文章基本信息

标题：Satisfação dos serviços: uma análise da percepção dos clientes do Banco do Brasil
本地全文：下载
作者：João Renato da Silva Gomes ; Vitor Francisco Schuch Jr ; Jordana Marques Kneipp 等
期刊名称：Revista de Administração da UFSM
印刷版ISSN：1983-4659
出版年度：2012
卷号：5
期号：1
页码：126-144
DOI：10.5902/198346594583
语种：English
出版社：Universidade Federal de Santa Maria
摘要：The financial market has been seeking recognition in their area of expertise through transactions resulting from the availability of computing platforms and telecommunications. In this sense, we tried to understand the behavior and preferences of customers regarding self-services, internet and phone banking of the Banco do Brasil in Santa Maria, RS. The collection of survey data was developed by applying a questionnaire, using descriptive statistics to analyze the data in order to obtain the socioeconomic profile of clients and the use of available technologies, observing the perception and customer satisfaction for products and services. Firstly, a literature search was conducted, in which several sources were analyzed to construct the theoretical framework. In the second step, we carried out a survey research with questionnaires to customers of the Banco do Brasil in high traffic areas in the city of Santa Maria, RS. The sample was characterized as non-probabilistic and convenience. Through analysis of results, we found that the level of customer satisfaction in relation to the most valued items is high, especially the preference of customers for the self-service.
其他摘要：The financial market has been seeking recognition in their area of expertise through transactions resulting from the availability of computing platforms and telecommunications. In this sense, we tried to understand the behavior and preferences of customers regarding self-services, internet and phone banking of the Banco do Brasil in Santa Maria, RS. The collection of survey data was developed by applying a questionnaire, using descriptive statistics to analyze the data in order to obtain the socioeconomic profile of clients and the use of available technologies, observing the perception and customer satisfaction for products and services. Firstly, a literature search was conducted, in which several sources were analyzed to construct the theoretical framework. In the second step, we carried out a survey research with questionnaires to customers of the Banco do Brasil in high traffic areas in the city of Santa Maria, RS. The sample was characterized as non-probabilistic and convenience. Through analysis of results, we found that the level of customer satisfaction in relation to the most valued items is high, especially the preference of customers for the self-service.
关键词：Qualidade; Satisfação dos serviços; Tecnologia; Setor bancário.
其他关键词：Quality; Services satisfaction; Technology, Banking