Qualidade no Atendimento: Uma Alternativa para Obter a Satisfação dos Clientes de Uma Instituição Financeira

Abstract

This study aims to analyze the perception of customers regarding the quality of care in a financial institution. The study was carried out at a financial institution located in a city in the northern part of the state of Rio Grande do Sul. A data collection instrument with a Likert scale was used for the development of the study, which was analyzed through a statistical treatment simple. The results show that clients perceive the quality of services and evaluate them based on their perception. During the study, the following variables were analyzed: physical space, safety, cleaning and organization of the units, knowledge of employees with regard to products and services, speed and agility in service, initial approach offered by the employee, promptness and speed in helping to solve a problem and the waiting time in the telephone service. With the exception of the waiting time in telephone service that shows customer dissatisfaction, the other variables evaluated demonstrate customer satisfaction.