Customer satisfaction with bank care
Autor(a) principal: | |
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Data de Publicação: | 2021 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Research, Society and Development |
Texto Completo: | https://rsdjournal.org/index.php/rsd/article/view/18722 |
Resumo: | Customer satisfaction can be understood as the feeling of contentment or disappointment over the expectation created for a given product or service. The objective of this study was to understand customer satisfaction with the service provided by the bank "X" located in a city of the Interior of Bahia. We used the qualitative interpretive approach of the field research type, having as clients of an agency of the "X" bank located in a city of the Interior of Bahia, having been interviewed 13 clients, doing it through open questions for more precise collection and complete data. With the answers of the interviews, a content analysis of the data in the thematic modality was performed. The results show that customers are satisfied with the quality of the services provided directly by the employees besides the services offered in alternative channels such as Internet Banking and the service by the Cellular. In a general context the study concluded that the interviewees were satisfied with the services provided by the Banking Agency. |
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Customer satisfaction with bank care Satisfacción del cliente con el servicio bancárioSatisfação de clientes com o atendimento bancário Atendimento bancárioAtendimento bancário;Satisfação do clienteSatisfação do cliente;Serviços. Banking service;Banking serviceCustomer satisfactionCustomer satisfaction;Services.Servicio bancarioServicio bancario;Satisfacción del clienteSatisfacción del cliente;Servicios.Customer satisfaction can be understood as the feeling of contentment or disappointment over the expectation created for a given product or service. The objective of this study was to understand customer satisfaction with the service provided by the bank "X" located in a city of the Interior of Bahia. We used the qualitative interpretive approach of the field research type, having as clients of an agency of the "X" bank located in a city of the Interior of Bahia, having been interviewed 13 clients, doing it through open questions for more precise collection and complete data. With the answers of the interviews, a content analysis of the data in the thematic modality was performed. The results show that customers are satisfied with the quality of the services provided directly by the employees besides the services offered in alternative channels such as Internet Banking and the service by the Cellular. In a general context the study concluded that the interviewees were satisfied with the services provided by the Banking Agency.La satisfacción del cliente puede entenderse como el sentimiento de satisfacción o decepción en relación con la expectativa creada por un determinado producto o servicio. El objetivo de este estudio fue conocer la satisfacción del cliente con el servicio brindado por el banco “X” ubicado en una ciudad del interior de Bahía. Se utilizó un enfoque de investigación de campo interpretativa cualitativa, teniendo como universo a los clientes de una sucursal del banco “X” ubicada en una ciudad del interior de Bahía, se entrevistó a 13 clientes mediante preguntas abiertas para una recopilación más precisa. datos. Con las respuestas de las entrevistas, se realizó un análisis de contenido de los datos en la modalidad temática. Los resultados muestran que los clientes están satisfechos con la calidad de los servicios prestados directamente por los empleados, además de los servicios prestados a través de canales alternativos como la Banca por Internet y el servicio de telefonía celular. En un contexto general, el estudio concluyó que los encuestados estaban satisfechos con los servicios prestados por la sucursal bancaria.A satisfação do cliente pode ser entendida como a sensação de contentamento ou decepção em relação à expectativa criada para determinado produto ou serviço. O objetivo deste estudo foi compreender a satisfação dos clientes com o atendimento disponibilizado pelo banco “X” localizado numa cidade do Interior da Bahia. Utilizou-se a abordagem qualitativa interpretativa do tipo pesquisa de campo, tendo como universo clientes de uma agência do banco “X” localizado numa cidade do Interior da Bahia, tendo sido entrevistados 13 clientes, fazendo-o através de perguntas abertas para coleta mais precisa e completa de dados. Com as respostas das entrevistas, foi realizada uma análise de conteúdo dos dados na modalidade temática. Os resultados mostram que os clientes são satisfeitos com a qualidade dos serviços prestados diretamente pelos funcionários além dos serviços disponibilizados em canais alternativos como o Internet Banking e o atendimento pelo Celular. Num contexto geral o estudo concluiu que os entrevistados mostraram-se satisfeitos ante os serviços dispensados pela Agência bancária.Research, Society and Development2021-08-27info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://rsdjournal.org/index.php/rsd/article/view/1872210.33448/rsd-v10i11.18722Research, Society and Development; Vol. 10 No. 11; e182101118722Research, Society and Development; Vol. 10 Núm. 11; e182101118722Research, Society and Development; v. 10 n. 11; e1821011187222525-3409reponame:Research, Society and Developmentinstname:Universidade Federal de Itajubá (UNIFEI)instacron:UNIFEIporhttps://rsdjournal.org/index.php/rsd/article/view/18722/17411Copyright (c) 2021 Euder Ramos Lima; Terezinha Camargo Magalhãeshttps://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessLima, Euder Ramos Magalhães, Terezinha Camargo2021-10-23T19:01:11Zoai:ojs.pkp.sfu.ca:article/18722Revistahttps://rsdjournal.org/index.php/rsd/indexPUBhttps://rsdjournal.org/index.php/rsd/oairsd.articles@gmail.com2525-34092525-3409opendoar:2024-01-17T09:38:47.255980Research, Society and Development - Universidade Federal de Itajubá (UNIFEI)false |
dc.title.none.fl_str_mv |
Customer satisfaction with bank care Satisfacción del cliente con el servicio bancário Satisfação de clientes com o atendimento bancário |
title |
Customer satisfaction with bank care |
spellingShingle |
Customer satisfaction with bank care Lima, Euder Ramos Atendimento bancário Atendimento bancário; Satisfação do cliente Satisfação do cliente; Serviços. Banking service; Banking service Customer satisfaction Customer satisfaction; Services. Servicio bancario Servicio bancario; Satisfacción del cliente Satisfacción del cliente; Servicios. |
title_short |
Customer satisfaction with bank care |
title_full |
Customer satisfaction with bank care |
title_fullStr |
Customer satisfaction with bank care |
title_full_unstemmed |
Customer satisfaction with bank care |
title_sort |
Customer satisfaction with bank care |
author |
Lima, Euder Ramos |
author_facet |
Lima, Euder Ramos Magalhães, Terezinha Camargo |
author_role |
author |
author2 |
Magalhães, Terezinha Camargo |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Lima, Euder Ramos Magalhães, Terezinha Camargo |
dc.subject.por.fl_str_mv |
Atendimento bancário Atendimento bancário; Satisfação do cliente Satisfação do cliente; Serviços. Banking service; Banking service Customer satisfaction Customer satisfaction; Services. Servicio bancario Servicio bancario; Satisfacción del cliente Satisfacción del cliente; Servicios. |
topic |
Atendimento bancário Atendimento bancário; Satisfação do cliente Satisfação do cliente; Serviços. Banking service; Banking service Customer satisfaction Customer satisfaction; Services. Servicio bancario Servicio bancario; Satisfacción del cliente Satisfacción del cliente; Servicios. |
description |
Customer satisfaction can be understood as the feeling of contentment or disappointment over the expectation created for a given product or service. The objective of this study was to understand customer satisfaction with the service provided by the bank "X" located in a city of the Interior of Bahia. We used the qualitative interpretive approach of the field research type, having as clients of an agency of the "X" bank located in a city of the Interior of Bahia, having been interviewed 13 clients, doing it through open questions for more precise collection and complete data. With the answers of the interviews, a content analysis of the data in the thematic modality was performed. The results show that customers are satisfied with the quality of the services provided directly by the employees besides the services offered in alternative channels such as Internet Banking and the service by the Cellular. In a general context the study concluded that the interviewees were satisfied with the services provided by the Banking Agency. |
publishDate |
2021 |
dc.date.none.fl_str_mv |
2021-08-27 |
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://rsdjournal.org/index.php/rsd/article/view/18722 10.33448/rsd-v10i11.18722 |
url |
https://rsdjournal.org/index.php/rsd/article/view/18722 |
identifier_str_mv |
10.33448/rsd-v10i11.18722 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://rsdjournal.org/index.php/rsd/article/view/18722/17411 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2021 Euder Ramos Lima; Terezinha Camargo Magalhães https://creativecommons.org/licenses/by/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2021 Euder Ramos Lima; Terezinha Camargo Magalhães 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 |
Research, Society and Development |
publisher.none.fl_str_mv |
Research, Society and Development |
dc.source.none.fl_str_mv |
Research, Society and Development; Vol. 10 No. 11; e182101118722 Research, Society and Development; Vol. 10 Núm. 11; e182101118722 Research, Society and Development; v. 10 n. 11; e182101118722 2525-3409 reponame:Research, Society and Development instname:Universidade Federal de Itajubá (UNIFEI) instacron:UNIFEI |
instname_str |
Universidade Federal de Itajubá (UNIFEI) |
instacron_str |
UNIFEI |
institution |
UNIFEI |
reponame_str |
Research, Society and Development |
collection |
Research, Society and Development |
repository.name.fl_str_mv |
Research, Society and Development - Universidade Federal de Itajubá (UNIFEI) |
repository.mail.fl_str_mv |
rsd.articles@gmail.com |
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1797052753596383232 |