A satisfação do cliente com a qualidade do servico bancário

AUTOR(ES)

Maria Elisa de Almeida Mariz

FONTE

IBICT - Instituto Brasileiro de Informação em Ciência e Tecnologia

DATA DE PUBLICAÇÃO

22/04/2002

RESUMO

The objective of this study is to analyze how much the customer, physical person, is satisfied with the quality of bank services, concerning quality dimensions such as: tangibles, reliability, responsibility, assurance and empathy. This study was made in two phases. First, a bibliography revision was made to offer subsidy to a better comprehension of people behavior and expectations as service s consumers. Second, a research was made with 150 people, clients of a financial institution in São Paulo. The general result shows that client s satisfaction changes in accordance with demographics, social and economical differences and it changes as regard quality dimensions. These results seen to indicate that this group of clients have different characteristics, values and needs that deserve to be known and carefully analyzed by companies, their professionals and education institutions.

ASSUNTO(S)

administracao de empresas bancos - serviços ao cliente satisfação do consumidor customer services banks and banking consumer satisfaction

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