<title>Percepção do consumidor em relação à qualidade dos serviço em uma agência bancária localizada no município de Paragominas, Pará.</title>
<link>http://bdta.ufra.edu.br/jspui/handle/123456789/3963</link>
<description>Título: Percepção do consumidor em relação à qualidade dos serviço em uma agência bancária localizada no município de Paragominas, Pará.
Autor(es): AMADOR, Vanessa dos Santos
Abstract: The present study's theme was the consumer's perception regarding the quality of services
provided by a banking institution, as the competitiveness of this segment of the economic sector
brings with it the need for personalized service and a greater degree of customer satisfaction.
The objective of this study was to estimate the degree of satisfaction and quality of service
provided at a Banco do Brazil bank branch in the municipality of Paragominas, state of Pará.
The methodology used was exploratory research and was carried out through the application of
questionnaires to customers of Banco do Brasil, which consisted of five objective questions
related to the customer profile and twenty-two statements related to the degree of satisfaction
and services provided by the bank using the SERVQUAL scale method, where the dimensions
tangibility, reliability, responsiveness was highlighted, assurance and empathy with a score
from 1 to 5. In total, thirty questionnaires were administered in the period from May to April
2024. The results showed that the majority of the public surveyed were female, aged between
21 and 30 years old, with high school and undergraduate education and have been bank
customers for between 1 and 3 years. In relation to the degree of customer satisfaction, the
averages for the tangibility and guarantee dimensions were greater than 4 points, which
characterizes an excellent degree of customer satisfaction in these two aspects covered. The
reliability, responsiveness and empathy dimensions presented averages of less than 4 points,
which indicates that these aspects were highlighted as subject to improvement for greater
customer satisfaction at the bank branch.</description>
<pubDate>Mon, 01 Jan 2024 00:00:00 GMT</pubDate>
<guid isPermaLink="false">http://bdta.ufra.edu.br/jspui/handle/123456789/3963</guid>
<dc:date>2024-01-01T00:00:00Z</dc:date>