The introduction of quality systems in the banking business is one of the prerequisites for further development and improvement of the banking business, especially when it comes to economies in transition. Establishing an effective quality system is a continuous work, which is the subject of this paper and should enable the bank to realize the basic principles of banking operations such as security, liquidity and efficiency in operations, with the aim of improving competitiveness both in the domestic and the global market. If the requirements regarding the quality system we observe in terms of customers, than the SERQUAL model plays a key role, which precisely identifies the determinants of quality of service, of which more will be discussed in the second part, when presenting the obtained results found within the research. The main aim is to measure the quality of provided services through perception and expectations of clients. Followed by concluding observations.

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