The study focuses on banking services, their quality and customer satisfaction in the banking system: as a case study, services provided by banks in Shkodra have been taken. For the realization of the study a complete analysis was used based on the data collected from the questionnaire with the clients of the commercial banks operating in Shkodra. The data provided by the questionnaire analyzed the real level of banking services in Shkodra. These services are seen in terms of their diversity as well as the level of quality of services they offer to attract the customer. The study also highlights the gaps that these banks have in their services under contemporary conditions.

The purpose of this study is to confirm the theory that banks should do more to perceive the customer about the quality of services. Banks try to provide modern services, but the most important is to identify and perceive customer needs about services because what may be good for the bank may not be the good for the customer.]]>