The service industry tried notable growth in the last two decades. The service organizations had grown in size and complexity. This work analyzes the application of performance indicators of quality in the industry of banking services. The adopted method of research is the hypothetical-deductive one, applied through a case study, where the data gotten in the field research had passed for rigorous statistical analysis, for corroborate of the results. The studied organization, a commercial bank, developed an integrated model of performance indicators of quality, becoming its main instrument of management of the quality. The conclusion of the research discloses, that the development and implementation of a structured model of performance indicators of quality, contribute for the improvement of quality, providing focus for the investment of resources in the service organizations.
quality management; service management; performance measurement
