دور كلف الجودة في تحسين جودة الخدمه المصرفية لتحقيق الميزة التنافسية

Abstract

    The recent technological development of business environment and the increasing competition pushed banks to adopt modern methods to improve the level of  bank  service quality through presenting the best services to achieve the customer satisfaction  that support the competition situation.

    The search aims to identify the cost quality costs and classify them into four elements and measure them accordingly then reporting them and the statement of the role that contribute to the improving the bank services quality to achieve the competitive advantage.

   The research concludes a group of conclusions, the most important ones is measuring the quality costs according to its importance for sustain and compete in the market. thus , the use of isolated reports improving its aims to submitting detailed information about its main components (prevention, evaluation, internal failure, external failure) , and  presenting  a clear view of banks management that illustrates the role of each element in to improve the quality and achieving the customer satisfaction, then participating in supporting the competitive advantage.

    The most important recommendations that came out of the research is that the banks interest Select the quality costs and classifying them according to their categories, measured and disclosed due to its role in improving the of bank services quality that presents  to customers to reach the competitive advantage that Set it apart from the competitors.