO IDENTIFY WHERE THE NEGATIVE ASPECTS OF THE QUALITY OF BANKING SERVICES. IMPROVING THE QUALITY OF SERVICE OFFERINGS, THE BANK INCREASE THE LEVEL OF CUSTOMER SATISFACTION AND LOYALTY, AND ACHIEVE HIGHER LEVELS OF PROFITABILITY.