da Silva Gomes, J. R., Schuch Jr, V. F., Kneipp, J. M., Barbieri da Rosa, L. A., & Schoproni Bichueti, R. (2012). Services satisfaction: an analysis of the Banco do Brasil customers’ perceptions. Revista De Administração Da UFSM, 5(1), 126–144. https://doi.org/10.5902/198346594583