A qualidade no atendimento bancário da agência do Banco do Brasil em Estância (SE)

Abstract

The quality in the attendance banking is a theme that has been increasingly improved by institutions, about everything, why the quality it is the tool that adds value products and services which are being provided to the consumer. This work had as general objective, to comprehend the degree of customer satisfaction quality of the attendance in the banking sector of the agency Banco do Brasil in Estância/SE. In this context, it was clear that despite the actions adopted by the Bank, there were still complaints that generated doubts about the degree of customer satisfaction, especially in relation to the personal attendance at the agency. To perform the search, the methodology adopted in the study was the qualitative approach with the use of descriptive statistics. The present research it used a sample population of 104 agency clients. The data collection instrument used was a questionnaire with 10 closed questions and multiple choice. The variables adopted in the research were: the socioeconomic profile of clients, quality in the attendance and customer satisfaction, positive and negative aspects of the attendance and the analysis of quality features in attendance and services. Thus, after the analysis of the results, the research showed what quality in the attendance of the studied agency, according to the customer's perception, is satisfactory. Thus, customers pointed out the service – internet banking/mobile – as a highlight in quality and agility, as well as, the self-service terminals, for offering autonomy and comfort. Still as points positive, were quantified the qualification of the employees and the courtesy and sympathy provided to customers. The verification of the data highlights, however, as negative point the waiting time for attendanc