Services satisfaction: an analysis of the Banco do Brasil customers’ perceptions
DOI:
https://doi.org/10.5902/198346594583Abstract
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.
Downloads
Downloads
Published
How to Cite
Issue
Section
License
This journal remains the copyright holders of articles published. In order to be published, authors must sign the Copyrights Letter, which is sent to the authors by e-mail, thus granting rights, including on translation, to ReA/UFSM. The journal grants third parties the right to use, reproduce, and share the article according to the Creative Commons license agreement (CC-BY 4.0), as stated in the article’s PDF documents.