Jakość usług oferowanych przez polskie banki spółdzielcze

The results of researches on the service quality in the Polish cooperative banks in 2000 and 2004 are presented in the paper. The quality analysis is crucial because it helps to win and keep clients' confidence and it gives banks competitive advantage. Keeping the competitive advantage is possible thanks to Total Quality Management implementation. The research on service quality of cooperative banks reveals that cooperative banks have good image among their clients. Due to this fact, cooperative banks have recently gained better competitiveness in comparison to commercial banks.