In the diploma thesis we concentrate on the assessment of quality of services in one of the biggest banks in Slovakia, that is Slovenská sporiteľňa, a. s. We focused on external and internal evaluation of the accessible services and eventually we came up with specific recommendations how to improve these services. The theoretical part of this work was dedicated to definition of theoretical information, such like quality management, quality of services and human resources, while in the practical part we concentrated on the characteristics of Slovenská sporiteľňa and its services. Eventually we have chosen from the wide variety of services the ones that we found the most important. With the help of questionnaires, pair method, satisfaction index and method of averaging we found weak spots in the bank. Based on these findings we deducted recommendations that would lead to rise of quality of the offered services and also bigger satisfaction not only customers, but employees of this bank, too. We submitted the revealed findings and recommendations to responsible persons in Slovenská sporiteľňa.