Naturally, each company intends to increase its services quality, which is one of the most important ways to differentiate themselves from competitors. In services field, the definition of quality concept is a very difficult task, in comparison with the production of material goods because in the production of material goods we have rigorous available parameters, measurable, quantifiable, in order to express and evaluate the level of quality that can not be adapted to the measure quality services. Besides the price, the quality is the second element that provides competitive services. Service quality approach is relatively new (after 1990), but it led to profound changes in service delivery way and allowed overcoming traditional schemes used in this area. Quality has become in many cases a critical objective for organizations, which deal in terms of management. If the price of productivity, flexibility, quality were, once, opposed concepts, which are mutually exclusive, that could not be pursued simultaneously today, the way how addressed quality is, ensures also the achievement of other objectives. Although the service is a reality, when it is analyzed, it is used as an image that includes only certain discrete aspects, represented by its features.