EN
Polish market of retail banking services is characterized by a high dynamics of development. The consequence of this fact is a clear intensification of competitive actions of other banks, and in particular those that have focused less attention on the retail business. In result market concentration increases due to consolidation of the banking sector, and the entities that in result of insufficient capital base or insufficient flexibility in adapting to market changes, are taken over by large international banking groups. Accordingly a strong competitive position in retail banking can be ensured primarily due to high efficiency of use of existing resources, which in particular should include human, technological and financial resources. Sustainable competitive advantage in the retail sector can provide implementation of appropriate business processes that allow for systematic measurement and continuous monitoring of effectiveness, both in terms of operational and financial performance.