A QUALIDADE NO ATENDIMENTO BANCÁRIO

• Ano de defesa: 2005
• Autor(a) principal: Ferreira, Ernani da Cunha
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Programa de Pós-graduação em Sistemas de Gestão; Segurança do Trabalho, Meio-ambiente, Gestão pela Qualidade Total
• Palavras-chave em Português: pesquisa; globalização; atendimento; qualidade; research; globalization; customer services; quality; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: https://app.uff.br/riuff/handle/1/21083

The subject "quality" is nowadays, in a globalized world, one of the key concerns of businessmen to face the competition on industries and service areas. Financial groups are measuring no efforts to achieve quality excellence, starting by customer services and relationship. The intent of this study was to evaluate de quality of the services delivered by Public and Private Financial institutions. The evaluation has been performed through questionnaires to the customers applied at the branches in the four largest cities in the Southern area of Rio de Janeiro State (Volta Redonda, Barra Mansa, Barra do Piraí and Resende). The profile of each customer has been mapped - age, scholarship, wage - and his/her perception about branches' quality: facilities, installations, services, lanes' organization, employees' knowledge about offered products and services. The research results showed that most of the customers consider the branches comfortable, and their employees are polite, objective-oriented and they also try to provide privacy to the customer during their contacts. As a generic statement, the customers consider the quality of bank services as being good. Therefore, it can be said that it is possible to evaluate the quality of bank services, based on the customer quality perception. This research tool, used as a way to search information and knowledge, is easy to use and easy to be interpreted by the customers, with a potential to be used by any service provider.