Prevention of failures in banking services

Detalhes bibliográficos
Autor(a) principal: Santos, Matheus Gravito
Data de Publicação: 2019
Outros Autores: Moura, Luiz Rodrigo Cunha, Ituassu, Cristiana Trindade
Tipo de documento: Artigo
Idioma: por
Título da fonte: Revista ENIAC pesquisa
Texto Completo: https://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/580
Resumo: The banking sector is constantly growing, as is the competition and customer requirements that are steadily increasing in this industry. Even for banks that provide services of excellence, failures during the provision of services may occur. As a consequence, when services fail, banks suffer from an increased risk of losing their customers. The objective of this research is to propose actions to prevent bank failures based on service quality gap gaps and strategies to close the gaps. For this, a qualitative and quantitative study was chosen, with descriptive purpose in cross-section, through a survey. In addition, a semi-structured questionnaire was developed for clients who had some negative experience with banks in the last 12 months. The respondents were contacts through Facebook, Instagram, Linkedin, Whatsapp or email. After the analysis of the missing data, the final sample had 579 valid questionnaires. Data were analyzed through content analysis and simple descriptive statistics. With the results achieved, it was possible to classify the main problems reported by clients who experienced negative experiences with banking services, identifying the severity of the perceived failure of these clients to the reported problems. Finally, strategies for closing these gaps in the quality of banking services were described.
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spelling Prevention of failures in banking servicesPrevenção de falhas em serviços bancáriosBanksServicesQualityGap ModelService RecoveryBancosServiçosQualidadeModelo de LacunasRecuperação de Serviços.The banking sector is constantly growing, as is the competition and customer requirements that are steadily increasing in this industry. Even for banks that provide services of excellence, failures during the provision of services may occur. As a consequence, when services fail, banks suffer from an increased risk of losing their customers. The objective of this research is to propose actions to prevent bank failures based on service quality gap gaps and strategies to close the gaps. For this, a qualitative and quantitative study was chosen, with descriptive purpose in cross-section, through a survey. In addition, a semi-structured questionnaire was developed for clients who had some negative experience with banks in the last 12 months. The respondents were contacts through Facebook, Instagram, Linkedin, Whatsapp or email. After the analysis of the missing data, the final sample had 579 valid questionnaires. Data were analyzed through content analysis and simple descriptive statistics. With the results achieved, it was possible to classify the main problems reported by clients who experienced negative experiences with banking services, identifying the severity of the perceived failure of these clients to the reported problems. Finally, strategies for closing these gaps in the quality of banking services were described.O setor bancário está em constante crescimento, assim como a concorrência e as exigências dos clientes que estão aumentando continuamente neste setor. Mesmo para os bancos que prestam serviços de excelência, as falhas durante a prestação de serviços podem ocorrer. Como consequência, quando os serviços falham, os bancos sofrem com o aumento do risco de perderem os seus clientes. Esta pesquisa tem como objetivo por objetivo propor ações de prevenção de falhas em serviços bancários com base nas lacunas de falha na qualidade do serviço e nas estratégias para o fechamento das lacunas. Para isso, optou-se por um estudo de abordagem qualitativa e quantitativa, com finalidade descritiva em corte transversal, por meio de survey. Além disso, foi desenvolvido um questionário semiestruturado aplicado em clientes que tiveram alguma experiência negativa com bancos nos últimos 12 meses. Os respondentes foram contatos por meio do Facebook, Instagram, Linkedin, Whatsapp ou e-mail. Após a análise dos dados faltantes, a amostra final ficou com 579 questionários válidos. Os dados foram analisados por meio de análise de conteúdo e estatística descritiva. Com os resultados alcançados, foi possível classificar os principais problemas relatados pelos clientes que vivenciaram experiências negativas com serviços bancários, identificando a gravidade da falha percebida por estes clientes para os problemas relatados. Por fim, foram descritas estratégias para o fechamento dessas lacunas de falha na qualidade dos serviços bancários.Centro Universitário ENIAC2019-07-30info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/58010.22567/rep.v8i2.580Revista Eniac Pesquisa; Vol. 8 No. 2 (2019); 180-199REVISTA ENIAC PESQUISA; Vol. 8 Núm. 2 (2019); 180-199REVISTA ENIAC PESQUISA; v. 8 n. 2 (2019); 180-1992316-234110.22567/rep.v8i2reponame:Revista ENIAC pesquisainstname:Centro Universitário Eniacinstacron:ENIACporhttps://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/580/pdfCopyright (c) 2019 REVISTA ENIAC PESQUISAhttps://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessSantos, Matheus GravitoMoura, Luiz Rodrigo CunhaItuassu, Cristiana Trindade2024-07-09T18:47:53Zoai:ojs.pkp.sfu.ca:article/580Revistahttps://ojs.eniac.com.br/index.php/EniacPesquisaPRIhttp://ojs.eniac.com.br/index.php/EniacPesquisa/oai||revistaeniacpesquisa@fernandoasantos.com.br2316-23412316-2341opendoar:2024-07-09T18:47:53Revista ENIAC pesquisa - Centro Universitário Eniacfalse
dc.title.none.fl_str_mv Prevention of failures in banking services
Prevenção de falhas em serviços bancários
title Prevention of failures in banking services
spellingShingle Prevention of failures in banking services
Santos, Matheus Gravito
Banks
Services
Quality
Gap Model
Service Recovery
Bancos
Serviços
Qualidade
Modelo de Lacunas
Recuperação de Serviços.
title_short Prevention of failures in banking services
title_full Prevention of failures in banking services
title_fullStr Prevention of failures in banking services
title_full_unstemmed Prevention of failures in banking services
title_sort Prevention of failures in banking services
author Santos, Matheus Gravito
author_facet Santos, Matheus Gravito
Moura, Luiz Rodrigo Cunha
Ituassu, Cristiana Trindade
author_role author
author2 Moura, Luiz Rodrigo Cunha
Ituassu, Cristiana Trindade
author2_role author
author
dc.contributor.author.fl_str_mv Santos, Matheus Gravito
Moura, Luiz Rodrigo Cunha
Ituassu, Cristiana Trindade
dc.subject.por.fl_str_mv Banks
Services
Quality
Gap Model
Service Recovery
Bancos
Serviços
Qualidade
Modelo de Lacunas
Recuperação de Serviços.
topic Banks
Services
Quality
Gap Model
Service Recovery
Bancos
Serviços
Qualidade
Modelo de Lacunas
Recuperação de Serviços.
description The banking sector is constantly growing, as is the competition and customer requirements that are steadily increasing in this industry. Even for banks that provide services of excellence, failures during the provision of services may occur. As a consequence, when services fail, banks suffer from an increased risk of losing their customers. The objective of this research is to propose actions to prevent bank failures based on service quality gap gaps and strategies to close the gaps. For this, a qualitative and quantitative study was chosen, with descriptive purpose in cross-section, through a survey. In addition, a semi-structured questionnaire was developed for clients who had some negative experience with banks in the last 12 months. The respondents were contacts through Facebook, Instagram, Linkedin, Whatsapp or email. After the analysis of the missing data, the final sample had 579 valid questionnaires. Data were analyzed through content analysis and simple descriptive statistics. With the results achieved, it was possible to classify the main problems reported by clients who experienced negative experiences with banking services, identifying the severity of the perceived failure of these clients to the reported problems. Finally, strategies for closing these gaps in the quality of banking services were described.
publishDate 2019
dc.date.none.fl_str_mv 2019-07-30
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/580
10.22567/rep.v8i2.580
url https://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/580
identifier_str_mv 10.22567/rep.v8i2.580
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/580/pdf
dc.rights.driver.fl_str_mv Copyright (c) 2019 REVISTA ENIAC PESQUISA
https://creativecommons.org/licenses/by/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2019 REVISTA ENIAC PESQUISA
https://creativecommons.org/licenses/by/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Centro Universitário ENIAC
publisher.none.fl_str_mv Centro Universitário ENIAC
dc.source.none.fl_str_mv Revista Eniac Pesquisa; Vol. 8 No. 2 (2019); 180-199
REVISTA ENIAC PESQUISA; Vol. 8 Núm. 2 (2019); 180-199
REVISTA ENIAC PESQUISA; v. 8 n. 2 (2019); 180-199
2316-2341
10.22567/rep.v8i2
reponame:Revista ENIAC pesquisa
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instacron:ENIAC
instname_str Centro Universitário Eniac
instacron_str ENIAC
institution ENIAC
reponame_str Revista ENIAC pesquisa
collection Revista ENIAC pesquisa
repository.name.fl_str_mv Revista ENIAC pesquisa - Centro Universitário Eniac
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